Customer Service Representative

Angela Schmidt Phone 614-***-****

**********@*****.***

Awarding winning experience professional specializing in insurance and customer service.

Outstanding Qualities

. Skilled in high volume workflow with creative troubleshooting capabilities

. Meet deadlines and handle numerous projects and tasks simultaneously.

. Develop ideas into workable plans in a result-oriented environment.

. Establish logical and sequential methods for accomplishing stated goal.

. Execute strong communication and skills, both verbal and written

WORK EXPERIENCE

Augustine Insurance Company 04/23 - 03/24

Customer Service Representative

. Collects data from reports, on a daily basis for policies that are up for renewal, to see if we can get

a lower price for auto, home, renters and boat insurance. Verifying changes that were made

The next day to make sure all changes are correct.

. Provide Customer Service for our insurers that need a quote ran for auto, home, renters and boat

Insurance, or if a premium needs to be paid over the phone and any other questions that the customer may need help with.

. Paying the premium for customers that walk through the door.

Impact Community Solutions 09/22 - 03/23

Accounting Clerk.

. Review the client’s forms that they and the rental office completed (rental agreement, ledger, utility bill, amount needed/months allowed, that client is behind on) for accuracy in getting assistance with their utilities and rent.

. Calculate using the ledger from the rental office to see what back rent is due for the resident, so that the accurate amount of funds will be sent to the resident for the covid relief program.

. Check to see if the client has applied for assistance in the past. 18 months is the maximum allowed for assistance.

. Add the client’s information to the system to prepare for the check. Prepared checks for our clients, the check is printed and mailed out.

. The paperwork and copy of the check are scanned for future reference, if needed.

Nationwide Life Insurance 11/01 – 02/19

Sr Life Financial Service Representative

. Review up to 20 new business applications per day to make sure everything is in good order.

. Follow up with agents and vendors weekly through e-mail and phone calls on all pending policies.

. Provide necessary updates to the Underwriters to expedite approval.

. Maintain case load of up to 150 policies by reviewing the oldest policies and providing necessary action to speed the process up.

. Participating in answering agents phone calls and e-mails for all distributions and provide solutions and status on all inquiring policies.

. Assist in helping both new and tenured Case Managers with our IBM partners on their assigned daily work.

. Responsible for training, answering questions, handling new business policies.

. Manage production reporting for associates and managers.

. Assisted the team with any production issues and additional training as needed.

Quality Insurance Auditor

. Audited approximately 40 Case Managers on production of all types of life insurance policies.

. Completed 10 audits per person per month.

. Input all production results into New Business Quality Database

SR LIFE FINANCIAL SERVICE REPRESENTIVE/CASE MANAGER

. Ability to multi-task and manage a full case load.

. Make and receive phone calls from brokers, agents, internal sales, Regional Life Consultants, with questions regarding the status of new business policies.

. Assisted and trained associates in multiple departments

. Instrumental in the Project Spotlight for the system ALS to cyber conversions.

. Conducted training classes for employees on the new cyber system.

. Served as a Lead for training, answering questions and distributing work to associates.

Anthem Life Insurance Company, Columbus Ohio 04/99 – 05/01

Lead for Billing

. Supervised eight direct reports.

. Monitored production to meet all goals.

. Monitored workflow to maintain on time service.

. Balancing of lockbox payments and transactions daily

The Midland Insurance Company, Columbus Ohio 03/98 – 06/99

Senior Life Specialist

. Monitored and researched suspense entries for clearing.

. Responsible for maintenance of lockbox and cleared rejected items.

. Paid premiums that lockbox could not process.

. Communicated to policyholders written and verbally.

. Performed outstanding Customer Service

Ohio State Life Insurance 09/82 – 06/98

Lead for Account Control

. Served as a Lead in the Account Control Department, to train associates, perform quality checks and coordinate the

quantity of work with the overall workflow on the team.

. Made necessary work assignments, prepared reports and recommended scheduling needs for staffing.

. Responsible for coordinating test cycles

. Responsible for completing audits.

. Reconciled and corrected suspense accounts and general ledger out of balance for all production

. Performed test transactions directed for system conversions.

. Maintained working knowledge of online administrative systems.

. Received complex suspense entries and took appropriate action to correct any errors.

. Controlled and correct rejected input and system messages and related file maintenance

. Instrumental in the Project Spotlight for the system ALS to cyber conversions.

. Conducted training classes for employees on the new cyber system.

. Served as a lead for training, answering questions and distributing work to associates.

Education

High School graduate

Some College

Outlook

Teams

Microsoft Office

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