Portland, Oregon Metropolitan Area
CAREER SUMMARY Results-driven professional with over 15 years of customer service experience and 10+ years in the insurance industry. Quick to adapt to dynamic, fast-paced, deadline-driven environments while consistently meeting or exceeding goals. Highly skilled in analyzing risk, ensuring compliance, and collaborating across departments to drive efficiency and support business objectives. Known for strong organizational skills, meticulous attention to detail, and a commitment to teamwork and professional growth. Proficient in leveraging technology and software tools to optimize workflow, enhance customer service, and deliver accurate results. RELEVANT SKILLS Industry & Professional Expertise • Insurance operations and client support (10+ years) • Customer service excellence (15+ years) • Retail and sales experience (5+ years) • Marketing principles, creative strategy, media planning, and research Technical Proficiency • Microsoft Office Suite: Word, Excel, Access, Publisher, PowerPoint, Outlook, SharePoint • Adobe Creative Suite: Dreamweaver, Illustrator, InDesign, Photoshop • Salesforce CRM and claims management software (ProClaim, EPIC, BIS, Group Access, SRI, SOLVD, CheckStatus, AdminEASE) Core Strengths & Attributes • Exceptional interpersonal, written, and verbal communication skills • Strong organizational, multitasking, and time-management abilities • Quick learner with problem-solving and analytical skills • Accuracy, diligence, and efficiency under pressure • Flexible, creative, and personable team player • Self-motivated and able to work autonomously with minimal supervision
• Provide individualized instructional support and reinforcement to students one-on-one or in small groups to enhance learning and comprehension • Assist with classroom management and maintain a positive, organized learning environment • Prepare instructional materials and set up equipment to support lessons and activities • Attend to students’ physical, personal, academic, and emotional needs to ensure their well-being and success • Support students with special needs by implementing strategies and accommodations outlined in their IEPs/504 Plans • Collaborate with teachers and school administration, performing additional duties as needed to promote a supportive educational environment
• Evaluated and analyzed insurance risks using sound, creative underwriting and business judgment to support organizational growth, retention, and profitability • Fostered and maintained strong relationships with field personnel, producers, policyholders, and Home Office teams through effective negotiation, clear communication, and proactive problem-solving • Underwrote insurance risks in compliance with underwriting guidelines, procedures, contract provisions, and state insurance regulations
• Analyzed and processed census data and plan designs to deliver timely and accurate rate calculations and offerings for requests for proposals (RFPs), renewals, amendments, and new groups • Applied underwriting guidelines to determine appropriate plan designs, occupation and industry codes, and contract provisions • Built strong relationships with sales teams and risk management through responsive communication and proactive problem-solving to meet customer needs • Trained, onboarded, and mentored new Rating Analysts, providing business and functional guidance to support team development and efficiency • Managed multiple priorities and shifting deadlines while maintaining accuracy and meeting organizational goals
• Recovered nearly $2 million in overpayment recoveries for 2012, $1.7 million in overpayment recoveries for 2011; setting individual as well department records for monthly & annual recovery totals • Initiated contact with claimants to independently negotiate and secure repayment arrangements or settlements, while monitoring ongoing repayment plans for compliance • Managed departmental and vendor requests, provided troubleshooting and efficiently triaged tasks to ensure timely resolution • Prepared and filed bankruptcies, liens, and subrogation claims in coordination with external vendors • Referred and followed up on outstanding debts with outside collections agencies to maximize recovery efforts • Streamlined and updated procedure manuals for Recovery Assistants and Recovery Specialists to improve clarity and efficiency • Participated in cross-training initiatives to enhance team flexibility, improve workflow, and ensure adequate coverage across roles
• Performed precise data entry tasks requiring strong attention to detail, including scanning documents, labeling products, and preparing shipments for accurate processing and timely delivery
ACS - Nextel/Boost Mobile • Consistently ranked in the top tier for performance-based incentives by exceeding customer service and sales goals • Strengthened brand reputation by delivering prompt, professional, and high-quality customer support • Managed activations, troubleshooting, and account inquiries, ensuring seamless customer experiences • Resolved complex customer complaints through effective problem-solving, clear communication, and skilled negotiation, resulting in positive outcomes and increased customer satisfaction
• Monitored and consistently achieved department sales goals, contributing to overall store performance • Built and maintained strong customer relationships by delivering exceptional, personalized service • Processed cashier transactions with speed and accuracy, including sales, exchanges, and returns, while ensuring a positive checkout experience