Lori Trujillo Roush

· Actively listened and engaged with callers to achieve first contact resolution

· Utilized Knowledge Advance to research state policy guidelines and procedures

· Analyzed account data to answer billing inquiries

· Protected policyholder confidentiality by following privacy requirements

· Reviewed and serviced auto and property personal lines policies

· Prepared and delivered policy documents via email, fax and Nationwide applications

• Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
• Returned electronic form dictated reports for customer's review.
• Used headsets and transcribing software to take dictation of documents.
• Communicated with clients to ensure individual needs were met.
• Conducted extensive Internet research.
• Prepared and sent invoices upon project completion.