Denita Lewis 904-***-****

**** ******* ***** *** **** ad0gla@r.postjobfree.com

Orlando FL 32822

I am a fast learner, very motivated, and would be a great return on investment for your department. I am results driven and eager to take on new challenges as they come. I thrive on knowledge and am very accountable. Experienced in a production-based environment as well as customer service, data communication and complex billing situations. Well versed in customer service, paying close attention to quality and detail. Dedicated to accomplishing the department main goal as a team. Quickly adapts to change and able to perform multiple tasks in a fast-paced work environment while maintaining 100% quality and production.

Professional Experience

Liberty Mutual Insurance

Licensed Auto Plus Representative 10/2019 – 01/2022

In combination of Billing CRC and Auto role; Ability to Provide counsel and guidance to all Policy holders (Including New York & Massachusetts)when reviewing Guidewire system

Submit RTA Form (Registration and Title Application) for Policy holder new vehicle and or registration renewals in compliance with the state

Complete PSIF (Production Service intake Form) for all states when policy holder inquires of DMV notification

Create and submit ID card via ID card stimulator for New York Policy holders to confirm coverage

Provide support to other analysts and departments regarding billing, reinstatements, cancelations, and coverage details.

Liberty Mutual Insurance

Licensed Auto Representative 03/2019 – 10/2019

In combination of Billing CRC role; Ability to Deliver expertise by identifying and analyzing policy details for policy holders as well as internal agents based on the guidelines of their state (Excluding New York & Massachusetts) regarding renewals, coverage eligibility, billing and policy changes.

Ability to provide Policy holder with detailed billing based on forced reinstate, policy renewal and or final cancel

Ability to achieve individual goals on call quality, handle time, lead transfer, and adherence.

Complete special assignments or projects as assigned

Liberty Mutual Insurance. 10/2018 - 03/2019.

Billing Customer Response Center Representative

Identify and assess policy holders needs to achieve overall satisfaction

Process Policy Holder Payment transactions accurately

Understands aspects of billing systems as it pertains to policy coverage

Evaluate and make decisions regarding exceptions to payment plans and fees by utilizing resources available.

Build sustainable relationships of trust through open and interactive communication

Determine policy billing breakdown for policy holder’s setup on payroll deductions

Update and view policy Information for customer within Customer Service Workbench (CSW)

Review and breakdown policy holder payment history and billing detail within Choice Billing System (CBS)

Perform additional duties as assigned

Progressive Casualty Insurance 9/2016- 07/2018

Customer Service Representative

Resolve customer needs and updating policies according to state guidelines

Provide feedback for Underwriting Free look policy review based on customer conversation

Provide support to other analysts within the department in using multiple systems such as Polypro and OWB

Assist Customers with everyday Policy updates reviewing coverage’s adding, deleting vehicles and drivers from policies or processing renewals, cancelations, reinstatements and payments.

Bank of America 9/2014- 9/2016

Electronic Claims Analyst II

Resolve customer merchant credit or ATM claims within the banks policy procedures

Investigate and decision daily incoming claims using multiple systems and tools

Researches and resolves all general customer account inquiries as appropriate.

Provide support and training to other analysts within the department in using multiple systems such as Epic, CMS, MasterCard and Visa systems.

Update customers regarding pending claims and research and resolve other complex customer card and account inquiries as appropriate

Filing customer fraud claim when needed

Skills/Achievements

PC Proficiency and software skills (Word Excel, PowerPoint, Access, MSP & Outlook)

5+ Years Customer Service Experience

Strong written and verbal Communication Skills

Top Performer

Licensed 20-44 Insurance Agent

Significantly Exceeding in all metrics including NPS and adherence

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