POLICY SERVICE SPECIALIST III Professional Summary Seeking position Claims Representative I, skills, experience, assistance utilized success Enterprise MRM strategy. Summary Qualifications Proven effectiveness negotiate resolve complaints escalated level Knowledge call center management applications, industry standards/requirements, workforce management software, service quality assurance programs, industry best practices. Professional verbal written communication skills Able motivate group employees towards desired result Knowledge Human Resources (wage hour, labor law) Proficient Microsoft Suite Strong leadership skills Succeed fast paced, results driven atmosphere Excellent organizational, time management, multi-tasking skills Self-motivated able work well frequently-shifting priorities Expert knowledge DMV, Automotive, CA, TX, NM insurance, Claims Reporting Proficient Portal Insurance operating systems: PRIME, HUON, Claims Portal, PEPSC Skills · Proven effectiveness negotiate resolve complaints escalated level · Professional verbal written communication skills · Excellent organizational, time management, multi- tasking skills · Strong leadership skills · Customer service oriented · Proficient Portal Insurance operating systems: PRIME, HUON, Claims Portal, PEPSC · Self-motivated able work well frequently- shifting priorities · · Proficient Microsoft Suite · Succeed fast paced, results driven atmosphere Work History Policy Service Specialist III November 2006 June 2010 Company Name City State Provide World Class member service high volume call center. Continued education Membership, California auto, collector car, home, assigned risk, umbrella insurance, Texas New Mexico auto, home, umbrella insurance allowed service multitude members across three states. Assist supervisors call monitoring peer coaching. Co-Owner/Manager August 2005 September 2006 Company Name City State Managed staff seven barbers beauticians. Duties included interviewing, license verification, hiring. Advertised promoted salon multiple mediums. Built relationships clients effort gain loyalty. Supervisor Call Center Travel Production Center May 2012 December 2013 Company Name City State Collaboratively provide coaching development ensure continual education enrichment maintaining enhancing self-esteem. Foster understanding immediate service issues maintain total member satisfaction. Communicate team members individual group meetings, encouraging employees support business culture, embrace changes, well current policies, procedures, objectives goals. Create environment conducive high employee satisfaction, development/growth, retention maintaining respect dignity all. Empower agents handle resolve elevated member service issues. Managed maximum twenty-one agents time coaching developing Acquired Travel Production Center (TPC) currently developing taskforce TPC, MSC, Marketing implement permanent process improvements areas. Proactively identify improvement opportunities agent performance recommendations obstacles overall member interaction. Analysis root cause factors driving member experience via monitoring compliance internal processes procedures. Analyzing effectiveness call activity behaviors, interpreting "voice member." Accomplishments dfyaerh January 2005 January 2006 Company Name City State Communicate interact insureds, banks, mortgagees, lien holders. Explain benefits, effects changes, coverages layman terms. Re-underwrite policies compliance underwriting guidelines prevent premium leakage. Review policy contract insureds. Answer insured questions regarding deductibles. Education Los Angeles Harbor College 1 2004 City State Diploma Education Child Development/Psychology Education Child Development/Psychology San Pedro Senior High School 1 1999 City State Certifications Licenses Personal Lines Broker-Agent Skills calibration, Call Center, Coaching, CA, clients, driving, Focus, hiring, insurance, Marketing, meetings, MSC, policies, processes, Quality