Customer Service Assistant

**** ********** ****** ***** *******, MO ***** 816-***-**** **************@*****.***

OBJECTIVE:

Dedicated and experienced professional with strong skills and experience in both customer service and account management. Seek position with a company that values experience and provides growth opportunities.

PROFESSIONAL EXPERIENCE

March 2000-June 2020

Trip Mate, Inc., Kansas City, MO 64114

Provide leading travel protection plans, complete program administrative services including product design, underwriting and state of the art claims services. 2016-2020 Client Relations Account Manager

The Account Manager works closely with all internal and external stake holders and is responsible for making decisions to ensure client’s needs are met accurately and timely.

Primary contact for approximately 140 client partners who offer travel insurance to their clients

Understands and articulates travel insurance fundamentals, design of client plans, underwriting elements, assistance services, claims processing, client compensation

Assisted sales staff with the quoting and setting up new client partners

Created client certificates, marketing materials including ads, presentations and websites

Oversee, coordinated and responded to email requests from clients, sales team, internal team members regarding claims issues, coverage and plan design questions, internal process and procedures including exceptions.

Provided proofs, tests, plan documents, and assembles client website materials ensuring verbiage meets regulations with the initial new business and quarterly

Responsible for managing new business process including client proposals, monitoring status of internal process and procedures, maintain administration manual, ads, certificates and licensing for both client partners and key account managers, and senior staff

Responsible for reporting on request for all assigned accounts

Provided customer service and handles any accounting or manifest issues

Responsible for proofing all sites, ads, Plan Documents put together by the Account Administration team with the initial new business and quarterly Matthew Rittmaster

2007-2016 Claims Assistant

Facilitated communications between Trip Mate and the third-party claims processor of emergency assistance to passengers traveling out of the United States.

Provided initial service for clients offering on-line processing of claims by creating files, maintaining documentation and status for received information prior to digital conversion of the client’s portfolio

Catalogue and maintain investigation records for legal complaints to state insurance departments, the Better Business Bureau, and all attorney inquiries 2005-2007 Customer Service Unit Leader

Liaison between customer service representatives and the supervisors

Trained and mentored newly hired representatives in roles and responsibilities

Provide quality customer service and effectively handling and customer complaints

Communicated to claimants denied claims and provided appeal procedures 2000-2005 Customer Service Representative

Acted as first contact with traveling passengers filing claims for issues

Provided claims intake and claim status to claimants

Documented and maintained record of all customer service contacts VOLUNTEER ACTIVITIES:

Raymore Parks and Recreation, Raymore, MO

Girls Basketball Head Coach, Youth Softball Head Coach and Assistant Coach Movement and Company, Raymore, MO

Booster Club, Assistant Chair

Annual Golf Tournament, Fundraiser and Concession Stand EDUCATION/TRAINING

Shawnee Mission South, Shawnee Mission, Kansas

High School Diploma

REFERENCES:

Available upon request

Contact this candidate