Customer Service/Insurance Professional

Sylvia A. Gruber

***** ** **** **** ****#: 206-***-****

Issaquah, WA 98029 ***************@*****.***

PROFESSIONAL EXPERIENCE

SAFEWAY, Inc., Redmond, WA 2009-Present

Video Manager/Customer Service

Maintain, rent and sell videos while providing excellent customer service in response to

Customer’s various needs. Duties also include auditing and balancing tills and running

various sales reports.

• Exceeded last years video rental sales by 25%

• Scored a perfect 10 on all customer service (Secret Shopper) reports

SAFEWAY, INC., Issaquah, WA

Cashier 2008-2009

Provide fast, friendly and accurate customer service during check out process.

• Increased Sales by 20%

• Retain loyal customers and continue to increase new customers by 15%

FRED MEYER, INC., Issaquah WA 2007-2008

Retail Clerk

Assisted customers in making selections through friendly and knowledgeable sales techniques.

Merchandised products to attract customers. Accurately processed cash, credit and debit transactions.

Trained new personnel using visual and oral methods. Tactfully resolved customer concerns.

• Increased sales by 30%

• Retain loyal customers and continue to increase new customers by 10%

T-MOBILE, USA Bellevue, WA 2006-2007

Acting Risk Manager

Worked closely with Third Party Administrator in the investigation, settlement, and closing of automobile and general liability claims for the entire United States. Monitored Workers Compensation and Labor & Industry (WA) claims regarding reserves, return to work and settlements.

• Settled 90% of general liability claims without payment in 30 days or less

• Settled 80% of automobile claims without payment in 30 days or less

WELLS FARGO , SEATTLE, WA 2004-2006

Claim Manager

Administered and monitored claim procedures. Acted as liaison between producers, support staff and carriers. Worked with staff on complex claims.

• Created templates for department.

• Mentored staff . Staff became 90% more efficient in their job duties.

• Transferred and handled 200 claims from and for our Portland office.

• Settled 80% of coverage and legal issues for our commercial clients.

AON RISK SERVICES, Seattle, WA 2000-2004

Claims Consultant

Managed 250-300 claim files including reporting, follow up, resolution of claim issues and the closing of claim files. Conducted claim reviews between client and carriers.

• Accelerated 50% closings of various claim files for a large Cellular Phone firm.

• Negotiated successfully reversal of denials for a top internet firm resulting in saving of thousands of dollars.

• Established relationship between large food client and insurance carrier. Resulted in customer satisfaction of claim handling and settlement.

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