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Francine Richards
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Insurance Customer Service Specialist
Cornerstone Insurance Agency
01.2025 - 04.2025
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Responded to customer requests for products, services, and company information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Set up customer payment plans to cover annual policies and renewals.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Posted payments to accounts and maintained records.
Assistant Store Manager
Dollar Tree Stores
11.2024 - 03.2025
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Auto Damage Claim Adjuster
General Motors Insurance Company
10.2023 - 09.2024
- Primarily handled non-injury auto claims of minor to moderate complexity that included, comparative fault, and coverage investigations
- Reviewed claims and obtained necessary statements, referrals, coverage applicable and if reservation of rights or waivers were needed
- Understood and applied coverage or exclusions as needed
- Negotiated liability with adverse parties
- Utilized and built good working relationships with physical damage representatives, managers, our customers, claimants and other adjusters
Business Office Coordinator
Good Samaritan Society
11.2022 - 05.2023
- Admitted new patients to the facility, determine coverage and entered into system, verified coverage, review and code all invoices to be paid by accounts payable
- Scanned all financial paperwork to resident's electronic medical record
- Ran and reviewed morning census reports for accuracy
- Oversaw and balanced resident trust fund account and deposited rent and room & board funds to general funds
Customer Service Specialist
Realogy Insurance Agency
09.2020 - 07.2021
- Received MN property and casualty producers license
- Answer phones, handle requests for customers via phone, fax and email which included changes to insurance policies, updating mortgagee clause information
- Creating binders for new mortgages, updating AMS files as needed, processing checks that came to the office
- Making sure contact information in AMS was kept up to date
- Opened and scanned mail to appropriate person and or file
- Created report at end of day with how many activities were received in the courses of the day
Auto Physical Damage Desk Adjuster
American Family Insurance
08.2018 - 10.2019
- Determine repair costs to wrecked and damaged insured and claimant vehicles by estimating damages and preparing an estimate in the Audatex estimating system
- Negotiating agreed prices including rates and repair hours, or repair versus replacement with repair facilities
- Reviewing estimates with vehicle owners and issuing payments
- Explaining parts usage, deductible, and betterment to vehicle owners and handling difficult conversations with regards to repairs that may not be covered by their policy or other mitigating factors
- Also assisting with setting up rental vehicles, issuing payments, and customer service coverage for all auto physical damage
Casualty Adjuster
American Family Insurance
06.2016 - 08.2018
- Primarily handled non-injury casualty claims of minor to moderate complexity that included, comparative fault, and coverage investigations
- Reviewed claims and obtained necessary statements, referrals, coverage applicable and if reservation of rights or waivers were needed
- Understood and applied coverage or exclusions as needed
- Utilized and built good working relationships with agents, physical damage representatives, managers, our customers, claimants and other adjusters
- Negotiated liability with adverse parties
Education
Certificate - Accounting
Danville Area Community College
Danville, ILAssociate of Applied Science Degree - Medical Office Personnel
Danville Area Community College
Danville, ILSkills
- Customer Service
- Microsoft Office – Office Suite
- Detail Orientated
- Communication Skills
- Medical Terminology
- Negotiation Skills
- Complaint handling
- Client relationship building
- Documentation processing
- Billing software
- Problem-solving
- Claims adjustment
Certification
Property & Casualty Adjusters License
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CultureFlexible work hoursWork from home optionPaid time offTeam Building / Company RetreatsPersonal development programsSoftware
Microsoft Excel
Microsoft Outlook
Microsoft Power Point
AMS 360
Audatex
CCC Pathways
Hawksoft
Timeline
Insurance Customer Service Specialist
Cornerstone Insurance Agency
01.2025 - 04.2025
Assistant Store Manager
Dollar Tree Stores
11.2024 - 03.2025
Auto Damage Claim Adjuster
General Motors Insurance Company
10.2023 - 09.2024
Business Office Coordinator
Good Samaritan Society
11.2022 - 05.2023
Customer Service Specialist
Realogy Insurance Agency
09.2020 - 07.2021
Auto Physical Damage Desk Adjuster
American Family Insurance
08.2018 - 10.2019
Casualty Adjuster
American Family Insurance
06.2016 - 08.2018
Associate of Applied Science Degree - Medical Office Personnel
Danville Area Community College
Certificate - Accounting
Danville Area Community College
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