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titles insurance admin resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

A customer focused sales and customer service specialist looking to provide effective support, management and team leadership. Train and motivate staff to reach full potential which increases team morale, production, and increased revenue. Build client loyalty and increase customer satisfaction by effectively using my communication and management skills. Goal-driven multi-tasker that strives to not only achieve but exceed expectations of management, clients, and customers.

Skills
  • Insurance coverage verification
  • Prior authorization processing
  • Data integrity
  • Proficient in Microsoft Office Suites, NLS, Vintek, DealPack, Five9 (call center specific software), SalesForce, OnePOS
  • Collaborative relationships
  • Data management
  • Organization and Time management
  • Supervision
  • Critical thinking
  • Analytical skills
  • Interpersonal Communication
  • Multitasking abilities
  • Teamwork
Work History
Titles./Insurance Admin., 04/2019 to Current
AcadacaLos Angeles, CA,

Titles Admin:

Maintaining NLS database with white slips, incoming perfected and non-perfected titles. Communicate with both dealers and customers regarding missing, incorrect, and pending titles. Applying for duplicate and repossession tiles, lien and UCC filings. Taking incoming calls regarding general customer inquiries, dealer questions, and account corrections. Pulling and reviewing reports regarding the tracking and maintenance of outstanding issues in accordance with state requirements. Identifying long standing title issues and resolving them.

Insurance Admin:

Strong understanding of insurance requirements to ensure all Ironhorse Funding assets are protected. Written and verbal communication with customers regarding contractual obligations regarding their insurance.

Other:

Working closely with the asset management team to make sure that repossession affidavits are generated and notarized per state requirements. Filing for repossession titles. Tracking communication with NPA, Manheim, and dealers to enure proper documentation is both received and processed. Knowledge of state specific repossession requirements and bringing any potential issues or changes to supervisors attention. Training of all new insurance personnel. NLS and basic title training for new members of the titles department. Experience in both collections and customer service departments. Volunteering to help cover for all departments that I am trained in to help maintain the service levels required at Ironhorse Funding.

Inbound Call Center Manager, 12/2016 to 04/2019
OnBrand24City, STATE,

Inbound Support Manager: One of a 4 person management team overseeing our 900 agent call center facility that is spread over 3 states. Daily tasks include: Interviewing and hiring new agents. Facilitate the ongoing training, coaching, and monitoring of agents. Scheduling, time clock adjustments, working with our Work Flow Management Team to monitor billing for dedicated and semi-dedicated agents to ensure a maximum revenue per hour. Also conducting on going training classes to maintain the highest level of agent customer service and client specific product knowledge. On boarding new clients (which have included multiple Fortune 500 organizations): Conference calls before launch to establish the client's expectations. Regular conference calls to ensure that all KPI's are met as well as the SLA's. Routinely monitoring calls, emails, chats, and hourly reports to make sure client standards are met. I am often involved in dealing with agent HR matters, take supervisor calls, log myself in to assist with call spikes, and worked with our property management to arrange maintenance, construction requests, as well as regular facility and employee audits to ensure all client specific information security requirements and state compliance requirements are met.

Affiliate Manager, 12/2015 to 12/2016
Boston ChauffeurCity, STATE,

Affiliate Manager/Dispatcher

Affiliate Manager: Responsible for the maintenance and growth of the affiliate program at Boston Chauffeur. Maintains database, keeps affiliates up to date with new pricing, vehicle, and policy changes. Places over 100+ calls per day to over 500 affiliates in over 200 countries worldwide assessing client needs and addressing concerns regarding logistics, billing, and business relations. Works directly with dispatch and management to implement policies and procedures regarding affiliate needs and fulfillment to making sure affiliate needs are met in a timely manner. Since I have been the affiliate manager Boston Chauffeur has experienced an influx of business in house as well as "farming-out" jobs to our trusted affiliates around the world.

Dispatcher: Responsible for making, adjusting, and maintaining schedule of drivers and employees. Assessing client needs and making sure they are not only met but, expectations are exceeded. Handle customer service and billing issues from both passengers and affiliates. Generates reports on driver efficiency and customer satisfaction. We have a base of in house, sub-contractor, and affiliate drivers and maintain records of certifications, training, and vehicle maintenance. Also I am responsible for posting to social media (Facebook, Twitter, and Instagram) advertisements and specials as directed by senior management.

Account Manager/On Site Tech, 06/2010 to 11/2015
New England WirelessCity, STATE,

Responsible for the increased production and growth of our call center and customer service department. Influenced the selection of new employee candidates including phone and in person interviews. Responsible for training new employees as well as ongoing coaching for existing ones in order to meet sales requirements. Developed and implemented new policies that ensure revenue growth as well as the loyalty and satisfaction of our employees. Maintained company records both manual and digital. Sent and received orders to and from customers. Dealt with C level executives on a daily basis maintaining customer records and keeping in touch with hundreds of customers in the New England region. Managed outside sales people making sure that any meetings that they may have are attended and followed up with. Also had done many installations meaning: Traveling to businesses to deploy new handsets, link them up with email servers, copy contacts, dealt with any technical issues that they may have. Even have gone as far to set up training sessions for larger corporations of 100+ employees to make sure they have a good understanding of the products they have purchased. Specialty in diffusing situations that may have been created by sales personnel and/or upper management. Frequently handle escalation phone calls. Also responsible for supplying all sales agents with leads. Maintain an average of 75-100 outbound calls per day and maintaining at least 2 hours of talk time. Duties also include inventory management and logistical troubleshooting.

Awards: Every year since the beginning of my employment NE Wireless had received awards for B2B Agents of the year in the field of Year over Year growth.

Education
High School Diploma: , Expected in 06/2004 to Hopatcong High School - Hopatcong, NJ,
GPA:

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Resume Overview

School Attended

  • Hopatcong High School

Job Titles Held:

  • Titles./Insurance Admin.
  • Inbound Call Center Manager
  • Affiliate Manager
  • Account Manager/On Site Tech

Degrees

  • High School Diploma

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