Customer Service Administrative Assistant
Resume:
Alicia Byrd
Fresno, TX *****
Email: *********@*****.***
SUMMARY OF QUALIFICATIONS
Insurance and Administration professional with 11 years experience in customer service, leadership, coaching and investigation. I am also an entrepreneur, a high energy achiever and a self-starter who meets project deadlines and requirements while performing multiple tasks within fast-paced environments. Respond rapidly and appropriately to changing circumstances; evaluate problems, make astute decisions to effect positive change, and refocus on new priorities. Earned Bachelor of Arts degree in Business Administration while working full-time. Key strengths include:
• Detail oriented and highly organized.
• Able to work well independently or as a contributing member of a team.
• Comfortable with the challenge of new methods and applications.
• Strong communication and rapport-building skills; Ability to pursue people.
• Proficient in Microsoft Word, Excel, PowerPoint, Outlook Express, Lotus Notes and Visio.
EXPERIENCE
FARMERS INSURANCE, Houston, Texas 2007 - 2012
Positions Included: Senior Personal Lines Liability Adjuster, Auto Damage Property Adjuster &
Senior Commercial Liability Claims Adjuster
• Represented the company from a public relations standpoint.
• Investigated, determined liability, confirmed coverage, established damages, and negotiated settlement of claims.
• Conducted field inspections of vehicles at body shops, tow yards, and other settings to determine what is covered by our insured’s policy and who is responsible for the damages.
• Created computerized estimates using the latest technology, company car, laptop, and digital camera in a fast-paced, paperless environment.
• Used strong customer service skills to negotiate with auto repair facilities, insured and claimants to settle claims.
• Managed litigated and non-litigated commercial claims involving both property damage and bodily injury.
• Determined and reported on subrogation potential. Reported theft, fraud, and arson losses as required to state and industry agencies.
• Corresponded with policyholders, claimants, agents, witnesses, repair facilities, contractors, police and fire departments, state and county fraud and arson personnel, special investigators, attorneys, expert witnesses and members of the medical profession to assist with investigating and processing claims.
CITY OF AUSTIN, Austin, Texas 2000 - 2007
Positions Included: Scheduling Analyst, Supervisor, Administrative Assistant & Customer Service Rep II
• Created monthly scripts for the call center statistics. Ran reports and collected interval data for the call center statistics on a daily basis. Forecasted daily call volume and staff necessary for the call center using CC Modeler.
• Created and modified schedules for the call center representatives based on business needs.
• Supervised a team of 15 customer service representatives.
• Handled various office management tasks with efficiency.
• Trained employees and supervised their activities. Coached employees on CIS and the CSR systems.
• Introduced work process that improved work productivity.
• Investigated and reported theft of utility services
• Corrected service order errors from the Contact Center and set up deferred payment agreements. Analyzed and interpreted mathematical billing information.
• Coordinated with various staff for operational support activities of the unit; served as a liaison between departments and operating units in the resolution of day-to-day administrative and operational problems.
• Provided administrative support such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries.
• Composed and edited correspondence and memorandum from dictation, verbal direction and from knowledge of policies and protocols.
• Scheduled and coordinated meetings, interviews, appointments, events and other similar activities.
• Answered multi-line phone system while still completing multi service orders from apartment complexes and data entry. Assisted various city departments with their inbounds calls.
AGAPE CHRISTIAN MINISTRIES, Austin, Texas 2006 - 2007
Special Events Ministry Volunteer-Bookkeeper/Budget Analyst
• Planned, promoted, and executed church events.
• Kept records of financial transactions for Agape’s special events.
TEXAS COMMISSION ON ENVIRONMENTAL QUALITY, Austin, Texas Summer of 2005
Summer Intern-Accountant
• Audited accounts payables for the Procurement Card reconciliation with Bank One and created payment vouchers.
• Worked with Uniformed Statewide Accounting System (USAS) and Texas Identification Number System (TINS), to verify different vendors, payments, and mail codes.
EDUCATION AND LICENSE
Huston-Tillotson University Austin, TX Graduated- May 13, 2006
B.A. Business Administration
Concentration in Accounting
Cumulative GPA: 3.71/4.00
Active TX Property & Casualty License
REFERENCES
Available upon request.
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