Charles V. Zizzo

**Arnold Street

Quincy, MA ****9

508-***-****

ad4f2y@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Simply Business, Boston, MA

Licensed Sales Agent 2019-2020

• Provided ongoing customer support, issuing quotes and policy documents, handling inbound calls from customers, processing renewals, cancellations and certificates of insurance and made changes to current policies issued new policies as well as cancel / rewrites when necessary

• Responded to and followed up on a high volume of sales inquiries using appropriate methods

• Consistently met quality and compliance standards

• Interacted with other internal departments to fine tune insurance products and customer experiences

• Responded to customer requests for documentation such as COI requests and policy documentation

• Explained payment options and payment processes to customers

• Explained coverages and provided detailed information on carriers on our panel Licensed Service Agent

2020-Present

• Handle a wide variety of incoming calls direct from customers and other stakeholders

• Manage Zen Desk tickets and respond to customer inquiries

• Create and issue certificates of insurance tailored to specific policies and customer requests

• Process credit card payments and changes of credit card information at customer’s request

• Handle underwriting validations for various carriers to ensure customer compliance and accuracy

• Handle credit card disputes directly with customers and financial institutions

• Make additions/subtractions to insured policies at their request

• Make customer contact and provide a positive customer experience

• Be familiar with carrier appetites and advise customers on types of coverage

• Make outbound calls on renewals, policy adjustments, payment disputes

• Share pertinent information with various departments to refine processes and improve customer experience Commonwealth of Massachusetts 2017-2018

Job Service Representative I, Department of Unemployment Assistance

• Analyze claims by reviewing available data to identify and prioritize potential eligibility issues

• Identify the need and issuance of custom fact finding to gather additional pertinent information from claimants, employers and/or their representatives

• Analyze data obtained from investigations and apply relevant laws, rules and regulations to formulate legal conclusions concerning eligibility for benefits in dispute and potential payment discrepancies

• Generate timely determinations approving or denying benefits which contain sufficient facts, reasons and law to enable interested parties to protect their rights

• Access and verify claim information and update records using applicable software

• Explain to claimants the proper preparation of agency forms and materials, program policies and procedures, service availability, rights and responsibilities of all parties, reporting requirements and benefits of programs and services

• Interview claimants and employers to obtain and record data to automated system to determine initial and/or ongoing eligibility of claimants for programs and services Liberty Mutual Insurance Group, Weston, MA 2014-2015 Technical Claim Specialist, Commercial Property Complex Subrogation

• Handle large complex commercial property subrogation claims with values over $150,000

• Work independently and with in-house and outside counsel to secure maximum recovery

• Provide direction and settlement authority to attorneys and outside vendors

• Represent organization at mediations and trials

• Provide guidance and direction to frontline adjusters during active claim investigations

• Participate in claim discussions with insureds, agents and underwriters

• Retain cause and origin experts and forensic professions in certain loss scenarios Arbella Insurance Group, Quincy, MA 2008-2014

Claim Service Specialist II

• Handle subrogation of personal automobile, commercial automobile, commercial property and homeowners claims

• Coordinate recovery efforts with outside vendors, attorneys and in-house counsel

• File and respond to arbitration cases

• Negotiate settlements with other carriers, uninsureds, self-insureds and corporate entities with an emphasis on cost-containment

• Resolve cases with best possible recovery scenario Homesite Group Incorporated, Boston, MA 2003-2008

Subrogation/Salvage Specialist

• Develop subrogation protocol for nationwide property claims department

• Generate subrogation and salvage recoveries

• Track and monitor subrogation referrals for over 40 claims representatives throughout the country

• Review all referrals for subrogation and salvage potential and viability

• Facilitate positive relationships with vendors and attorneys to bolster financial return on subrogation and salvage recoveries

• Supervise attorney involvement on large loss property claims

• Create and maintain monthly productivity reports for subrogation and salvage department

• Increase awareness among claims representatives of possible subrogation and salvage opportunities Quincy Mutual Fire Insurance Company, Quincy, MA 1998-2003 Subrogation Examiner

• Negotiated settlements with adverse carriers, self-insureds and uninsured parties

• Coordinated recovery efforts with attorneys and monitored progress of proceedings

• Filed arbitration as necessary

• Assisted in determining final liability

Allied Recovery Service, Needham, MA 1994-1998

Subrogation Specialist

• Investigated subrogation potential on a per file basis

• Negotiated settlements on behalf of various clients adhering to their standards and expectations

• Finalized subrogation recoveries according to type of loss and state statutes Hubbard Law Office, Needham, MA 1994-1995

Collections Department Supervisor

• Responsible for overseeing daily departmental operations

• Coordinated payment arrangements with uninsured parties

• Authorized payment agreements and schedules

Aetna Life & Casualty, Hartford, CT 1990-1993

Office Claims Specialist, Brockton, MA

• Investigated hundreds of first and third party claims per quarter consistently meeting company standards

• Negotiated total loss and theft claims with insured and claimants until resolution

• Represented Aetna Life and Casualty at Merit Rating Board of Appeal Hearings Office Claims Processor, Brockton, MA

• Handled auto insurance claims and simple liability issues

• Responsible for maintaining and reporting total loss tracking records EDUCATION

Bridgewater State College, Bridgewater, MA

Bachelor of Arts, Speech Communication 1990

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