•5+ years in Customer Service Management•Complete a wide variety of executive secretarial support required by daily operations•Prepare daily statistical reports•Liaison between all impacted departments to ensure proper communications and properreporting•Direct day to day office operations providing fundamental support to claims managers/staff•Create and update written job descriptions for office personnel•Assist the HR department with recruiting and new hire orientation•Hire and train staff•Deliver performance reviews and employee conflict resolution as required•Ensure employees have equipment and necessary access to work remotely•Set up new incoming claims•Help interpret for adjusters with insured’s/claimant’s•Handle vendor invoicing, payment requests, and payment status•Effectively supervise day-to-day administrative operations•Lead Receptionist to handle multi-line phones, high call volume

2+ years of experience providing customer support in busy call center environment in the insuranceindustry• Resolved an average of 300 inquiries in any given week and consistently met performance benchmarks inall areas (speed, accuracy, volume)• Earned 100% marks in all categories including communication skills, listening skills, problem resolution,and politeness in performance evaluations• Worked with administration: forwarded requests and unresolved issues to designated resource bycommunicating and coordinating with internal departments• Took reports of auto accident, verified coverage and assigned to claims adjusters

Answered multi phone lines• Ensured all medical records were updated• Verified insurance coverage• Obtained and maintained referrals for services• Handled inquiries in a timely manner• Maintained office schedule and confirmed appointments• Entered services rendered• Reconciled delinquent accounts• Maintained appropriate quantities of business supplies and maintain cost records