Customer Service Collections Specialist

Sharon Coyne

**w*** Mockingbird Ln #*** Willowbrook, Illinois 60527 H: 630-***-**** C: 847-***-**** *********@*******.***

Summary Exceptionally detailed, well organized, and performance driven professional with dynamic leadership experience in providing excellent customer service in highly competitive environments. Exhibits high level of initiative to effectively handle and complete multiple tasks, projects without compromising time lines, quality, and functionally. Highly talented in identifying opportunities to optimize the use of available resources and consistently delivers successful outcomes. Proven expertise in handling and defusing tensions among staff and clients with tact and ease. Well-versed with various Microsoft Office applications.

Experience DOVENMUEHLE MORTGAGE, North Aurora, Illinois (temp)

Collections Specialist. 2019-present

Call delinquent mortgage holders and direct them to get back to being current with their payments.

W.R. BERKLEY CORP, Naperville, Illinois

Quality Assurance Analyst 2014 – 2019

Responsible for the quality assurance testing for new and revised bureau changes.

Testing of the rules and rating algorithm for P&C lines of business spanning 51 jurisdictions.

Create, modify, document and execute test plans.

Ensure bureau changes meet organization standards and end-user requirements.

Coordinate with development teams to resolve product defects.

Communicate and coordinate effectively all phases of a project to ensure quality end

results.

Ensure product release follow specifications.

Responsible for testing ISO Property, Auto, COP and WC rule and form attachment to make sure

system is in compliance.

Regulatory Analyst 2012-2014

Assist new entities that join Berkley Shared Services with initial rate and form filing requirements.

Assist existing entities with changes to the current rate and form filings.

Maintenance of current filings and monitoring of bureau changes to keep the programs as current as

possible.

LUTHERAN LIFE COMMUNITIES, Arlington Heights, Illinois

Community Caregiver 2012- 2012

Provide outstanding customer service to clients

Proactively attend to client needs

Acknowledge and quickly resolve customer concerns

HARCO NATIONAL INSURANCE COMPANY, Rolling Meadows, Illinois

IT Business Systems Analyst 2009-2011

Prepared systems rating environment by loading down the service pack bimonthly. Advised

vendor of any problems that were encountered. Assisted coworkers with networking

problems and computer software issues.

Tested and evaluated service packs in the testing environment in PD.net and CI

Windows Systems for rating, quoting, and issuing.

Checked the closed regulatory logs with each bimonthly service pack.

Updated the AS400 tables.

Maintained the Coding Manual for statistics.

Developed test plans.

Underwriting Assistant III 2004-2009

Processed quotes, issues, and cancellations for all lines of business. Received and fixed any workers’ compensation critiques that came in. Endorsed policies with information that came from our Brokers and Regional Sales Managers.

Trained coworkers on rating system.

Compiled a list of notaries within the company for our bond system.

Mastered all rating systems required to process accounts.

ZURICH NORTH AMERICA, Schaumburg, Illinois

Underwriting Assistant 2002-2004

Processed issues for our Assigned Risk Auto book of business in the states of Massachusetts, New York, and Texas. Endorsed policies as necessary.

Ordered Motor Vehicle Reports and loss runs.

Developed invoicing for accounts.

Analyzed losses for all lines of business.

Monitored claims

Assistant Account Executive, Southfield, Michigan 2001-2002

Set up renewal policies for Underwriting Assistants to quote by gathering pertinent information such as claim reports, Motor Vehicle Reports. Checked endorsement requests before giving to the Underwriting Assistant to process to make sure the information was correct.

Additional

Experience FREMONT COMPENSATION, Southfield, Michigan, Renewal Coordinator, 2000. Reviewed renewal policies with manual premiums over $5,000. Printed loss runs and ordered experience- modification work sheets for underwriters and agents when needed.

Education ARGOSY UNIVERSITY, Schaumburg, Illinois

Pursuing B.A. In Psychology, 2011 – Present

President's List

WESTWOOD COLLEGE, Chicago, Illinois

Diploma and Certification, Medical Assisting, 2007

Dean's List

Other Training ILLINOIS STATE UNIVERSITY, Normal, Illinois

Music Therapy Curriculum

Computer Skills Microsoft 2010 Programs, Windows, CSC Enterprise System

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