Customer Service Vice President

JOHN FOX

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

Bloomington, IL ***04

Mobile - 309-***-****

Email - *.***@****.***

HIGHLIGHT OF QUALIFICATIONS

Recognized Leader with over fifteen years of Processor and Analyst experience within the Insurance industry

Reputation for Exceeding Expectations with strong interpersonal, written, and verbal communication skills

Expert to Advanced Skills in Microsoft Office Suite, Apple products and miscellaneous IT software solutions

Developed Kaizen Strategy to improve workflow for a department and better the productivity

Edited and Made Corrections to the State Farm Insurance Agency Department Website

Blogger/Website Editor/Marketing Executive for the Illinois State University ice hockey team

Illinois State University Ice Hockey Team – Former Assistant Coach/Website Editor/Statistician

Helped the Advertising team and Marketing team with ideas to bring in more attendance to the ISU hockey games

Worked directly with the Advertising and Marketing areas to obtain Sponsors for both MCYHA and ISU hockey

McLean County Youth Hockey Association (MCYHA) – Former and Current Vice President and Board of Directors Member

MCYHA – Former Head/Assistant Coach

MCYHA – Former Blogger/Website Editor/Marketing Executive/Statistician/Digital Advertising

Used great Adaptability/Problem Solving/Strategic Thinking/Prioritization/Organization/Business Sense to obtain results

SKILLS

Microsoft Office Suite (Expert)

Apple Products, Imaging Software

Web Editing (Dreamweaver, HTML basics)

Digital Advertising & Marketing

Blogging & Editorial Mastery

CORE COMPITENCIES

Claims & Insurance Operations

Workflow Optimization (Kaizen)

Team Leadership & Coaching

Digital Marketing & Web Management

Customer Service

Critical Thinking

Management Skills

Print & Production Skills

PROFESSIONAL SUMMARY

Experienced Insurance Professional and Team Leader with over 18 years of success in claims processing, customer service, and digital communications. Demonstrated ability to lead teams, improve operational workflows, and build strong relationships across departments. Brings a blend of analytical skills, marketing acumen, and technical proficiency to achieve business goals.

EDUCATION

Colorado Technical University, Colorado Springs, CO Jan 2013

Bachelor of Arts, Business Administration - Management

Cum Laude Honors

Certificates of Excellence in Marketing and Global Economics

Heartland Community College, Normal, IL May 2001

Associate of Science Degree, Microcomputer Applications / Business

Dean’s List honors

Campus Ambassador

EXPERIENCE

Underwriting Mail Clerk Oct 2024 – Jul 2025

Kelly Services @ State Farm Insurance - Bloomington, IL

Sorted new returned mail items to be imaged

Sorted & Processed returned checks

Used Multiple Software Applications to Process all work

Used good Time Management skills to ensure that work was completed each day

Used Organizational skills to make it easier and faster to Process work

Gave Recommendations to management/co-workers on ways to alter desk configuration to help/speed-up processes

Gave Recommendations/Advice on how to word and what to put in Procedure Manuals

McLean Count Youth Hockey Association – Vice President/Head Coach/Assistant Coach/Webmaster Jul 2024 – Apr 2025 & Jul 1998 - 2005

MCYHA - Bloomington, IL

Handled Advertising/Marketing developments

Established a good relationship between MCYHA and the new ECHL ice hockey team, the Bloomington Bison

Used Team Building skills as a Head Coach and Assistant Coach for the organization

Was Website Editor, Statistician, Photographer, and Videographer for the organization

Produced the first “End-of-the-Year” Video with photos, videos, and sound for the team’s annual banquette

CEO/Owner Feb 2024 – Sep 2024

Fox Cleaning - Bloomington, IL

Created Fox Cleaning LLC (DBA Fox Cleaning)

Created Marketing and Advertising campaigns for hiring workers and obtaining clients

Created a web presence for Fox Cleaning

Managed multiple staff

Used Negotiation skills to obtain recurring business

Auto - Claim Specialist Jan 2022 – Feb 2024

State Farm Insurance - Bloomington, IL

Handled Inbound/Outbound calls

Used Critical Thinking skills to make decisions on claims

Demonstrated great Teamwork to achieve the team’s goals for the day

Used Knowledge of the industry to Investigate, Negotiate, Settle, and Finalize claims

