Lawrence Graves, MA AU

· Producing and sending certificates of insurance for account managers, clients, and certificate holders.

· Securing loss histories of clients requested by account managers.

· Taking inbound calls from commercial accounts to answer questions as needed

• Engaging with students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
• Creating and implementing course agendas, lesson plans and activities to successfully meet course objectives.
• Instructing and lecturing undergraduate online courses in World History and U. S. History.
• Worked closely with the department chair to develop and implement history curriculum for improved learning and student performance.

• Handled calls from clients in English and Spanish regarding issues such as audits, endorsements, billing and renewals.
• Produced and distributed certificates of insurance to commercial accounts as needed.
• Securing new business, endorsement quotes, and loss histories of clients requested by account managers
• Followed up on denials, late payments, extensions and other special circumstances.

• Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
• Upheld classroom routines to support student environments and maintain consistent schedules.
• Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
• Kept students on-task with proactive behavior modification and positive reinforcement strategies.

• Responsible for investigating and adjusting personal auto claims according to Best Practices.
• Negotiated liability with other insurance carriers and claimants.
• Authorized payments to customers, claimants, and repair facilities .
• Communicated to both clients and claimants in both English and Spanish. (Moved to Liberty Mutual 1/08 after its purchase of Safeco in the year prior)

• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Serviced inbound phone inquiries from customers and agents.
• Processed new business applications, endorsements, payments, and policy reinstatements for personal lines customers.

• Answered incoming calls for English and Spanish-speaking policy holders and agents..
• Reviewed with current customers their billing histories, processing changes, applications, and endorsement quotes
• Processed phone payments from customers and advised them of reinstatement eligibility
• Provided coverage recommendations and price quotations for current and potential customers .

• Communicated with management when customer issues escalated and worked to find resolutions.
• Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
• Reviewed with current customers their billing histories, processing changes, applications, and endorsement quotes. Answered up to 20 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.