Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Audra Jannaccio

Waterbury

Summary

Dynamic Customer Service Specialist with extensive experience at Liberty Mutual, excelling in insurance evaluation and conflict resolution. Proven track record of enhancing customer satisfaction and retention through effective policy administration and relationship building. Adept at managing billing processes and providing clear, accurate information to clients, ensuring compliance and understanding of coverage.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Customer Service Specialist

SIG | Relation Insurance Company
Cheshire
10.2016 - 05.2025
  • Answered customer inquiries regarding billings, payments, account status.
  • Evaluated customer applications and determined eligibility for coverage based on established criteria.
  • Conducted research to identify competitive rates and benefits offered by other providers.
  • Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.

Customer Service Specialist

Liberty Mutual
Middlebury
01.2000 - 06.2016
  • Identified and analyzed customer insurance coverage needs to ensure quality customer service, satisfaction, growth, and business retention.
  • Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
  • Conducted changes, updates to customer policies, payment processing, insurance quotes, and binding new policies.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
  • Maintained accurate records of customers' interactions with the company in order to provide better future services.

Supervising Service Representative

Liberty Mutual
Middlebury
01.1998 - 01.2000
  • Conducted regular meetings with staff to discuss progress and address any issues or concerns.
  • Resolved conflicts between personnel when necessary.
  • Maintained open communication channels with other departments.
  • Implemented training programs for new employees as well as existing staff members.
  • Hired, trained and mentored employees to maximize contributions.
  • Provided guidance and direction to team members in order to meet organizational goals.

Claims Coverage Clerk

Liberty Mutual
Middlebury
06.1989 - 01.1992
  • Handled customer inquiries regarding insurance policy coverage details and payment status updates.
  • Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
  • Reviewed and verified claim information to ensure accuracy of data and compliance with established policies.
  • Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.

Education

High School Diploma -

John F. Kennedy High School
Waterbury, CT
06-1985

Skills

  • Customer service
  • Billing management
  • Insurance evaluation
  • Policy administration
  • Data entry
  • Conflict resolution
  • Account management
  • Price quotes
  • Credit card payment processing
  • Service upselling
  • Relationship building

Certification

  • ACSR Designation
  • Connecticut Property and Casualty Producers License
  • New York Property and Casualty Producers License
  • Connecticut Life and Annuities License
  • New York Life and Annuities License
  • Rhode Island Life and Annuities License

Timeline

Customer Service Specialist

SIG | Relation Insurance Company
10.2016 - 05.2025

Customer Service Specialist

Liberty Mutual
01.2000 - 06.2016

Supervising Service Representative

Liberty Mutual
01.1998 - 01.2000

Claims Coverage Clerk

Liberty Mutual
06.1989 - 01.1992

High School Diploma -

John F. Kennedy High School

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