Customer Service Account Management

MARGARETE SNOWDEN JONES

*** ***** ****

Myrtle Beach SC 29588

************@*******.*** (Email)

443-***-**** (Cell)

SUMMARY: Thirty years of working experience in the financial, office management and insurance industry, which include management, sales, supervision, coaching, counseling, customer service, claims management, settlement negotiations, training and claims and fraud investigation

PROFILE STATMENT:

Senior administrator with 30 years of experience

8 years in management

6 years in investment and banking sales product and service sales;

11 years supervising and training staff

16 years Insurance and Claims Investigation

15 years of experience in banking and financial services

5 years Fraud Investigation

PERSONAL QUALITIES:

Professional, adaptable, drive for results, detail-oriented, systematic, problem solving and communicates effectively.

QUALIFICATIONS & SKILLS:

Operations/Administration/Computers:

Design administrative systems for management of information, financial reports and account management.

Manage daily operations with an average of 15 employees.

Information and account management.

Produce word and data documents on MS Word

Perform PC Maintenance, back-ups, file management.

Software – MS Word, Excel, and PowerPoint

Supervision:

Supervise full-time and part-time teller and Customer Service Representative Staff.

Troubleshoot problems and mediate solutions with customers.

Perform evaluations and write reviews

Train and coach staff in bank products, policies and customer services.

Lead through team approach.

Plan workflow, ensure production and quality service.

Customer Service:

Listen to customers, research problems; provide solutions.

Ensure total customer satisfaction

Implement quality customer service and corporate policies and negotiate solutions.

Excellent communication skills

Claims and Fraud Investigation

Contact all parties involved for recorded statements: witnesses, police officers, and attorneys

Perform Scene Investigations

Settlement Negotiations

Produce reports detailing investigative findings as a part of case documentation.

Attend and testify at District Court, Circuit Court, and Workers’ Compensation Commission hearings relative to cases as needed.

Conduct fraud investigations on claimants, policyholders and vendors and where warranted, prepare and present files for administrative referrals and criminal prosecutions

Perform and conduct complete background investigations to include social networking, criminal and other source information.

Perform and present trainings to company employees on fraud awareness and investigative databases.

EDUCATION/LICENSES

BA, Computer Science/Management

Goucher College, Towson, MD

AIC, August 2014 FCLS, October 2015

FCLA, November 2016 WCLA- November 2017

ACLA, September 2018 SCLA – September 2018

CAREER HISTORY

Chesapeake Employer (formerly IWIF), Towson MD 2/05-present

Investigator/Fraud Examiner (8/5/2014-present)

Associate Field Investigator (5/1/2013- 8/5/2014)

Claims Representative (2/3/05 -4/30/2013)

Allstate Insurance, White Marsh MD 6/02-1/05

Claims Representative

Legacy Unlimited, Baltimore MD 1/3/00-10/01

Director Internal Sales and Support/Compliance Officer

Morgan Stanley Dean Witter, Baltimore MD

Sales Assistant 3/8/99-12/99

First Union, (formerly Signet Bank) Baltimore, MD (1987-1999)

Financial Specialist (7/97-3/99)

Branch Officer /Sr. Investment Associate (4/95-8/96)

Hub Manager / Investment Associate (4/94-8/96)

Assistant Branch Manager (6/88-10/94)

Management Trainee (7/87-6/88)

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