Kelly L. McFadin

· Deliverer exceptional customer service to policyholders by communicating important information and patiently listening to issues.

· Knowledgeable with insurance standards for consistency and accuracy.

· Working in a collaborative team environment to handle a large volume of telephone calls.

· Ability to communicate clearly, professionally, and empathetically.

· Evaluate and analyze insurance policies and analyzed damages to determine appropriate coverage.

· Answer customer questions regarding deductibles, their policy, along with coverage questions

· Ability to communicate clearly, professionally, and empathetically.

· Researched claims and incident information to deliver solutions and resolve problems.

· Evaluated insurance policies and analyzed damages to determine coverage.

· Train new employees on proper handling and evaluation of Auto claims along with Side by Side and coaching new team members. I offer input on how to resolve a matter as well as I watch how they maneuver in ECS/HAART to see if there are ways, I can share to help them to lower their WRAP time and Average handle Time (AHT). Some tips I share are, bundle questions which that will help with lowering Average Handle Time (AHT).

· Put together events and incentives that boost morale and foster a sense of community among the team members.

• My position is in the corporate reservation department where my responsibilities include, but are not limited to, the following:
• Assisting with the preparation of materials for onsite coordinators traveling on-site to operating shows/conventions
• Reconciliation post event; to include entry of additions, cancels and no-shows into our database
• Receive high volume of incoming calls and faxes to book individuals and groups housing for various client shows/conferences