Alicia Capello
Rochester,NH
Summary
I am a highly enthusiastic, communicative insurance professional with a strong background in customer facing service and handling large case loads. I am motivated to learn quickly, while always working to expand my skills and take on new challenges. I enjoy working independently or collaboratively with a team. I am hardworking and devoted to giving every customer or account a positive and memorable experience. I am organized, have strong problem solving skills and experience handling escalated and complex cases. I pride myself on my customer service skills and my positive attitude. I enjoy uplifting my teammates to create a more positive working environment, in-person or remote.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Insurance Product Service Rep III
National Life Group
Montpelier, VT
10.2019 - Current
- Review and process insurance applications, verifying accuracy of information submitted to ensure compliance with state and federal regulations
- Analyze requests from policy owners or field associates for availability; involves reviewing product specifications, contractual language, old rates books and agent guides, etc
- Responsible for managing cases from beginning to end , communicating in a timely manner with the agent or policyholder and other business areas as needed, while maintaining strict deadlines
- Provide excellent customer service to both internal and external partners via email, telephone and IM services
- Analyze and resolve conflicts or escalated cases quickly
- Maintain detailed, accurate records pertaining to each case that are kept confidential at all times
- Collaborate with multiple other departments across the organization to enhance customer satisfaction and streamline processes
- Maintain account accuracy in multiple databases and systems daily
Business Analyst-Commissions
Protective Life Ins Company-acquistion of LLAC
Birmingham, AL
03.2017 - 09.2019
- Analyzed existing systems and processes to identify areas of improvement.
- Managed accounts and served as a liaison between agents and multiple internal groups
- Analyzed, reconciled and processed payroll data for accuracy and compliance with applicable regulations
- Prepared detailed reports on payroll activities and related financial information
- Cataloged, managed and prioritized commission technical errors and facilitated cross-functional meetings to track and review status
- Developed and managed procedural documents
Sr. Customer Service Representative
Liberty Life Assurance Co of Boston
Boston, MA
11.2009 - 03.2017
- Processed changes on in-force life insurance policies. Managed turnaround times on those items to contribute to both personal and team goals
- Created, edited and managed all written correspondence
- Reviewed and edited procedures and job aids for accuracy
- Analyzed, problem solved and used good judgment to act in the best interest of the customer
- Conducted customer service training for new hires
- Resolved escalated customer complaints in a timely manner
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions
- Memorized company products and services to answer customer questions quickly and accurately
- Ensured compliance with company guidelines and regulatory standards when dealing with customers' accounts or policies
- Handled billing related activities
Education
High School Diploma -
Oyster River High School
Durham, NH06.2004
Skills
- Experience in de-escalation and Complaint Handling
- Strong Interpersonal & Written Communication
- Critical Thinking & Problem-Solving Skills
- Attention to Detail
- Relationship Building
- Excellent Organization
- Data Integrity
- Teamwork and Collaboration
- Experience working across multiple systems
Certification
- I received an Associate in Customer Service designation from Life Office Management Association (LOMA). Earned in 2012.
Timeline
Insurance Product Service Rep III
National Life Group
10.2019 - Current
Business Analyst-Commissions
Protective Life Ins Company-acquistion of LLAC
03.2017 - 09.2019
Sr. Customer Service Representative
Liberty Life Assurance Co of Boston
11.2009 - 03.2017
High School Diploma -
Oyster River High School