Kelly L. Scott

**** ******* ****

Sacramento, CA 95827

916-***-****

acul7j@r.postjobfree.com

The Hartford

**** ~ 2014

Hired initially as a Receptionist with The Hartford, per business need I transitioned and held positions in several Claims Departments. I was also one of two employees who developed the customer contact center based upon Corporate office success with the prototype. I am trained in Auto Claims, Workers Compensation, Life, FMLA (California CAVDI trained), Long term Disability, Reception, Liability and Short Term Disability. I trained new hires in Customer Excellence as well as Telephone Etiquette. I hosted seminars relating to call center issues such as Conflict Resolution, Escalation Calls, Maintaining Scheduled Metric Adherence as well as monthly Customer Excellence and Telephone Etiquette refresher courses. As an Examiner, my duties included, but were not limited to: Examining and evaluating data to determine eligibility for benefits per employer policy,request medical records to gather facts, verify and establish authenticity. Interview claimants, confer with professional specialists to obtain information or clarify facts. Analyze data obtained, utilizing knowledge of policies, standards set by state of residency, or other guidelines. Preparation of correspondence to inform concerned parties of decision and rights to appeal. Prepared reports of examinations, evaluations, and decisions. My files and record keeping is meticulous as hardcopies are considered evidence if an issue arises.

Amador Ledger Dispatch

Jackson, CA ~ News Reporter/Journalist

1995 ~ 2003 (Casual)

Responsible for news beat covering Ione, Sutter Creek, Plymouth and Jackson, California. Written news articles related to city council, crime, human interest or varied leads generated by public or private information. Responsible for twice weekly editing before uploading to printing service. Averaged 6-10 articles in varied lengths per week. Published and accredited writer honored by 'Best of in 2000, 2001, 2002, 2003 and 2004. Mastery of written English and structure. Internet and print published in Today's Environment magazine for coverage of water issues affecting county. Heavy phone and person to person contact. Comfortable with qualifying questions in order to determine need

EDUCATION

~Associate degree ~

Cosumnes River College Sacramento, CA ~

Business Management major ~ Journalism minor

Highlights of my Specific Knowledge, Skills and Abilities:

I am:

Focused, Driven to exceed goals, employer loyal, reliable, hard working and dedicated

I Possess:

Impeccable Phone Skills and Verbal Communication, People Skills, Interpersonal Savvy, Problem Solving Abilities, Multi-tasking Skills, Accurate Data Entry, Conflict Resolution and Diffusion Phrasing Skills

Excellent written and oral communication skills

Excellent listening skills, the ability to ask probing questions, understand concerns, and overcome objections

Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment, I am proficient with using doubled computer screens, legal jargon, legalities of contract law as well as rights of the first admendment

I possess a professional and friendly attitude. I'm able to quickly develop a rapport with customers over the phone and in person.

Ability to learn and navigate new software quickly, advanced Microsoft program knowledge, 10 key

Avaya, PBX and Echopass phone system trained

Ability to type 40 WPM

Thank you for the opportunity to share my experience and skills with you in order to obtain a position at Holiday Mobile Village & RV Park. My intent is to become an asset to the company, and by combining the qualifications I currently have with the position specific training you have, I believe we will create an outstanding work and living environment. I intend to remain a long term employee that you later commend yourself for hiring.

I am professional in speak and in appearance. I am also reliable, friendly, approachable, adaptable and I possess the skills to prioritize duties as well as multi-task. I'm experienced in maintaining immaculate and detailed records and establishing file systems (Both by computer and hardcopy). I hold certification from CCS in several fields including conflict resolution, diffusion phrasing and escalated complaints. I believe these skills will be appreciated in a variety of ways when working and living in the same location.

I am eager to begin working with you and I look forward to speaking with you soon. This will be a change and the beginning of new chapters for me. After retiring I wondered if I would feel as though there were limited doors open, I now see an opening where my talents will be brought front, centered and beneficial to us both.

Thank you again for veiwing my qualifications,

I look forward to your call.

916-***-****

Sincerely,

Kelly L Scott