Dina Kraus Email & Phone Number

Hunt Valley, Md

Keeping our communities civil and constructive.

Hunt Valley, Md

Baltimore, Maryland

Responsible for processing client requests for lien data for their customers.

InTouch offers multiple customer retention services for insurance agents.Collected data from insurance agents to set up account in the data-base and identified types of commercial leads they were interested in pursuing.Answered agent queries via telephone and e-mail. Assisted call floor representatives with specific agent requirements, liaison between call floor and agents. Generated leads lists for agents based on their requirements, ensured leads were replenished as needed… Show more InTouch offers multiple customer retention services for insurance agents.Collected data from insurance agents to set up account in the data-base and identified types of commercial leads they were interested in pursuing.Answered agent queries via telephone and e-mail. Assisted call floor representatives with specific agent requirements, liaison between call floor and agents. Generated leads lists for agents based on their requirements, ensured leads were replenished as needed. Negotiated special terms for billing and service in order to retain clients. Created a Power Point slideshow for CEO to present at an insurance carrier regional conference Show less

Assurant Specialty Property tracks insurance for mortgage companies. I was the primary contact for one of mortgage lender clients. In addition to providing excellent customer service, I used various reports to monitor our processes for potential problems and working with the system analysts to find solutions.Collaborated with other departments to identify and correct potential problems in processing systemsAnswered e-mail queries from internal representatives, clarified lender… Show more Assurant Specialty Property tracks insurance for mortgage companies. I was the primary contact for one of mortgage lender clients. In addition to providing excellent customer service, I used various reports to monitor our processes for potential problems and working with the system analysts to find solutions.Collaborated with other departments to identify and correct potential problems in processing systemsAnswered e-mail queries from internal representatives, clarified lender specific policies and proceduresResponded to letters from homeowners; maintained the correspondence files and audited the logIdentified and reported fraudulent insurance documents received from homeowners or agents.Received several awards for actions beyond the call of duty in support of the department and companyOrganized company-wide events for over 600 people Show less

Provided excellent customer service to homeowners and insurance agents in an inbound call centerAssisted in training new employees through mentoring. Was a subject matter expert and was sent to our new center in Indianapolis to train a new team thereAnswered escalated callsAssisted in troubleshooting new processing systems. Recognized several times for outstanding service via praise from homeownersWorked on Data Entry and Exception Processing queues to assist those… Show more Provided excellent customer service to homeowners and insurance agents in an inbound call centerAssisted in training new employees through mentoring. Was a subject matter expert and was sent to our new center in Indianapolis to train a new team thereAnswered escalated callsAssisted in troubleshooting new processing systems. Recognized several times for outstanding service via praise from homeownersWorked on Data Entry and Exception Processing queues to assist those departments Show less

Developed and implemented the training program for the customer service department Assisted in recruiting customer service representativesAssigned incoming e-mail (600 per day) and verified all were answeredUsed web based chat program to provide customer service for our web-based customers Ensured high level of customer service was maintained, monitored calls for quality assuranceEstablished goals for CSR performance and established methods to calculate metricsDevised… Show more Developed and implemented the training program for the customer service department Assisted in recruiting customer service representativesAssigned incoming e-mail (600 per day) and verified all were answeredUsed web based chat program to provide customer service for our web-based customers Ensured high level of customer service was maintained, monitored calls for quality assuranceEstablished goals for CSR performance and established methods to calculate metricsDevised and ran contests to encourage improvement and increase morale within the departmentAssisted the marketing director in preparing materials for advertisement and trade shows Show less

Bachelor Of Arts - Ba, History

Activities and Societies: History Club (President), History Day at Orange County Board of Education event,

Education record

Activities and Societies: Academic Senate