Customer Service Representative
Resume:
Tiffany A. Miller
Vallejo, CA **591
********@*****.***
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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