Customer Service Real Estate
Resume:
Vivian M. Oden
Arlington, TX *****
**********@*******.***
EDUCATION:
Philander Smith College, Little Rock, AR
BA — Business Education, 1990
Honors — Magna Cum Laude & Distinction in Field
PROFESSIONAL CLAIMS EXPERIENCE:
E A Renfroe, Best Claims Solutions, Q A Claims & Eberl Claims Service, October 2016— October 2023, Independent Adjuster
• Processed Daily Claims, CAT Claims.
• Conducted quality first contact interviews with policy holders for initial reporting and set reasonable expectations of the claims process.
• Reviewed photos from field adjuster and policyholder to determine cause of loss and extent of damage.
• Coordinated home inspections with field adjuster and contractor.
• Created estimates.
• Reconciled estimates received from field adjusters and coordinated with contractors to come to an agreement on work performed.
• Evaluated claims involving wind, hail, contents, ALE, HRU, California Wildfires and water damage to dwelling and other structures.
• Made approval or denial decisions.
• Prepared denial letters and reservation of rights letters when necessary.
• Collaborated with insurance agents, interviewed insured to correct errors, rectified omissions and investigated questionable issues.
• Issued payments for settlements, after accurately analyzing the estimate.
• Licensed in multiple states; including New York and Hawaii.
• Provided excellent customer service.
Boenker's Group of Companies, February 2016-August 2016, Staff Adjuster
• Negotiated and settled auto claims.
• Explained policy language to insureds.
• Maintained documentation in an accurate and timely manner according to established procedures and as required by the TDI.
• Set up car rental corporate accounts while vehicle is being repaired.
• Provided excellent customer services.
Vivian M. Oden Page 2
Teleperformance USA, August 2010-February 2016, Coach & Tele-sales Agent As a member of the Leadership Team, I provided world class customer service and facilitation to Medicare and/or Medicaid eligible recipients and new employees through coaching and training via a call center environment.
• Monitored the team metrics of 15 —25 agents.
• Evaluated calls for quality standards.
• Proficient in Medicare plans, HIPAA laws, Medicare rules and regulations.
• Coached and motivated daily to ensure success on personal goals and team metrics.
• Processed enrollment applications for Medicare/Medicaid. AFLAC, March 2009 — August 2010, Independent Insurance Agent
• Educated consumers on the importance of insurance and enrolled customers in supplemental and life insurance.
• Provided excellent customer service.
• Organized and conducted seminars.
• Compiled and distributed monthly newsletters.
Coach America, February 2008 — March 2009, Motor Coach Operator
• Operated motor coach buses and trolleys within Texas and other states.
• Maintained monthly logs and other federally mandated paperwork.
• Preformed pre-trip and post-trip inspections.
• Provided excellent customer service.
Stanfield Realtors Inc., November 2001 — December 2007, Real Estate Agent
• Implemented marketing strategies.
• Conducted listing and buyer presentations.
• Organized and conducted real estate seminars.
• Counseled buyers on credit and the home buying & loan process.
• Completed, submitted, and negotiated real estate contracts.
• Coordinated all sales and closing activities of real estate transactions.
• Compiled and distributed monthly newsletters.
• Maintained daily communication with customers in person and by telephone. Little Rock Schools, Grand Prairie ISD, Dallas ISD, August 1995 — August 2001, Mathematics Instructor
• Taught courses in mathematics to secondary pupils, following the course of study adopted by the Board of Education
• Conducted teaching and instructional activities, using educational equipment, materials, books and other learning aids in public schools and Job Corp in Texas and Arkansas
• Maintained teaching lesson plans and developed individual plans to enhance student's abilities.
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