Customer Support Leader in Insurance Operations

EILEEN HICKS

High Point, North Carolina United States +1-516-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Dynamic customer support professional with a proven track record excelling in insurance documentation and client relationship management. Skilled in problem-solving and data analysis, I consistently exceed expectations while mentoring peers and enhancing service delivery, ensuring client satisfaction and operational efficiency. SKILLS

• Customer Support/Service • Billing • Underwriting

• Microsoft Office • Data Analysis • Problem Solving Skills

• Time Management

EXPERIENCE

Customer Support Associate, Business Insurance August 2022 - Current Marsh & McLennan Agency Greensboro, NC, United States Retain relationships with existing clients by providing them with excellent service which includes timely and accurate processing of change requests, Auto ID cards and certificates of insurance on commercial lines policies

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• Support Account Managers as needed during policy life cycle to provide exceptional customer service

• Train/mentor other Support Associates to provide encouragement and support growth

• Extensive experience with AMS360 and Image Right

• Excel individually and serve as team player to resolve urgent customer concerns Account Specialist September 2018 - May 2022

Integrated Brokerage Services Plainview, NY

• Created certificates of insurance for large account and provided exceptional customer service

• Directed numerous calls per day to appropriate recipients using multi-line system. Created monthly report for management that helped in tracking weekly and monthly totals of certificates issued for installations, deliveries and projects

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Underwriting Technician June 1990 - May 2018

GEICO Woodbury, NY, United States

Collaborated with underwriters to ensure correct rating information received for new business and renewal policies that resulted in reduced fraud exposure

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Reviewed MVR reports, comprehensive loss reports and processed policy change requests while exceeding daily Work In Process goals

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• Resolved issues from policyholders regarding underwriting and billing concerns Conducted Underwriting Fraud training classes to help obtain and exceed monthly premium recovery goals due to fraudulent information provided on applications

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Led billing team conference calls and collaborated with internal teams to successfully sign-off on monthly Production release items

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EDUCATION

Associate in Arts degree

Nassau Community College, Garden City, New York

CERTIFICATIONS

North Carolina Property/Casualty License

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