Customer Service Insurance
Resume:
Fort Worth Texas ***** 817-***-**** home
*******@*****.***
Dawana R. Fillmore
Objective To obtain a Claims Adjuster position within an organization with potential for growth.
Experience 09/09 – 09/10 CUNA Mutual Group Fort Worth TX
Claims Professional/SCA Dispatcher
• Examined, investigated, evaluated, negotiated & concluded claims to determine claim resolution and establish best claims practices.
• Applied professional level communication skills and claim knowledge necessary to converse with credit union staff, members, attorneys, insurance commissioners and external claim vendors to interpret claim information.
• Served as a point of contact for credit unions when questions arose about the type of claim that needed to be filed.
• Contacted SCA Appraisal Company to have them assign a local appraiser to inspect the vehicles. Followed up with them if reports were not received in a timely matter (four day turnaround) or if additional inspection/explanation is needed.
• Upon receipt of the appraisal reports, I would review to confirm all the necessary information was included in the report. After review, copied the appraisal report to the shared drive for the assigned adjuster to review.
09/06 – 09/09 CUNA Mutual Group Fort Worth TX
Claims Generalist/Coverage Specialist
• Received and field inbound calls from members of credit unions and credit union staff.
• File “First Notice of Loss” Collateral Protection Insurance claims.
• Initiated service and research requests.
• Segmented and distributed claims to the correct employee and/or department.
• Trained new Generalist. Provided those with a step by step study guide that I designed.
• Called and verified insurance for members of the credit unions to confirm if there is coverage.
• Quick issued certificates for claims where the member didn’t obtain their own insurance.
10/04 – 08/06 State National Companies Fort Worth TX
Policy Service Premium Processor
• Processed collateral protection insurance premium by opening batches and posting premium.
• Kept track of aged billing via Excel spreadsheet and contact service rep and or account manager as needed for outstanding billing.
• Tracked incoming suspense items via Excel spreadsheet to ensure meeting standards of processing all or most suspense before 4pm.
• Composed refund explanation letters for customers to review.
• Processed and distributed internal & external mail.
• Researched problems.
01/01 – 09/04 CBCA Administrators Fort Worth TX
Service Administrator
• Processed correspondence activities and refunds within 1-5 business days. Maintained 97% accuracy for completed activities.
• Handled critical complaints within 72 hours.
• Prepared timely and accurate weekly productions reports.
• Scheduled team meetings to discuss goals/grievances.
• Identified and reported problems/issues with the PASS system to the helpdesk.
03/00 – 12/00 INSpire Insurance Solutions Fort Worth TX
Data Entry Operator
• Entered insurance policy information into the computer.
• Scanned inspection photos and reports of the homeowners dwelling and collated them to form a paperless environment.
• Added endorsements and made changes to the policies.
• Kept track of the mail count via MS Excel spreadsheet.
Education O D WYATT HIGH SCHOOL Fort Worth TX
General and honors classes. Graduated top 20% in a class of 260.
1996-1997 Education America Fort Worth TX
BUSINESS OPERATIONS PROGRAM
HONORS RECEIVED
Perfect attendance President’s High Honor Roll
High Honor Roll Employee of the Month
Graduated with honors (4.0 GPA)
Training courses in customer service, leadership skills, teamwork, and telephone etiquette.
2011-2012 Colorado Technical University Colorado Springs CO
Associate of Science in Business Administration
References will be provided upon request.
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