Diane Cycenas
Amica
Manchester,CT
1
Certification
38
years of professional experience
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Work History
Customer Care Representative
1 Year 10 Months- Collaborated with cross-functional teams to address complex customer issues effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Contributed to team success, consistently achieving call center performance metrics.
911 Telecommunicator
24 Years 5 Months- Maintained confidentiality of all sensitive information obtained through phone conversations or radio transmissions.
- Researched address locations using mapping software as well as other reference materials when needed.
- Responded promptly to requests for additional resources such as police officers or ambulances when appropriate situations arose.
- Proactively monitored radio traffic for emergency situations requiring immediate response.
- Coordinated activities between dispatchers, supervisors and field personnel ensuring effective communication between all parties involved.
- Adhered to departmental policies and procedures regarding privacy laws, customer service standards and safety protocols.
- Established rapport with distressed callers by displaying empathy and sensitivity to their situation.
- Assisted with training new telecommunicators on proper protocol for handling emergency situations as well as non-emergency calls for service.
- Efficiently operated computer systems, databases and other related equipment.
- Effectively communicated with callers in a calm and compassionate manner to assess the situation, providing necessary assistance.
- Evaluated caller's mental state by utilizing active listening techniques before transferring them onto another line if needed.
- Utilized problem solving abilities to make quick decisions during emergencies.
- Provided appropriate instructions to callers on how to administer first aid until medical personnel arrived on scene.
- Actively listened to caller's needs while remaining composed during times of high stress or frustration.
- Accurately documented information from incoming 911 calls into an incident log.
- Employed critical thinking skills in order to determine the best course of action under pressure in life threatening circumstances.
- Monitored alarm systems connected via landlines or cellular networks in order to detect any suspicious activity that may require further investigation.
- Answered non-emergency calls from the public requesting assistance or general information about city services and programs.
- Demonstrated excellent decision making skills while prioritizing multiple calls simultaneously.
- Utilized effective communication techniques while speaking both professionally and clearly over the telephone or radio system.
- Utilized multi-line telephone systems to answer incoming calls for assistance.
- Worked closely with police officers, fire fighters and EMS personnel in order to provide the best possible service for the public's safety needs.
- Entered, updated and retrieved information from teletype networks and computerized data systems on wanted persons, stolen property, vehicle registration, and stolen vehicles.
- Received incoming telephone and alarm system notifications regarding emergency and non-emergency police and fire service, emergency ambulance service, and information.
- Relayed information and messages to and from emergency sites and law enforcement agencies.
- Maintained access to and security of, highly sensitive materials.
- Answered routine inquiries and referred calls not requiring dispatches to appropriate departments and agencies.
- Interpreted small-scale maps and information from computer screen to determine locations and provided directions.
- Maintained files of information relating to emergency calls, such as personnel rosters and emergency call-out and pager files.
- Determined response requirements and relative priorities of situations and dispatched units.
- Scanned status charts and computer screens and contact emergency response field units to determine emergency units available for dispatch.
- Learnt material and pass required tests for certification.
- Provided emergency medical instructions to callers.
- Monitored various radio frequencies, such as those used by public works departments, school security, and civil defense, to stay apprised of developing situations.
- Adjusted communication and alarm systems and report malfunctions to maintenance units.
Homeowners Claim Rep
3 Years 7 Months- Negotiated settlements with claimants based on established standards while striving to maximize customer satisfaction.
- Maintained detailed documentation for each claim to ensure accurate tracking and reporting of data.
- Ensured timely processing of all claims by maintaining organized files and following up on pending issues promptly.
- Demonstrated excellent customer service skills when communicating with claimants regarding their claim status.
- Conducted investigations into suspicious activities that may indicate fraudulent activity within the organization.
- Performed quality assurance reviews on completed claim files prior to submission for final approval.
- Researched policy language and applicable state laws to ensure compliance with regulations.
- Adhered to company guidelines when making decisions related to coverage eligibility or benefit amounts payable.
- Assisted customers in completing paperwork required to initiate a claim or provide additional evidence of loss and injury.
- Analyzed and evaluated customer claims to determine validity, coverage, and liability.
- Utilized problem-solving techniques to resolve discrepancies between reported losses and calculated benefits due.
- Developed action plans for successful resolution of disputes arising from denied or delayed payments.
- Communicated clearly with claimants via telephone, email, mail correspondence or face-to-face meetings.
- Utilized knowledge of insurance policies and procedures to determine coverage eligibility.
- Interpreted policy language and analyzed claim data to ensure accurate and timely resolution of claims.
- Stayed up-to-date on local, state, and federal law changes in insurance field to maintain knowledge.
- Successfully resolved escalated claims to ensure customer satisfaction.
- Interviewed or corresponded with claimants and witnesses to determine claim settlement, denial, or review.
- Maintained accurate and up-to-date records of claims processing activities.
- Reviewed police reports or physical property damage to determine extent of liability.
- Analyzed claims to determine extent of company's liability and make approval or denial decisions.
- Examined policy coverage records and forms to determine insurance coverage.
- Investigated and assessed damage to properties to create property damage estimates.
- Cooperated with internal and external legal counsel to advise on claims and provide legal guidance.
- Transmitted claims for payment and further investigation.
- Entered insurance- and claims-related information into database systems.
- Attached information to claim file.
- Prepared insurance claim forms and related documents and reviewed them for completeness.
- Reviewed insurance policy to determine coverage.
- Interviewed clients and took calls to provide customer service and obtain information on claims.
- Corresponded with insured and agent to obtain information and to inform them of account status and changes.
- Calculated amount of claim.
- Processed and recorded new insurance policies and claims.
- Paid small claims.
- Reviewed and verified age, name, address and principal sum and value of property, on insurance applications, and policies.
- Composed business correspondence for supervisors, managers and professionals.
- Modified and processed existing policies and claims to reflect change in beneficiary, amount of coverage, or type of insurance.
Education
High School Diploma
AINS - Insurance
Skills
Information Relay
Providing Clear Directions
Reliability
Interpersonal Communication
Call Management
Analytical Thinking
Computer-aided dispatching
Excellent Communication
Self Motivation
Good Judgment
Professional Demeanor
Critical Thinking
Written Communication
Time Management
Prioritizing Situations
Task Prioritization
Stress Tolerance
Adaptability and Flexibility
Effective Communication
Problem-Solving
Telephone Etiquette
Active Listening
CPR and First Aid
Dependable and Responsible
Organizational Skills
Decision-Making
Attention to Detail
Analytical Skills
Interpersonal Skills
Multitasking
Inbound customer service
Relationship building
Payment processing
Problem resolution
First call resolution
Certification
- APCO certified
- Collect certification
- EMD certified
- CPR certified
Timeline
Customer Care Representative
Amica
09.2024 - CurrentRead More
911 Telecommunicator
East Hartford Police and Fire Department
04.2000 - 09.2024Read More
Homeowners Claim Rep
Aetna
06.1988 - 01.1992Read More
East Hartford High School
High School Diploma
Read More
Insurance Institute
AINS from Insurance
Read More