Donna Harty
Hot Springs National Park,AR
Summary
Proven Insurance Services Representative with a solid background at Nationwide Insurance, adept in complaint resolution and customer relationship management. Demonstrated ability to improve customer satisfaction and streamline processes. Known for a strong work ethic and exceptional listening skills, ensuring high levels of efficiency and client trust. Achieved significant improvements in customer service metrics.
Overview
24
24
years of professional experience
Work History
Insurance Services Representative II -Claims Srvs
Nationwide Insurance
Arkansas -Work From Home
08.2022 - Current
- Owns the Member/Customer experience by managing complex and non-routine calls related to Personal Lines Claims
- Utilizes extensive knowledge of Nationwide Insurance products and services
- Completes Notice of Loss and consults on inquiry calls
- Respond effectively and appropriately to sensitive events and or situations as needed
- Handle Customer Service complaint situations via De-escalation
- Generate, post and attached information to claim files
- Schedule On Your Side Shop appointments, Drive-in Estimate appointments, Vehicle Rental Reservations
Customer Service Representative -Nationwide Ins
Concentrix Corporation
Florida -Work From Home
10.2019 - 08.2022
- Investigated and resolved customer inquiries and complaints quickly
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
Administrative Assistant III
State of Florida -Department of Health
03.2001 - 09.2019
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files
- Facilitated timely delivery of special projects to meet organizational and departmental objectives
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary
- Completed forms, reports, logs, and records to quickly handle all documentation for Human Resources
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture
- Supported recruitment processes, scheduling interviews and communicating with applicants to improve hiring timelines
- Enhanced communication within office, establishing weekly newsletter summarizing key updates and achievements
Education
Criminology
Santa Rosa Junior College
Santa Rosa, CAHigh School Diploma - General Studies
Upper Lake High School
Upper Lake, CA06.1983
Skills
- Strong Work Ethic
- Self-motivated, with a strong sense of personal responsibility
- Reliability - Dependability - Punctuality
- Complaint resolution
- Customer Service
- Listening Skills
- Computer Skills
- Customer Relationship Management
- Complaint resolution
- Staff education and training
- Clerical Support
- Willing / Quick to Learn
- Problem-Solving
Timeline
Insurance Services Representative II -Claims Srvs
Nationwide Insurance
08.2022 - Current
Customer Service Representative -Nationwide Ins
Concentrix Corporation
10.2019 - 08.2022
Administrative Assistant III
State of Florida -Department of Health
03.2001 - 09.2019
Criminology
Santa Rosa Junior College
High School Diploma - General Studies
Upper Lake High School