Michael Zielen

• Managed policy changes, endorsements, and billing inquiries with accurate documentation.
• Assisted clients with coverage questions, claims updates, and account service requests.
• Identified additional needs and persued cross-sell opportunities
• Processed insurance paperwork, renewals, and policy updates using agency management systems.
• Resolved customer issues by coordinating with underwriters and internal service teams.
• Maintained organized records for policies, correspondence, and service documentation.
• Developed strong relationships with clients, leading to repeat business and referrals.
• Exceeded performance goals by effectively managing multiple tasks in a fast-paced environment.

• Resolved member inquiries regarding benefits, eligibility, and claims using plan resources and service systems.
• Documented call details accurately to support compliant case management and follow-up actions.
• Navigated multiple applications to research account information and deliver timely customer support.
• Clarified coverage questions and explained plan details in plain language for members.
• Collaborated with internal teams to escalate complex issues and coordinate appropriate resolutions.
• Adhered to HIPAA guidelines and confidentiality requirements during every member interaction.
• Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.

• Managed policy service requests, including endorsements, billing questions, and coverage updates with accuracy.
• Responded to customer calls and emails, resolving routine insurance inquiries promptly and professionally.
• Processed quotes, renewals, and policy changes using agency management systems and carrier guidelines.
• Reviewed policy documents to confirm correct coverage details and identify discrepancies.

• Processed policy endorsements, cancellations, and renewals with accuracy.
• Assisted clients with billing questions, payment processing, and account updates.
• Responded to customer inquiries by phone and email using professional service standards.
• Reviewed policy documents to verify coverage details and resolve discrepancies.
• Prepared quotes and updated client information for new and existing policies.
• Handled challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.

Areas of study included Computer Programming, Business Practices and Business Math.