Client Service Customer
Resume:
James Russell
*******.*********@*****.***
Highly experienced sales and client service representative with extensive experience in insurance sales, financial accounts, and client service is looking to fill a quality position at a well-respected company that offers growth opportunities. I have a vast amount of experience and excel in sales, service, leadership roles, and production. PROFILE
Advanced computer skills in Microsoft Office (Word, Excel, Outlook, PowerPoint)
17 years in sales, client service, and insurance servicing
Extensive call center experience
Initiate and manage sales accounts from open to close
Project management in developing goals and procedures
Critical thinker, multi-tasker, problem solver, and high work ethic
Train team members on customer service, sales, and financial accounts
Perform complex financial calculations
Receive, verify, and log insurance payments
Audit team members transactions and phone calls for quality and accuracy
Data entry, 10-key, and all standard office equipment
Extensive knowledge regarding HIPAA laws
Ability to multi-task in a busy environment and effectively prioritize workload EXPERIENCE
3/27/2023 to current USAA
Auto Claims Adjuster
Within defined guidelines and framework, responsible to adjust auto non-injury insurance claims presented by or against our members to include the end-to-end claims process and settling claims in compliance with state laws and regulations. 7/25/2022 to 2/22/2023 Knight-Swift Transportation Cargo Disposition Coordinator
Manage, control and monitor delivery discrepancies until Swift has been relieved of control of the product by the customer.
Ensure customers are appropriately billed for expenses related to agreed upon services rendered (ie. re-delivery fees, destruction charges, storage fees, other accessorial charges, etc.).
Respond to incoming phone calls, e-mails or messages from Drivers (Company or Owner Operator) related cargo discrepancies at delivery.
Monitor freight disposition queues regularly. Maintain key performance metrics.
Evaluate refused freight and use Best In Class customer service to coordinate with designated department personnel the disposition of refused freight for timely resolution.
Verify and document proper handling of disposition in appropriate systems of record and various customer websites/portals.
Authorize and control costs associated with delivery discrepancies by negotiating with customers, third party vendors and Swift's designated internal department personnel. Make effective and appropriate economic decisions based upon the communications and data gathered.
Properly notate and document all charges being assessed to ensure proper billing and recovery of charges.
Manage and maintain queue of open claims waiting for billing to process. Communicate with billing department to ensure timely application of charges. 11/15/2021 to 5/9/2022 Ryan, LLC
Analyst, Property Tax Compliance
Interacts with taxing jurisdictions to verify tax bill, address, and deadline information.
Monitors compliance and filing requirements in conjunction with staff and management. Builds knowledge of property tax jurisdictions throughout the country, including tax bill deadlines and tracking statutory postal and payment requirements.
Receives, identifies, and sorts all incoming mail on a daily basis. Assists with the overall process for multiple clients, and services bill pay needs for both internal and external clients.
Creates, reviews, and processes check request batches for multiple clients in multiple jurisdictions. Coordinates outgoing mail processes, including preparation of certified and return receipts, and proper postage metering; logs proof of mailers; and delivers mail to post office or courier service.
Scans and archives proof of mailers, checks, bank registers, and AP exports in Property Tax system of record.
1/03/2020 to 11/10/2021 Paychex
Support Advisor and Customer Service Support
Provides technical support for employee onboarding systems and learning environments.
Provides extensive customer service assistance through inbound instant chats, calls, and emails for instructional usage and troubleshooting.
Performs audits on knowledge-based articles regarding procedural guides and troubleshooting for accuracy.
Submits corrections to update procedural guidelines. 9/17/2017 to 12/31/2019 Falck, USA
Customer Service Specialist
Makes and receives high volume of phone calls regarding payments for transportation services and health insurance services
Performs high volume data entry of financial, address, and insurance information utilizing Excel
Reconciles credit card reports for payments and updates accounts
Reviews payments to determine credits for employee quotas
Acquires health insurance information while maintaining HIPAA laws 03/2014 – 3/2017 Farmers Insurance Group/State Farm Agency Sales and Customer Service Specialist
Extensive outbound and inbound sales calls to create auto, home, life, and health insurance policies
Performs complex math calculations with determining factors for accurate quotes
Maintains high sales quotas and reconciles on Excel spreadsheets for tracking purposes
Receives and enters personal and financial information on documents and spreadsheets
Reviews all documents for accuracy and completion
Performs follow-up phone calls to acquire and close additional policies
Performs data entry of financial, address, and sensitive information
Acquires health insurance information while adhering to all HIPAA laws 9/2013 – 2/2014 General Dynamic
Medicaid and Medicare Customer Service, Temporary
Receives high volume enrollment calls for Part D prescription plans
Performs complex calculations of prescription plans for enrollment based on pertinent health and medication information for enrollment
10/2006 – 6/2013 AAA DSU / GCC
Sales and Customer Service, Trainer
Receives inbound phone calls for customer service and sales
Informs customers of various AAA programs, information, benefits, and costs
Reviews all transactions completed by trainees for complete accuracy
Monitors employee calls to create metrics for production quotas
Enters customers personal and financial information on documents and online
Completes changes to active policies
Extensive data entry
EDUCATION
1998 – 2001 Ironwood High School
Graduated
2001 – 2003 Glendale Community College, ASU
Business Management, 47 credits
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