Customer Service Services Representative
Resume:
Susan McKeever
DeBary, FL *****
*************@*******.***
A Customer Contact Specialist II with over 20 years of experience in an insurance direct call center. A challenging, rewarding and goal oriented team player that utilizes work experience, educational background, interpersonal and organizational skills. A self-starter with knowledge and experience exhibiting high ethics, competence and confidence in securing an opportunity for challenges and career advancement, while gaining knowledge of new skills and expertise.
#readytowork
Authorized to work in the US for any employer
Work Experience
Customer Contact Specialist II
Liberty Mutual Insurance - Heathrow, FL
2016 to Present
Twenty years with Liberty Mutual as a Sales and Policy Support Specialist consistently meeting or exceeding productivity and quality standard operating performance requirements. Proficient:
• Microsoft
• Multi Function Printers/Scanners
• Data Collection
• Indexing
• Strong Organizational Skills
• Strong Administrative Skills
• Strong Customer Contact Skills
• Collaborative Team Member
• Provided back up support to front desk Receptionist: Answering/Routing in coming calls - Receiving deliveries - Administering new hire assessments - Reserving/Scheduling available conference rooms - Scheduling/Ordering lunch meetings set up and clean up - Issuing security badges - Schedule office equipment maintenance and repair
Customer Contact Specialist II
Liberty Mutual Insurance
2016 to Present
• Receiving/Sorting incoming signed application documents
• Scanning/Formatting
• Compliance review and indexing individual documents into policy holder files
• Endorsements as needed per compliance guidelines Identifies and distributes in-coming email to appropriate servicing areas:
• Cancellations - Discounts - Miscellaneous
• Rotating into individual queues applying necessary endorsements DRC requests from Sales Associates:
Managing incoming requests to distribute documents to customers at point of sale from sales representatives and customers resulting in increased customer satisfaction to both internal sales force and new policy holders
Cross trained to support various team functions across DRC Operations:
• Processing Policy Declarations and Auto ID cards on Demand to Policy Holders
• Initial Sales Customer On Board Welcome Calls providing confirmation of coverages and contact information for further assistance
• Mortgagee Changes
• Physical Damage
• Consolidated Billing
Operating multiple Direct Response Call Center platforms: Customer Service Workbench
Billing System
Forms Indexing
Lead Underwriting Compliance Assistant
Liberty Mutual - Heathrow, FL
2010 to 2016
Processes policyholder transactions accurately and within Customer Response Center established time standards.
• Interprets policy contracts to insured based on knowledge of Personal Insurance auto products.
• Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
• Understanding the aspects of the billing systems as it pertains to policy coverage while identifying and communicates transactions that impacts the policy premium.
• Utilizes on-line reference materials to provide confident, accurate, and efficient information. Develops and maintains product, procedural and technical systems knowledge. Completes continuing education requirements. Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet. Supports and participates in office or department programs.
Lead Underwriting Processing Assistant
Liberty Mutual - Heathrow, FL
1999 to 2010
Utilizes problem-solving capabilities by effectively addressing and resolving policyholders request and billing issues.
• Reviews, evaluates and categorizes incoming documents.
• Verifies information for accuracy/appropriateness by compliance and State Guidelines.
• Enters and retrieves information of varying complexity using computer systems application.
• Update records in an effective and timely manner to improve customer satisfaction results. Lead Underwriting Processing Assistant
Liberty Mutual - Heathrow, FL
1999 to 2010
Proficiency:
Multi-Function Copier Printer Scanner, Micro Soft: Word, Excel, PowerPoint
Attributes:
• Consistently maintaining quality and quantity expectation goals
• Active team member collaborating and assisting co-workers
• Problem solving and providing work-around solutions to supervisor
• Able to work independently applying standard operating procedure guidelines
• Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction
Education
High school diploma
Seminole State College of Florida
Skills
• PC Proficiency: Microsoft Office, Word, Excel, Powerpoint (10+ years)
• Computer Literacy
• English
• Typing: 60+ WPM (10+ years)
• Customer Service Skills (10+ years)
• Office Experience
• Data Entry
• Microsoft Office
• Microsoft Word
• Microsoft Outlook
• Data Collection
• Typing
• Administrative Experience
• Microsoft Excel
• Microsoft Powerpoint
• Multi-line Phone Systems
• Customer Service
• Retail Sales
• Underwriting
• Front desk
• Clerical experience
• Typing
• POS
• Customer relationship management
• Relationship management
• Computer skills
• Communication skills
• Underwriting
• Management
• Administrative experience
• Organizational skills
• Time management
• Filing
• Phone etiquette
• Sales
Certifications and Licenses
4-40 Registered Customer Service Representative
Driver's License
Assessments
Customer service — Proficient
May 2024
Identifying and resolving common customer issues
Full results: Proficient
Administrative assistant/receptionist — Proficient February 2024
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Medical receptionist skills — Proficient
February 2024
Managing physician schedules and maintaining accurate patient records Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
RESUME
Prior Employment:JD Insurance & Financial Group Inc - Customer Service Representative 2020-2024 Customer Services Representative first point of contact for new and existing customers representing multiple Home and Auto Insurance companies. Provided agents with new customer quotes as well and policy re-shop quote request. Servicing customers policy change needs and answering their questions and concerns throughout the many challenges faced in the state of Florida for both home and auto insurance.
• Answered in coming calls on multi line phone system from new and existing customers
• Took new sales information from customers and up loaded quote information into agency management system for agent processing
• Handled all aspects of customers requests:
Premium Payments
Policy Changes
Mortgagee Changes
Cancellations
Scheduling inspections
Obtaining all necessary compliance information from customers and up loading into individual insurance companies underwriting portals
• Managed daily work load from multiple Insurance Carriers which included: Confirmation of policy changes
Renewal Declarations to upload into AMS
Underwriting Requests to contact customer
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