Customer Service Call Center
Resume:
TRACY DENISE CLARK
Akron, Ohio 44306
Residence: 330-***-**** Cell: 330-***-****
Email: ********@*****.***
CAREER SUMMARY
Customer Service professional with results-oriented experiences in the insurance, retail and sales industries. Proven expertise in problem solving and customer service environments. Strong service background and team oriented, able to quickly develop deep understanding of the clients needs.
·1 Problem Research ·2 Call Center Environment
·3 Vendor-Customer
Negotiations
·4 Excellent Time Management
·5 Build Customer
Relationships
·6 Strong Product/Service
Knowledge
PROFESSIONAL EXPERIENCE
NATIONAL GENERAL INSURANCE 2012 -
Present
Auto Insurance Company
Claims Adjuster
Provide customer service to parties involved in an auto accident, while displaying empathy and maintaining professionalism during the claims process. Managed daily dairies, mail and returned phone calls in a timely manner. Make payments on first and third party claims with the authority of $2500.
1 Investigate third party property claims and determine liability 2 Handle first party claims for the insured.
3 Strong contact in a timely manner to communicate with policy holders, claimants and lawyers
4 Reserve rental for insured’s and claimants; monitor throughout the repair process
5 Insurance policy knowledge and application
6 Process and issue payment on the claim
7 Keep current and professional diaries, task and notes ALLSTATE INSURANCE
2010-2012
Auto and Home Insurance Specialty Company
Risk Assistant
Work directly with policy holders handling inbound service calls. Resolving issues and questions related to their homeowner’s policy. Ability to work in an extremely fast paced work environment. Understand customers need and anticipate a positive outcome. 1. Evaluate and make decisions and process individual Young Driver deletion and Restricted Rate across multiple lines of insurance within a particular region of the country.
2. Answer questions on status of policy, risk eligibility and underwriting policies and procedures.
3. Process policy endorsements in order to ensure quality premium accuracy. 4. Review underwriting decisions and suggest process of improvements. 5. Process policies by completing appropriate forms and determine appropriate letters and inserts to send to customers.
HOMSITE INSURANCE
2008-2010
Home Insurance Specialty Company
Customer Service Representative
Work directly with policy holders handling inbound service calls. Resolving issues and questions related to their homeowner’s policy. Ability to work in an extremely fast paced work environment. Understand customers need and anticipate a positive outcome. Clark,
Tracy-pg 2
1. Receive and respond to a high volume of calls regarding insurance questions about policies.
2. Initiate customer education regarding insurance coverage and terminology regarding policy.
3. Provide support to customers who have questions regarding premium increases, changes in policy and billing issues
4. Document impertinent details within policy on every inbound call, such as Cancel and Reinstating policy according to company guidelines. 5. Take payments for billing in form of checking account or credit card processing.
TIME WARNER CABLE
2007-2008
National Communication Company
Customer Service Representative
Provide and ensure customer satisfaction to internal and external customers. Provide billing and technical care. Drive value, awareness and sales. Ability to negotiate the best outcome for customer and the company. Ability to work in a fast paced work environment. Understand and achieve sales and retention along with goals and objectives. 1 Provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
2 Receive and respond to a high volume of telephone inquiries from customers and provide expert advice and solutions through consultative selling and problem resolution
3 Support customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
4 Listen to customer concerns and diffuse frustration by providing options and solutions
EDUCATION
BA, University of Akron, Akron, Ohio
AAS, University of Akron, Akron, Ohio
AAB, Southern Ohio College, Mogadore, Ohio
CERTIFICATION
Supervision Management, University of Akron, Akron, Ohio COMPUTER SKILLS
MS Word, Works, Excel and Access; Internet and Email; SAP Software, Horizon ADJUSTER LICSENCE
North Carolina, Florida, New York Conneticut and Mexico Adjuster License
Third Quarter 2013 and First Quarter 2014 Rental Champion Member of National General Insurance Rental Championship Team
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