Duvelia Gaines
Ft. Worth,Texas
Summary
My experience spanned in a wide range of responsibilities, allowing me to develop a diverse skillset. I'm eager to leverage in a new and challenging role.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Sr. Field Support Specialist
Travelers Insurance
- Handle/Provided customer support internally and externally (policy/account providing and processing variety of transactions, and policy changes in a high-volume service center understanding Travelers products, procedures, and processing techniques, also using various insurance policy transactions)
- Ability to work independently, handling multitask with various activities
- Provide customer needs with appropriate actions in problem solving to recommend solutions to build a productive working relationship
- Handled and provided analytical thinking, strong communication customer focus and judge/decision-making, also leveraging differences, relationship management, and teamwork
Customer Solutions Specialist
Travelers Insurance
- Processes incoming requests for variety of policy changes and/or handling routine policy reviews in applicable system(s)
- Responsible for Policy Quoting and Issuance
- Responsible for handling compliance transactions
- Worked directly with internal and external customers to gather required information to handle service requests
- Require underwriting authority to complete specific transactions
- Demonstrates solid subject matter expertise of Travelers products, along with various insurance transaction procedures
- Serves as an expert resource for technical needs
- Addresses questions regarding aspects of a policy within their authority
- Identifies, where applicable, potential underwriting risks and refers and provides solutions to correct department
- Acts as a customer support
- Assists in special work assignments as identified
- Perform other duties as assigned
Account Specialist
Travelers Insurance
- Handle Commercial Lines Issuance requests
- Handle and certified to issue New & Renewal policies, non-premium and premium endorsements and out of sequence endorsements and manual updates on commercial package policies
- Responsible for researching state exceptions, updating renewal policies with current guidelines
- Responsible that all policies and endorsements are handled in a timely matter and accuracy
Child Care Worker
Saving Grace Sitter Service
01.2009 - 01.2025
- Established a nurturing and safe environment for children by implementing age-appropriate activities, managing daily routines, promoting positive behavior
Sr. Customer Solutions Representative
Travelers Insurance
01.2006 - 01.2024
- Process incoming requests for a variety of policy changes and/or handles routine policy reviews in the applicable system(s)
- Work directly with internal and external customers to gather the required information to handle service requests
- Address questions regarding aspects of a policy within the authority
- Identify potential underwriting risks and referred and provided solutions to the correct department
- Communicate with all affected internal/external parties resulting from changes in the customer account
Education
High School Graduate -
Abilene High School
Some college -
Tarrant County College
Fort Worth, TXSkills
- Customer Service
- Problem-Solving
- Multi-tasking
- Prioritizing
- Microsoft Word
- Microsoft Excel
- Adobe Acrobat
- Microsoft Outlook
- MS Teams
- Independently
- Oral/Written Communication
- Remote support
Certification
- CPR
- FIRST AID
- MINISTRY SAFE
Timeline
Child Care Worker
Saving Grace Sitter Service
01.2009 - 01.2025
Sr. Customer Solutions Representative
Travelers Insurance
01.2006 - 01.2024
- CPR
- FIRST AID
- MINISTRY SAFE
Sr. Field Support Specialist
Travelers Insurance
Customer Solutions Specialist
Travelers Insurance
Account Specialist
Travelers Insurance
High School Graduate -
Abilene High School
Some college -
Tarrant County College
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