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Customer Service Quality Control

Carmel, IN, 46033
August 13, 2012

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**** *. ***** **. ***. 5-317-***-****

Carmel, IN 46033


MBA Professional with strong business, analytical, and manufacturing experience seeking opportunity in accounting/finance. Skilled in investigations, policy and source document analysis, compliance, and claim account management. Excellent analytical, research, and interpretation skills with proficiency in:

• Microsoft Excel

• Microsoft Word

• Microsoft Outlook

• Microsoft PowerPoint


MBA, Accounting – Indiana Wesleyan University, Marion, IN 2012 (3.97 GPA)

BA, History – Indiana University, Bloomington, IN 2001


American Family Insurance, Indianapolis, IN June 2001 - August 2012

Casualty Claim Desk Adjuster

Investigated, analyzed, and negotiated settlement of liability and bodily injury claims and ensured compliance with state and federal regulations.

• Ensured compliance with state and federal regulations by working claims within mandated guidelines.

• Analyzed policies to verify whether coverage was available. Initiated denial letters to appropriate parties when applicable.

• Interpreted policies to determine whether accident/incident met definition of loss.

• Investigated claims by securing police reports, recorded statements, scene investigations, medical bills, medical records, and employment information in a timely fashion.

• Determined liability through analysis of facts gathered in investigation and application of policy provisions, statutes and legal precedent.

• Paid medical bills, auto invoices, and other claim related expenses to appropriate vendors.

• Logged and tracked payment of bills to ensure they did not exceed policy limits.


• Suggested streamlining of internal document process that was eventually adopted company wide.

• Awarded “Claim Superstar” award for excellent customer service.

Holiday Inn, Bloomington, IN May 2000 – May 2001

Banquet Set Up/Server

Prepared rooms for weddings and business conferences and provided food and water service for each.

• Completed set up of rooms to customer specifications.

• Required minimal supervision for task completion.

• Provided host and hospitality services as server.

Auburn Clutch Company, Garrett, IN May 1999 – August 1999

Manufacturing Line Worker

Manufactured industrial and agricultural clutches and prepared them for shipment.

• Experience using lathe to prepare parts for clutch construction.

• Ensured clutches met quality balance standards through use of rotating balancing machine.

• Familiarity with OSHA and manufacturing requirements.

Contractor’s Warehouse, Fort Wayne, IN May 1999 – August 1999

External Lumber Yard Associate

Inspected, identified, and logged items being purchased and removed from yard.

• Provided internal control through security checks of merchandise, ensuring invoices matched products purchased

• Operated forklift to restock items and assist customers in loading their orders.

• Responsible for securing and closing the external lumber yard in the evening.

Auburn Clutch Company, Garrett, IN July 1998 – August 1998

Assistant to Quality Control Manager

Assisted the quality control manager with projects designed to maintain ISO compliance.

• Identified and logged manufacturing equipment location within factory.

• Assisted with data entry into GAGEpack program.

Guardian Industries, Auburn, IN May 1998 – July 1998

Manufacturing Line Worker

Prepared finished product for shipment per ISO specifications.

• Removed finished product from assembly line and properly secured finished product per ISO standards.

• Coordinated with quality control to ensure products were correctly labeled as finished product or work in progress.

• Familiarity with OSHA and manufacturing requirements.


Gramm-Leach-Bliley Act Compliance • The Negotiation Process • HIPAA Compliance

Assertive Communication • Protecting Customer Information

Perceptive Communication • Medicare Compliance Guidelines • Customer Service Skills

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