• Manage complete overview of customer account i.e. accounts payable, profile information, shipment statuses, purchase discounts, etc.• Communicate an in-depth knowledge and understanding of the company’s products, policies, and procedures to internal and external customers• Develop long-term relationships at various levels within corporate and local targeted consumers• Monitor and report results of customer account activity on a monthly basis, together with corrective action plans where necessary via phone contact and emails• Ensure that sales revenue and targets are achieved• Support and deliver where appropriate training to peers and customers to increase awareness of product• Inbound/Outbound calls received and placed daily to ensure complete customer satisfactionApril/08-December/10 Farmers Auto Insurance Alpharetta, GA Agency Commercial Support Liaison• Handled over 100 calls per day serving as liaison for agent and underwriter• Reset, add, and deleted user profile information i.e. users, logins, passwords, etc.• Provided agents with technical support for quoting systems• Responsible for technical support of payment and billing systems with end users • Produced Certificates of Insurance, Letters of Experience, and Waivers of Subrogation • Assisted agents with quotes for new business, payments, and billings concerns • Provided policy information and general assistance to insured and lien holders

Handling of over 100 calls per day serving as liaison for agent and underwriterQuoting commercial, motorcycle, recreational vehicles, and personal auto riskProcessing of endorsements i.e. state filings, driver and vehicle information, etc Producing Certificates of Insurance, Letters of Experience, and Waivers of Subrogation Assisting agents with quotes for new businessAssisting insured with payment and billing questions Providing policy information and general assistance to agents, insured and lien holders

Analyzed consumer and business account activity to determine patterns of fraudProvided global monitoring for consumer and business accounts for fraudulent activityResearched consumer and business transactions to accurately initiate a fraud claimInvestigated high-risk consumer and business accounts for verification of account holderResponsible for issuance of new atm/debt card information

Assisted new and existing customers with billing and account informationPrepared analysis of account activity in order to exceed productivity and add revenue Provided Level I technical support for individual accountsWorked closely with quality assurance department in order to ensure customer satisfaction with first call resolution

Resolved customer service issues and inquiries related to the collection of accountsCorresponded as primary contact to collectors for delinquent accountsImplemented procedures for maintaining excellent working rapport with internal/external customersProvided account resolution support for clients with unique account servicing discrepanciesConsistently present status report updates on conflict resolution activities to administrative staff