Service Representative Sales
Resume:
William D Frank
Irving, TX 75062
*******.*.*****@*****.***
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
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