Customer Service Representative

THOMAS D. MANCHESTER

**** ******** *** 813-***-****

Brandon, FL 33511 z1kqha@r.postjobfree.com

SUMMARY

Over twelve year’s experience with a track record of success in insurance adjusting and customer service. Responsible, detail oriented with strong organizational, analytical, problem solving, negotiating, project management, communication, and relationship management skills.

PROFESSIONAL EXPERIENCE

PROGRESSIVE INSURANCE, Riverview, FL February 2009 – May 2011

Customer Service Representative

Intake of live, incoming calls. Receive 75 to 95 calls per day.

Recorded statements of no loss for requests to reinstate policies that have cancelled for non-payment if eligible.

Extensive, daily use and implementation of SAR database reports.

Created correspondence when follow up or acknowledgement is required.

Investigated possible unacceptable risks discovered during calls through probing questions or document review.

Processed premium and non-premium endorsements with detailed explanation and confirmation as needed.

Made arrangements to provide any requested policy documentation via mail, fax, or email.

Provided technical assistance and troubleshooting for customer online policy access..

Met or exceeded all site and team goals for objectives such as: availability, optional service offers, and retention assistance.

Demonstrated problem solving skills by thoroughly reviewing complex billing, underwriting scenarios to resolve the issue and educate the customer about policy terms and state specific requirements.

DIRECT GENERAL INSURANCE, Tampa, FL 2007 - 2009

Property Damage Claims Adjuster

Intake of live, incoming claims. Maintain a caseload of up to 75 claims (diary in AS400).

Recorded statements on the initial call, set up parties for appraisal (w AS400).

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Created correspondence to all parties to provide faster and more efficient service.

Adhered to all applicable state and federal insurance regulations including statutory time

requirements and ethics.

Investigated facts of loss including: acquisition of full police report, policy documents

(application, endorsements) and phone interview of witnesses.

Maintained awareness and compliance of policy terms and conditions.

Negotiated with adverse carriers, secure appraisals, make liability determination and submit file for payments and arrange and pay for rentals.

Made arrangements to move non-drivable vehicles out of tow to a storage-free facility.

Processed and completed all total losses to final settlement, secure titles and /or power of attorney for salvage, prepare file for subrogation and send to attorney office for recovery.

Achieved the lowest amount of pending claims on my team and the highest closing ratio. This resulted from superior documentation and timely follow up on diary.

Authority to settle claims up to $10,000.

FORD MOTOR CREDIT, Tampa, FL 2006 - 2007

Collections Representative

Collected accounts, negotiated payment arrangements or offered alternative assistance.

Maintained highest amount of contacts for my section in the fourth quarter (2006).

Achieved the most improved performer in December (2006) for accounts cleared.

Recovered up to $5,000 daily.

Responsible to comply with ethics and laws regarding collection methods used to obtain payment.

CONVERGYS/ SITEL CORPORATION, Tampa, FL 1999 - 2006

Legal Department Case Manager (2002 - 2006)

Promoted to support initial claims against General Motors by attorneys representing consumers.

Made initial contacts via phone or letter to the plaintiff’s counsel and all other involved parties to gather facts and evidence.

Review all supporting documentation to ensure manufacturer compliance with applicable state lemon laws and supporting statutes.

Authority to handle claims up to $100,000.

Confirm compliance with applicable state law regarding sales or misrepresentation of product.

Maintained electronic and hard copy files of all investigative materials.

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Made offers to settle the case or referred the claim to the local counsel for General Motors for further action.

Processed settlements, with periodic follow up until the mater was completely resolved.

Consistently the top performer of my group for settlement ratio and least amount of days

open per case while working one of the highest volume regions in the country.

Advised executive management procedural questions involved in working cases for different states (subject matter expert).

Alternative Dispute Representative (1999 - 2002)

Handled General Motors files for voluntary mediation/arbitration through the Better

Business Bureau program.

Contacted consumers directly to attempt to settle the claim prior to arbitration.

Represented General Motors arbitration hearings against the consumer if the matter could not be settled voluntarily.

Thorough investigation and record keeping to determine if compliance issues existed that would influence an arbitrators decision.

EDUCATION

AS, Legal Assisting, Hillsborough Community College, Tampa, FL (2006)

GPA: 3.7

Certificate of Completion for Cisco Networking Academy

6-20 All Lines Florida Adjusters License

PROFESSIONAL AFFILIATIONS

Member of N.A.L.A

COMPUTERS

Microsoft Word, Excel, Outlook, WordPerfect, SAR Reporting, Lotus Notes, Mitchell Reporting System, AS400

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