Customer Service Accounts Payable

Monique Farmer

**** ******** **** **., *******, GA 30024

440-***-**** ***********@***.***

Highlights of Qualifications

Possess a service-oriented attitude; more than a decade of professional experience in delivering exceptional customer service to attorneys, claims representatives, agents, policy holders, and internal customers; adapt well to working as an individual contributor or on a team; known as a quick-thinker; highly sought-after motivator and influencer; detailed oriented, well organized and always prepared; eager to learn new things, selected by management for new employees to shadow; extensive research and problem solving skills; strong propensity to grasp financial management concepts and strategies

Significant Accomplishments

Process Improvements

Saved customers time and money and provided reassurance by developing and implementing a process to avoid returned customer drafts

Started paperless process to eliminate Power of Attorney printouts Initiated a disaster recovery process to maintain images of drafts Professional Experience

Supplier Maintenance 2017-Present

Progressive Insurance, Auto Insurance Company, Mayfield Heights, OH

-Utilize time and resources effectively, and process at a rate of speed which supports the departments established SLAs.

Prioritize workload to ensure that needs, deadlines, and goals are being met for self and team. Be readily available to assist with incoming call volume/voicemail/emails, handling questions/concerns to the best of your ability escalating to a Manager/Lead/SR Coordinator only as needed and providing a professional, knowledgeable and timely experience. Appropriate use of TRT, Timetracker, Time Adjustment Tool, reporting, and accurate Aux mode usage. Assist body shop with inquiries on EFT Payments and Remittance emails. Update supplier records in Workday

Accounts Payable Coordinator 2014-2017

Progressive Insurance, Auto Insurance Company, Mayfield Heights, OH Scan and Validate Invoices to ensure they are sent to the correct vendors Process and Pay Invoices that need to be paid on the set time scheduled date for the vendors Draft Coordinator 2003- 2014

Progressive Insurance, Auto Insurance Company, Mayfield Heights, OH Reconcile draft and checking accounts for claims payments; issue payments to claimants and auto body shops; ensure payments routed to Citibank

Research and resolve drafts omitted from reconcilements Review and determine pay or no pay decisions on drafts scheduled to clear the next bank day Identify fraudulent drafts; return them as counterfeit Resolve banking errors including duplicate drafts, draft number corrections, and draft amount corrections

Central Claims Representative 1999-2003 Progressive Insurance, Auto Insurance Company, Mayfield Heights, OH

Answered customer service calls; on average 50-60 calls daily o Received inbound calls on first reporting/scene loss o Notified police/EMS

Contacted customers’ emergency contacts

Processed forged and missing endorsement claims

Retrieved information from all parties involved in accidents Operator 1995-1996

Emergency Response Center, Cleveland, OH

Assisted customers with daily check in

Received new customers’ health history

Updated database with customer instructions

Followed up with reps and customers

Monique Taylor-Farmer -2- Other Experience Clerk 1993-1996 Tops Finast Supermarket, Cleveland, OH

Balanced accounting books for reconcilement

Set up cash registers for cashiers

Provided check cashing, money order and lottery services Training

Certificate of Completion: PC7 Phase/CA7 Schedulers WB7 (policy services training program) Dual Losses/ Mail Refresher (policy services and central loss center) Microsoft Office Suite

Computer Proficiencies

Microsoft Office Suite

Financial Management Systems

o Pinnacle: PNC on-line banking system

o Oracle System: Accounts payable system (track payments) Leadership

Kitchen Manager, Imani Church

o Manage members in meal preparation

o Organize and determine menu

o Set up events and serve meals

Education

Associate’s Degree in Business Administration Cuyahoga Community College, Cleveland, OH Undergraduate Classes in Accounting Kent State University, Kent, OH Volunteer

Community Food Drive

Single’s Ministry

Membership

Imani Church, Euclid, OH

References Available Upon Request

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