Customer Service Life Insurance
Resume:
CHERYL R. CONE
Jacksonville, Florida 32210
********@***.***
OBJECTIVE: A challenging professional position within a growing organization to best utilize an extensive history of demonstrating success in analytical and technical assignments.
SUMMARY OF QUALIFICATIONS
• Nineteen years experience in the life insurance industry.
• Six years experience in the equipment financing industry.
• Outstanding customer service skills.
• Consistently evaluated as a top performer.
• Able to build strong working relationships with co-workers.
• Reliable and adaptable; learn new systems quickly, and take initiative.
PROFESSIONAL EXPERIENCE
CATERPILLAR FINANCIAL
Contract Administrator (2009 – 2012)
Processed title work for collateral on contract loans and leases.
• Worked directly with state and county Department of Motor Vehicles for all states to secure lien holder position on titles.
• Maintained follow up report to confirm that all recorded titles were received within ninety days from the booking date.
• Responded to requests from Regional Sales Managers and customers regarding copies of titles, lien releases, and copies of documents.
Documentation Coordinator (2005 – 2009)
Processed Uniform Commercial Code terminations from other lenders. Processed paid in full contracts and sent documents to the customer.
• Monitored follow up report for UCC items to verify they were cleared in a timely manner.
• Responsible for printing recorded UCC filings daily. Updated internal system for receipt of UCC with filing date and filing number. Filed UCC continuations before expiration date.
• Updated Access database with paid in full contract information. Sent documentation to customer or other lending institutions.
• Organized files for transport to offsite vendor for storage.
• Member of two Six Sigma project teams
PRUDENTIAL FINANCIAL
Customer Service Associate (2000 - 2003)
Participated in a variety of projects during Prudential’s process of converting from a mutual company to a public company.
• Chosen out of staff of 17 to expedite claims processing to reduce amount of delayed claim interest payable in special interest state of Illinois.
• Processed manual calculations and complex coding for death claims that fell outside standard systems processing, while maintaining timeliness and accuracy.
• Handled high call volumes, assisted customer with complex demutualization concepts.
• Initiated Internet research to locate beneficiaries of unclaimed life insurance benefits.
CHERYL R. CONE Page Two
Interest Sensitive Calculations and Complex Processing Associate (1995 – 2000)
Prepared manual calculations and coding for Interest Sensitive life insurance policies and annuities, including death claims, premiums, disbursements, cash surrenders, and loans.
• Processed requests for all types of customer initiated transactions that fell outside standard systems processing.
• Performed calculations and coding using established procedures and on-line rules book, while consistently exceeding quality and production standards.
EDUCATION
AA, General College, Florida Community College, Jacksonville, Florida
PROFESSIONAL DEVELOPMENT
• Encouraging Workplace Diversity & Inclusion
• Conflicts of Interest
• Effective Communications
• Information Security Awareness
• Fundamentals of Exceptional Customer Service
• Effective Telephone Techniques
• Loyalty Matters
• Data Privacy
• Customers for Life
• Confronting Hostility in the Workplace
• Code of Conduct Awareness
• Emotional Intelligence at Work
TECHNICAL SKILLS
Excel, Word, Access, and Microsoft Outlook.
HONORS
• Eye on Quality Award for assisting with Office Move/Relocation- August 2006
• Eye on Quality Award for changing job roles three times in one year to support the Enterprise- December 2008
• Eye on Quality Award for processing 700+ titles for a Revolving Line of Credit Customer- November 2009
• Nominated for Employee of the Month for sending 40 titles to customer with additional documents within a couple of hours after request was received- December 2009
ACTIVITIES
• Member of Toastmaster’s International, 2009 - 2010
• Notary Public, State of Florida-Commission Expires May 25, 2013
• Member of Caterpillar Sustainable Development committee
• Certified Six Sigma Green Belt
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