Insurance Customer Service Specialist Resume Title

Calencia L. Crutchfield

Cell: 240-***-**** Email: ***********@*****.***

Area of Expertise

Customer Service Property & Casualty Insurance Risk Management Call Center Data Entry Supervision Customer Satisfaction Underwriting Process Improvement Quality Assurance Organization Multi-Tasking Performance Management Policy Documentation Summary of Qualifications

● Over 15 years of sales experience in Property & Casualty Insurance and risk management.

● Call center experience, in-person and remote, handling 50-65 inbound calls assisting customers.

● Reputation for excellent customer service, displaying high quality communication and organizational skills.

● Reduce customer call back by creating a simple and hassle free interaction with clients.

● Ability to plan, organize, and prioritize assignments and duties despite various deadlines.

● Capable of maintaining confidentiality with tact, sensitivity, and discretion.

● Excellent communication and organizational skills as well as attention to detail.

● Result driven professional with knowledge and experience managing complex issues independently both internal and external business relationships.

Professional Experience

Trust Risk Management Services April 2016 to Present Rockville, MD

Insurance Customer Service Representative

● Promptly handle 50-65 daily inbound calls from policyholders and potential customers in a call center setting.

● Process customer requests in accordance with established policies and procedures.

● Enters detailed electronic notes of customer interactions in the database

● Follow through on internal investigation of pending issues (underwriting, claims) and provide rapid response and disposition to customers.

● Effectively handle data entry of individual renewal policies.

● Provide product education to market other products to the customer base.

● Review and underwrite applications and/or renewals (D&O, PL, & BOP), for insurance coverage to determine eligibility.

● Assist with issuing endorsements, certificates of insurance, and submitting claims.

● Service and manage a designated book of business including: analyzing the needs of clients, evaluating and answering questions regarding coverages, billing, etc. and perform the day-to-day administrative tasks associated with each client.

● Process new business including: rating and quoting, preparing summaries and proposals, finalizing marketing and ordering/review of final policies.

● Manage the renewal process, update respective systems, prepare reports and order/review final policies.

● Respond to client, producer and carrier requests and miscellaneous correspondence.

● Update electronic client files as needed to include all policies, endorsements, renewals, and supporting documentation.

● Assist clients in submitting first reports of claims and follow up on claim status, keeping the client and producer informed.

Calencia L. Crutchfield

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Burley Insurance & Financial Services, Inc.August 2010 – November 2014 Bowie, MD

Licensed Insurance Sales Agent:

● Handled inbound and outbound calls regarding insurance policies from policyholders, agents, third parties and business partners.

● Created an exceptional customer experience while contributing to individual and team goals.

● Diagnosed customer issues while providing solutions to achieve results while balancing customers’ needs within company guidelines.

● Contacted underwriters to determine eligibility prior to binding coverage with commercial, auto and fire products.

● Generated quotes for several insurance companies such as Erie, Travelers, Progressive, AIC and MAIF (Maryland Automobile Insurance Fund) products including, but not limited to, commercial, personal auto and home products.

● Processed policy changes, applied payments and provided required documents. Terry L. White State Farm May 2006 – August 2008

Washington, DC

Licensed Insurance Sales Agent:

● Handled inbound and outbound calls from policyholders, potential policyholders, and third party inquiries.

● Developed marketing strategies to compete with other individuals or companies who sell insurance.

● Interviewed prospective clients to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.

● Utilized product knowledge and enthusiastic personality to quickly map out client’s needs and recommend appropriate products.

● Handled policyholder requests, updates and payments. Software Skills

● MS Office (Word, Excel, PowerPoint & Outlook)

● Proficient with internet usage, fax, copier, multiple line phone systems

● ECS, Evolve, OSSMOSIS, Image Right, Citrix

● SharePoint and TEAMS

Education

Montgomery Blair High School

Diploma

REFERENCES AVAILABLE UPON REQUEST

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