Tiffany A. Miller

*** ******* **.

Vallejo, CA **591

707-***-****

acu4yf@r.postjobfree.com

CUSTOMER SERVICE AND CLAIMS PROFESSIONAL

Profile

• More than 20 years of experience in customer service & insurance industries, with demonstrated written & verbal communication skills.

• Excellent working knowledge of Microsoft Systems, customer service, & insurance industry related terms and coverage.

• Analytical with strong decision making skills.

• Exceptional ability to organize & prioritize multiple responsibilities to consistently achieve results.

• Ability to quickly learn & adapt to new systems technologies & procedures.

Synopsis of Achievements

Safeco’s Office Claim Representative of the Year, 1999

Employment

Genworth Financial

San Rafael, CA

2005-Present

Senior Customer Service Representative

• Provide over the phone customer service for long-term care policy holders, with consistently high quality assurance scores.

• Duties include answering questions about policies & coverage, screening benefit eligibility during the pre-claim initiation process, working with vendors, answering inquiries about active claims. Back end processing duties include researching unmatched mail, returned mail, returned checks, reviewing HIPAA forms & setting up HIPAA contacts, ordering duplicate policies from multiple platforms, handling consumer complaint emails, & processing yearly 1099 tax form duplicate requests, including changes & corrections. Part of the User Acceptance Testing Team, testing new software releases on our main claims system on a monthly basis – including weekend testing.

• Broad knowledge base across multiple product lines. Monitoring CSR’s call status via Avaya CMS Supervisor software.

• Provide back-up floor up support to management, mentor trainees.

SAFECO Insurance

Pleasant Hill, CA

1998-2005

Physical Damage Liability Adjuster

• Investigate non-injury producing automobile accidents in order to determine coverage & assign fault for the loss; investigations included taking recorded statements from all involved parties, creation of scene diagrams, review of police reports, review of vehicle damages & liability negotiations with other insurance carriers.

• Coordinated repair process & use of rental vehicles for first & third parties; issued payments.

• Successfully maintained a set number of pending claim files & production numbers.

Positive Communications

Pleasanton, CA

1997-1998

Customer Service Representative

• Provided over the phone customer service & technical support for subscribers of a nationwide paging service.

• Duties included activating new service, upgrading & selling services & trouble shooting existing accounts.

• Provided overflow support to order-writing & fulfillment departments as needed.

Pacific Bell Information Services

San Ramon, CA

1992-1997

Priority Voice Mail Representative/Help-Line Support

• Provided over the phone customer service & technical support for large Business voice mail accounts. Accounts included large subscribers such as the State of California, Jet Propulsion Laboratories, & Pacific Bell.

• Simultaneously answered internal Help-Line calls for the residential and small business voice mail customer service representatives to assist them on technical & trouble shooting issues; including the resetting of passwords & the provisioning of mailboxes & services.

• Provided back-up support in manager’s absence.

• Maintained a high level of quality assurance scores.

References Furnished Upon Request.

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