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Customer Service Manager

Plainsboro, New Jersey, United States
March 18, 2011

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Jennifer C. Ryan

** ****** ***

Brick NJ *****


Career Summary

I am returning to work after five years of staying home with my children. Prior to my absence from the work force, I spent seven years at State Farm. I managed a team in the auto underwriting department; my teams consistently achieved all goals. I also utilized paralegal skills by researching statutes and assisting in the creation of rating rules.

Work Experience

Team Manager, State Farm Insurance, 2002-2006 Frederick, MD/Charlottesville, VA

• Managed teams of 10-15 people. At various times, these teams included underwriters, policy service assistants, and clerical personnel. Teams consistently met all established goals under my leadership.

• Served as liaison between employees and agency force. Utilized negotiation and customer service skills to maintain productive working relationships.

• Assisted senior management and actuarial department in creating and modifying internal regulations and insurance rules for states of Delaware and Maryland. Served as subject matter expert for Delaware with ability to conduct legal research.

• Worked with insurance department and motor vehicle officials in Delaware and Maryland to resolve complaints.

• Assisted policyholders by phone and mail with serious issues or complaints.

• Earned several minor insurance designations; completed several courses towards CPCU designation. Member of Vice President developmental group for leaders with promotional potential.

Underwriter, State Farm Insurance, 1999-2002 Frederick, MD

• Reviewed applications for insurance eligibility. Reviewed existing policies for modification or cancellation.

• Assisted external agency personnel in service to new and established policyholders.

• Managed team in absence of Team Manager.

Senior Customer Specialist, CT Corporation System, 1996-1999 Washington, DC

• Drafted Articles of Incorporation and performed other paralegal services for corporations and law firms

• Worked closely with personnel in all 50 states to assure services performed in timely manner

• Provided superior customer service, evidenced by earning membership in “Achievers Club”

• Managed team in absence of Team Manager

Legal Assistant/Secretary, National Electrical Manufacturers Association 1992-1996 Washington, DC

• Assisted Counsel in reviewing minutes. Updated legal volumes.

• Conducted legal research

• Prepared daily summary of legislative and regulatory issues for Counsel and Political Affairs staff.

• Performed secretarial duties, including performing as secretary for President of organization in her absence.

Computer Proficiency

¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬¬Basic/Intermediate Computer Program Proficiency

• Microsoft Word, Excel, PowerPoint, Access, Outlook, and Internet Explorer


Georgetown University Washington, DC

Paralegal Certificate 1995

University of Delaware Newark, DE

Bachelors of Arts in History/Political Science, Cum Laude, Phi Beta Kappa 1992

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