Resume

Sign in

Service Representative Sales

Location:
Irving, TX
Posted:
March 20, 2020

Contact this candidate

Resume:

William D Frank

**** * ********* ** #****

Irving, TX 75062

321-***-****

adcdsx@r.postjobfree.com

Education

University of Central Florida, Orlando, FL

● Major in Computer Engineering (Software)

Work Experience Overview

● 8 years auto liability adjusting

● 7 years bodily injury liability adjusting

● 9 years management experience

● 14 years experience in Peer-to-Peer, Superior-to-Subordinate, and Subordinate-to-Superior training and development

● 10 years experience in a counter fraud environment

● 18 years experience in Customer Service, including conflict resolution

● 14 years call center experience

Licenses and Skills

● Licensed insurance adjuster in: TX (resident license), FL, GA, NC, OK, SC, and WY

● Working proficiency of all Microsoft Office programs

● Working proficiency in insurance adjusting software

● Working proficiency of HTML programming language

● Working proficiency of fraud analysis software; including credit reporting, IP tracking, and public record reporting software

● Experience in reading and interpreting medical bills and records, including ICD-10 and CPT coding

Activities and Organizations

● Order of the Arrow (service organization),

● Civil Air Patrol (USAF AUX),

● Alpha Phi Omega (service fraternity),

● 1 st Virginia Cavalry Company A (historical reenacting organization)

● Lone Star Legion (miniature wargaming club)

Work History

Bodily Injury Claims Specialist Tier 3

State Farm, Richardson, TX, Jan 2019-Jan 2020

● Investigated complex auto liability

● Experience in adjusting claims in FL, GA, NC, OK, SC, and WY

● Experience in adjusting severe and catastrophic injury claims, up to and including fatalities

● Experience in adjusting extracontractual claims

● Experience in adjusting pre-litigation and litigation claims

● Investigated complex coverage issues

● Investigated bodily injury liability

● Negotiated settlement of auto liability and bodily claims, both for pro se and attorney represented claimants, applying applicable state and venue laws

● Maintained knowledge and experience of changing state and venue laws

● Reviewed, evaluated, and valued bodily injury claims, claims, both pro se and attorney represented claimants, applying applicable state and venue laws

● Worked directly and indirect with defense attorneys in handling litigation cases

● Investigated fraud indicators on claims

● Reviewed, evaluated, and provided feedback and coaching to peers and superiors.

● Communicated with team members, business partners, attorneys, and customers, both internal and external, via telephone, written correspondence, in-person, or other electronic media

Personal Auto Claims: Customer Service Representative; Telephone Service Representative I; Telephone Service Representative II, Performance Monitoring Team GEICO, Richardson, TX, July 2012-Oct 2018

● Experience in adjusting claims in CO, IA, KS, ND, NE, NM, OK, SD, TX, and WY

● Experience in adjusting severe injury claims

● Experience in adjusting pre-litigation claims

● Investigated complex auto liability

● Investigated complex coverage issues

● Investigated bodily injury liability

● Negotiated settlement of auto liability and bodily claims, both for pro se and attorney represented claimants, applying applicable state and venue laws

● Maintained knowledge and experience of changing state and venue laws

● Reviewed, evaluated, and valued bodily injury claims, claims, both pro se and attorney represented claimants, applying applicable state and venue laws

● Investigated fraud indicators on claims

● Reviewed, evaluated, and provided feedback and coaching to peers and superiors.

● Communicated with team members, business partners, attorneys, and customers, both

● Internal and external, via telephone, written correspondence, in-person, or other electronic media

Technical Support Specialist, Tier II; Technical Support Specialist, Tier III T-Mobile USA, Frisco, TX, Aug 2009 – Jun 2012

● Investigated, diagnosed, and troubleshot complex hardware and software issues for cellphone, tablet, and other electronic devices

● Investigated, diagnosed, and troubleshot cellular network issues for cellphone, tablet, and other electronic devices

● Worked with outside business partners for development, distribution, and training of training and usage documentation

● Acted as intermediary between end users and software development teams

● Acted as intermediary between end users and engineering teams

● Communicated with team members, business partners, and customers, both internal and external, via telephone, written correspondence, in-person, or other electronic media Customer Sales and Service Representative; Escalations Team Representative; Senior Fraud Analyst,

GSI Commerce,Melbourne, FL, Sept 2005 – Aug 2009

● Managed direct, inbound sales for several major e-commerce companies, including, but

● not limited to, partners such as iRobot.com, Palm.com, and Radioshack.com.

● Managed service issues of direct inbound sales for partner companies.

● Provided technical service and assistance related to partner company products.

● Addressed escalated service related issues.

● Worked directly with representatives from partner companies in resolving customer issues

● Worked with internal and external resources to develop and maintain the flow of

● e-commerce sales both through CSSRs and partner websites.

● Manage a team of Sales and Service Representatives

● Worked with numerous resources to assure legitimacy of orders.

● Worked to prevent fraudulent credit card usage as well as prevent and identify identity theft

● Managed a team of Fraud Analysts

● Developed and wrote the training manual and procedures for Fraud Analyst team



Contact this candidate