Manager Customer Service

Glenda Seymour

**** ********* *****, ********, ** 28105 – 704-***-**** – **************@*****.***

PROFESSIONAL EXPERIENCE

Auto physical damage Appraiser, Bodily Injury, Auto Damage and total loss claim adjuster, Subrogation and Arbitration Specialist, Fire and theft specialist

Travelers Insurance Charlotte, NC

November 2010- present

Review and analyze coverage. Apply policy conditions, provisions, exclusions and endorsements in a variety of vehicle damage claims with varying degrees of complexity and severity.

Review and interpret injuries and treatment on injured parties and work toward settlements. Work with individuals as well as attorneys on settlement of injuries.

Review, write and interpret property damage including auto appraisals and other property estimates.

Investigate facts and negotiate resolutions as appropriate.

Manage fire, theft and other claims that require specialized investigation and utilization of internal and external experts in accordance with local laws.

Provide quality customer service to meet the needs of the insured, claimant and all internal and external customers.

Successfully negotiate subrogation demands from adverse carriers resulting in substantial savings for the company including review of estimates, photos to determine if in line and accurate for demand.

File and answer arbitrations comprehensively and timely.

Arbitrator for Arbitration Forums, Inc and actively listen to and settle panelist’s cases for liability and damage disputes.

Recognize additional coverage issues (i.e. covered equipment, endorsements).

Review estimate to effectively and efficiently resolve the claim.

Utilize accessible tools when needed (i.e. ISO, Choicepoint, NADA, KBB, and Auto Trader).

Provide quality customer service to meet the needs of the insured, claimant and all internal and external customers.

Seven promotions in less than 7 years in organization.

Investigative Assistant (Investigative Services- SIU, Surveillance unit)

Travelers Insurance Charlotte, NC

February 2009 –November 2010

Create and maintain multiple excel spreadsheets for tracking purposes (ex: National Accts)

Do Newsletter monthly

Contacts with PI firms and claim adjusters.

Handle invoicing including accounts payable.

Run ISO reports, Decision Point Lexus Nexus or other specialized reports as needed for investigations.

Act as Customer Service liaison within claim and with other parts of the organization in order to coordinate work as well as give, receive, or exchange information.

Operations Manager Charlotte, NC

Nationwide Insurance April 2006 – February 2009

Licensed Property & Casualty and Life & Health insurance Agent

Handled agency entire book of commercial business including writing policies as well as servicing.

Managed staff of agency employees and managers to deliver superior customer service.

Facilitated meetings; delivered & implement new ideas to aid in coaching and development processes for all employees. Set up and implement office manual with agency procedures.

Handle bookkeeping including inputting of data in Quick Books. Handle all accounts receivable and payable for agency, including multiple specific bank accounts. Duties also include reconciling all accounts.

Appropriately apply authority to resolve problems/complaints for best outcome for employees and customers.

Account Manager Charlotte, NC

Edwards, Church & Muse Insurance March 2004 – April 2006

Account Manager for all commercial accounts. Wrote and serviced commercial insurance.

Issue Certificates of Insurance, endorsements, binders and coverage to customers.

Serve as main point of contact for customers in property and casualty business.

Cross sell and generate new business-utilizing contacts within agency and broker contacts.

Agency Manager Charlotte, NC

Nationwide Insurance July 1994- March 2004

Handle personal, commercial, and life and health insurance products for established and new customers.

Handle all agency bookkeeping including inputting of data in Quick Books. Handle all accounts receivable and payable. Duties also include reconciling all accounts, payroll, and benefits.

Implemented procedures for office as well as motivate and train employees on agency procedures.

Appropriately apply authority to resolve problems/complaints for best outcome for employees and customers.

Coach and counsel direct reports on telephone etiquette, written correspondence techniques and email procedures.

Education and Professional Development:

Graduated High school in 1984 with Honors

Member of, National Honor Society as well as Jr National Honor Society

Attended UNCC majored in Math/accounting

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