Debra Caldwell
Charlotte,North Carolina
Summary
Detail orientated professional with a strong work ethic, looking to re-enter the work force on a part-time basis. Twenty-eight years of experience in the insurance industry meeting the needs of both external and internal customers.
Overview
42
42
years of professional experience
Work History
Customer Service Representative
Farm Bureau Insurance
Charlotte, NC
10.2005 - 01.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with changes to policies, billing, and proof of coverage.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Collected payments from customers by cash, check and credit card.
- Completed daily accounting of payments received and made bank deposits.
- Completed clerical tasks for Agents.
- Maintained a filing system of current customers and purged inactive files for long term storage.
- Prepared and shipped documents through UPS, Fed Ex and US Postal Service.
- Ordered and maintained office supplies.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Created spread sheets of expiring insurance policies to be used for sales calls.
Claims Representative
Hartford Insurance Group
Charlotte, NC
08.1997 - 06.2005
- Processed a high volume of claims efficiently while maintaining quality standards.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
- Maintained detailed records of all communication with customers, claimants, providers, and internal departments.
- Verified details with policyholders and/or claimants and requested additional information.
- Negotiated settlements for towing claims in accordance with actual company liability.
- Prepared and reviewed insurance claim forms and related documents for completeness.
- Prepared written transcripts of statements from claimants and/or insured by telephone or recording.
- Checked documentation for appropriate coding, catching errors and making revisions.
Claims Representative
Hartford Insurance Group
Charlotte, NC
05.1981 - 01.1985
- Same duties as listed above.
- Left employment at Hartford in 1985, to have my children.
- Rehired at Hartford in 1997 at same location with the same duties and given credit for time worked 1981 through 1985.
Education
Independence High School
Charlotte, NC06-1979
Skills
- Inbound and Outbound Calling
- Data Entry
- Appointment Scheduling
- Complaint Resolution
- Report Generation
- Information Security
- Call Management
- Data Collection
- Paperwork Processing
- Clerical Support
- Office Equipment Proficiency
- Microsoft Office Expertise
- Payment Processing
- Credit Card Payment Processing
- Typing Proficiency
Timeline
Customer Service Representative
Farm Bureau Insurance
10.2005 - 01.2023
Claims Representative
Hartford Insurance Group
08.1997 - 06.2005
Claims Representative
Hartford Insurance Group
05.1981 - 01.1985
Independence High School