Colleen Pagiatakis
North Andover,MA
Summary
Experienced Service Center Representative with a robust background at Safety Insurance, adept in workload prioritization and leveraging the Safety Express and ATLAS Registry System. Demonstrates expertise in enhancing customer satisfaction. Excels in call center operations and Massachusetts Auto and Homeowners Lines of Business, ensuring high-quality service delivery.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Service Center Representative
Safety Insurance
Boston, MA
05.2014 - Current
- Responsible for handling incoming calls from Insureds, Agents, Mortgage Companies and Car Dealerships
- Provides assistance to Service Center Agents
- Utilizes systems, polices and/or procedures to resolve Insured calls and inquiries
- Determines solutions to problems that require action or the input of other departments
- Serves as back-up for overflow billing calls
- Creates Department Litmos presentations using Power Point and Brainshark
- Served as back-up to Service Center department Inbox. Assigned and sorted cases to co-workers using Microsoft Dynamics 365
Personal Lines Underwriter
Safety Insurance
Boston, MA
05.2001 - 05.2014
- Reviewed and evaluated personal lines insurance applications to determine acceptability of risk
- Assisted Agents with quotes and rates for New Business and Renewals
- Reviewed policies to ensure accuracy of discounts and coverages
- Compared claims with policy coverages for possible household member denials and coverage mismatch issues
- Reviewed Claims to Underwriting tip sheets for driver assignment changes and garaging issues
Commercial Lines Service Representative
Acordia Northeast, Inc.
Boston, MA
10.1999 - 04.2001
- Assisted customers with policy inquiries and questions, providing timely customer service.
- Handled incoming calls from agents regarding policy changes, cancellations or renewals of coverage
- Issued Certificates of Insurance.
- Prepared various reports such as loss runs, claims history reports, renewal lists and other requests from clients
Education
Bachelor of Arts - International Studies & Communication Sciences
University of Vermont
Burlington, VT05-1999
Skills
- Call center experience
- Workload prioritization
- Knowledge of Safety Express and ATLAS Registry System
- Quoting and Rating Experience
- Knowledge of Massachusetts Auto and Homeowners Lines of Business
- Knowledge of Power Point and Brainshark
Certification
- Producer licensed in Massachusetts, New Hampshire and Maine
- CISR Elite Designation
- CIC Designation
- AILP Designation
Timeline
Senior Service Center Representative
Safety Insurance
05.2014 - Current
Personal Lines Underwriter
Safety Insurance
05.2001 - 05.2014
Commercial Lines Service Representative
Acordia Northeast, Inc.
10.1999 - 04.2001
Bachelor of Arts - International Studies & Communication Sciences
University of Vermont
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