Customer Service Quality Control
Resume:
Casheika C. Moses
Carmel, NY **512
*************@*******.***
___________________________________________________________________________
OBJECTIVE:
I would like to obtain a position, which will enable me to utilize my communication, analytical, administrative, and customer service abilities. My goal is to gain knowledge of the entire operation and advance to management and beyond.
SKILLS:
Microsoft Word, PowerPoint, & Excel. Typing 65 wpm. Knowledge of Applied, AFW, AMS360, & Sagitta, Nexsure Management Systems
EXPERIENCE:
06/2010-Present INT Technologies/Wells Fargo Ins. Carmel, NY
Nexsure Implementations Trainer/Support Analyst
As a Nexsure Certified Trainer I worked with clients from setup of their Nexsure site to go-live support. Training on-site or remotely through Live Meeting for new and existing clients included personalized training of CRM and Accounting and development of workflows for niche businesses. Duties included, but were not limited to working from release specs to update and maintain internal training scripts in addition to training manuals available to users in the Nexsure Help system. I was also responsible for testing the Nexsure training environments and working as the Training Coordinator, supporting other trainers.
4/2006- 6/2010 Selective Insurance Company of America Carmel, NY
Technical Field Consultant/Small Business Account Executive (Lower Hudson NY, CT, RI, MA)
Responsible for training and troubleshooting problems for a select group of agencies throughout the Northeast part of the United States. I participate in system enhancement, design testing and implementation. I assist agents and Agency Management Specialist in effectively utilizing our automation tools to support regional and corporate goals and initiatives. I am also responsible for Small Business Marketing to a select group of agencies.
1/2004-4/2006 Goodhart National Gorman Agency Yonkers, NY
Commercial Lines Account Executive
Responsible for managing a 5 to 10 million book of insurance business, processing renewals, processing endorsements, quoting new business, issuing new business, marketing, invoicing, & communicating with other agencies and insurance company's(Chubb, Seneca, Utica, Hartford, St. Paul-Travelers, Harleysville, QBE Specialty, Hudson, Greenwich, Tower & more)
7/2001 - 10/2003 Ulico Casualty Insurance Company Valhalla, NY
Commercial Lines Account Representative 11/2001-10/2003
Job duties consisted of processing endorsements, preparing policies for typing, quoting new business, issuing new business, communicating with brokers & agents, rating new business and existing policies, and working on various special projects.
Commercial Lines Account Coordinator 07/2001-11/2001
Job duties consisted of preparation of Commercial and Business Owner policy's, which include manually typing endorsements, id cards, invoices, and more. I am also responsible for administrative duties (filing, answering phones, sorting mail).
DIRECT RESPONSE CORPORATION 11/1998 - 07/2001 (Includes Homesite & Response Ins.)
1/2001 - 7/2001 Homesite Insurance Company White Plains, NY
Quality Control Specialist/Customer Service Representative
A sister company to Response Insurance. New York State Licensed Property and Casualty Insurance Agent. Job duties consisted of providing quality control to the customer service/sales department. Developing training manuals, refresher courses, and monitoring calls on a daily basis. Provided feedback to supervisors and managers of the company. Used AAIS, ISO, CLUE, Data Quick, to verify necessary information. Help maintained the service level within the call center.
11/1998 - 1/2001 Response Insurance Company White Plains, NY
Quality Control Specialist/Customer Service Representative 3/00-1/01
New York State Licensed Property and Casualty Insurance Agent. Job duties consisted of monitoring customer calls for both sales and service inquires. Reviewing all changes to customer’s policy's on a day to day basis, creating daily, weekly, monthly, and quarterly reports for agents and all levels of management.
Senior Insurance Advisor/Customer Service Representative 11/98-3/00
New York State licensed Property and Casualty Insurance Agent. Job duties consisted of customer assistance on quotation and follow-up on specific insurance matters. Updated data within internal database systems. Escalated unresolved customer issues. Designed and implemented employee training development programs. Provided quality control for new system enhancements.
EDUCATION:
2001 New York State Licensed Property & Casualty Brokers License
2009 Certified Insurance Service Representative (CISR) Designation
10/2006-10/2008 Centenary College Hackettstown, New Jersey
Field of study Business Administration
9/1995-06/1998 Mercy College White Plains, NY
Field of study Business Administration.
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