Elizabeth Ann Bilek
Customer Representative - Remote
League City,TX
Summary
Account Manager in Retention for Professional Liability Clients handling renewal calls, policy questions, and client application support for professional liability coverage. Keeps conversations organized across multiple screens and systems while confirming details and explaining next steps in plain language. Ready for Insurance Customer Service Representative work that depends on accuracy, patience, and responsive client support.
Overview
4
4
years of professional experience
Work History
Account Manager in Retention for Professional Liability Clients
AMBA Proliability Insurance Company
12.2022 - 12.2024
- Manage 35 phone calls per hour to confirm policy details, answer questions, and support clients through renewals.
- Handle 25 renewal cases per day while guiding clients through quotes, binding steps, and coverage questions.
- Guided clients through renewal quotes and the binding process while balancing active accounts that still needed attention.
- Confirmed coverage particulars and resolved renewal questions by reviewing policy details during live client calls.
- Assisted clients with applications over the phone when they needed help completing forms independently.
- Reviewed client account information across screens and programs to locate details needed for accurate responses.
- Built rapport through empathetic, professional communication that encouraged clients to return for renewal support.
Customer Support Representative
Matrix Medical Network
10.2021 - 06.2022
- Managed 5% appointment changes by booking and cancelling visits accurately through inbound member calls.
- Handled 50 member calls per day while providing clear phone support for healthy home visit scheduling.
- Supported outbound outreach to previously enrolled members to explain plan benefits and encourage healthy home visits.
- Resolved member questions by reviewing account details, updating profiles, and documenting call outcomes in CRM applications.
- Answered inbound calls from members across the United States with patience and clear explanations tailored to different needs.
- Adapted quickly to move from outbound calling into inbound support, handling a broader mix of questions and account updates.
Human Resources Benefits Representative
Apex Consulting/Amazon Human Resources COVID Resource Center
01.2021 - 07.2021
- Processed [number] claims per day while answering employee questions and guiding benefit decisions.
- Reviewed 0% of claim records to complete paperwork accurately across multiple platforms.
- Explained benefits clearly to employees and answered claim questions with a customer-focused approach.
- Completed claim paperwork, approvals, and denials by reviewing supporting information and policy details.
- Navigated multiple platforms to locate claim information and file employee documentation efficiently.
- Supported employees through the full call center process, using clear phone communication and empathetic responses.
- Closed out the contract role as case volume declined, maintaining consistent support through the final assignment period.
Education
Master of Science - Elementary Education
UNIVERSITY OF HOUSTON-CLEAR LAKE
Houston, TX08-1989
Bachelor of Arts - Consumer Sciences and General Business
SAM HOUSTON STATE UNIVERSITY
Huntsville, TX08-1979
Skills
- Relationship development
- CRM applications
- Document review
- Active listening
- Client account management and policy review
- Insurance renewal support
- Coverage verification
- Policy applications
- Phone support
- Issue resolution
- Call documentation
- Escalation management
- Service level monitoring
- Client onboarding
- Program coordination
- Renewal processing
- Policy interpretation
Timeline
Account Manager in Retention for Professional Liability Clients
AMBA Proliability Insurance Company
12.2022 - 12.2024
Customer Support Representative
Matrix Medical Network
10.2021 - 06.2022
Human Resources Benefits Representative
Apex Consulting/Amazon Human Resources COVID Resource Center
01.2021 - 07.2021
Bachelor of Arts - Consumer Sciences and General Business
SAM HOUSTON STATE UNIVERSITY
Master of Science - Elementary Education
UNIVERSITY OF HOUSTON-CLEAR LAKE