Marquita Henderson Email & Phone Number

• Interpret personal auto policy language, analyze liability, and maintain accurate claim documentation• Secure detailed factual recorded statements from insured individuals, claimants, and witnesses• Maintain loss reserves and achieve initial contact standards• Maintained valid licensing in TX, FL, SC, NC• Develop effective relationships with repair facilities, police authorities, and appraisal firms• Monitor rental vehicle usage and manage calendars for timely claims resolution• Appropriately assign claims to the SIU and maintain file quality standards• Handle total losses and negotiate bodily injury claims promptly and effectively

• Provided exceptional service throughout the claim process• Explained benefits, coverage, and claims process compliant with regulations• Conducted thorough investigations to determine liability• Maintained valid licensing in TX, FL, SC, NC, WV• Evaluated claims fairly and accurately using available information• Negotiated claim settlements before and during litigation• Utilized tools and resources for effective handling of injury claims

• Collaborated with agents to set up new accounts and perform transactions• Streamlined workflows to enhance efficiency• Reviewed, approved, and processed requests with attention to accuracy• Created training materials and aided in new hire training• Resolved escalations and identified system errors• Monitored calls and provided employee development opportunities

• Assisted agents with marketing efforts through inbound and outbound calls• Utilized knowledge base system to stay updated on procedures• Conducted follow-up calls and guided agents in office promotion/marketing• Supported peer development through job shadowing

• Processed transactions for mutual funds accounts and annuity policies• Maintained securities license compliance• Collaborated with agents to deliver exceptional service• Utilized knowledge-based system for accurate information• Resolved escalated calls across product lines

Irving, Tx

• Processed new and existing claims through inbound calls• Collaborated with adjusters and agents for efficient claim handling• Participated in continuous training to ensure exceptional service• Managed data entry and customer service tasks using claim processing software

• Assisted customers with purchases from product selection to completion of sale• Practiced suggestive selling techniques and product demonstrations• Led home store as top producer by exceeding sales goals weekly• Balanced register when opening and closing the store• Handled cash, credit, and check transactions daily

Las Vegas, Nevada

Confirmation Specialist October 2010 to July 2011Made outbound calls to confirm vacations that were already set upBecame department supervisor within 6 months of employmentTrained new employeesConducted employee reviewsCustomer Service Representative April to October 2010Answered inbound calls to speak with guests regarding vacation packagesScheduled vacations and tours for sales presentationsUsed upselling and suggestive selling techniques to offer upgrades to clients for commission bonusesData entry and utilization of several software programs, and the ability to multitask between multiple screens and programs at once