Used my Management skills to Manage the time cycle of claims for quick Resolution satisfying the customer

Was very Resourceful in accomplishing everyday tasks in this role

Collector Mar 2021 – Aug 2021

AFNI, Inc. - Bloomington, IL

Handled Inbound/Outbound collections calls

Used Multiple computer applications for the collections process

Negotiated settlements and Paid-in-Full Payments

Use of Compassion, Understanding, Knowledge of Industry, and Willingness to Help the Consumer for settlement

Front End Employee Dec 2020 – Feb 2021

Walmart - Normal, IL

Door Greeter

Checked receipts at the door for unbagged items for Loss Prevention

Sterilized carts (during Covid time)

Operated check-out lanes

Handled self-check-out lanes

Helped customers with any issues

Always had a Smile

Eager to Satisfy the customers

Life Company – Claim Processor/Customer Service Assistant Oct 2019 – Oct 2020

State Farm Insurance - Bloomington, IL

Initiated Life Death Claims for State Farm Insurance

Handled In-bound and Out-bound mail items

Developed procedures for the Line Unit workflow Manual

Continuously Worked with Analysts and Systems Engineers to better the systems that were used for Life Claims

Used Teamwork and Leadership to improve processes to Better Serve the State Farm customers

Handled cash surrenders of policies

Was Team Lead and Trainer for the Imaging Software Team

Was Team Lead and Trainer for the Undeliverable Emails Team

Was a Go-To Person for co-workers and management

Had a Kaizen idea implemented that improved the workflow for the Annuities APT team

Built Great Relationships across multiple teams and departments

Front Desk Supervisor May 2013 – Nov 2013

Pheasant Lanes - Bloomington, IL

Handled All front desk responsibilities

Monitored lanes

Cash-in / Cash-out

Vendor Transactions

Party Booking

Beginning of day/End of day Cash Calculations

Facility Maintenance

Cleaning

Relationship Building with co-workers and customers

Was the Go-To Person for owners, managers, and all other employees

Subrogation - Claim Processor/Customer Service Assistant/Payment Processor Aug 2005 – Feb 2013

State Farm Insurance - Bloomington, IL

Handled in-bound and out-bound phone calls to vendors, attorney offices, the insured, the claimants, and government agencies

Made Sure that the vendors and attorney offices were paid correctly and that the money coming from them was Applied to our insured’s policy Correctly

Passed the Florida Licensing exam to obtain my Claim Processor License in all 50 states

Handled edits to the State Farm Insurance Agency Web Page

Worked Well with the team to get all edits made by the daily Deadline for publishing each day

Used my Editing and Proofreading skills to Find errors in text and correct them to make the website look more Professional

Record holder for most work processed in one day

Implemented a contract with an external contractor saving company over $126,000 a year in mailing costs

Processed financial Transactions in-bound to State Farm Subrogation

Handled Project Management tasks for the team

Scheduled many department meetings

Team Lead for draft area – sorted and signed all letters and drafts created for claims

Managed a 3–5-man team to get all Draft teamwork completed

Developed a spreadsheet to keep track of work processed

Implemented a folding machine that took a 5-person job down to 1-person

The company saved over $125,000 a year by using this machine

Information Security – Intern Apr 2002 – Jul 2002

Carle Medical Center – Normal, IL

Used spreadsheets and data entry modules for Scheduling Trainings for all employees

Formulated and Produced Training Manuals for every employee at the hospital in 4 locations in Illinois

Organized the department’s entire Filing Cabinet System

Instructional Development Center (IDC) Manager – Intern Jan 2001 – Apr 2001

Heartland Community College – Normal, IL

Reorganized the entire department and storage shelves

Instructed staff and professors on how to use different software packages

Helped Create documents, videos, and web pages via such applications as Word, Excel, PowerPoint, Access, Dreamweaver, and PhotoShop

Setup rooms and areas for Meetings

Helped with the Presentation Display for multiple instructional meetings in the IDC Training Room

Ordered food for special dinners/events for faculty and staff

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