Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle Smith

Columbia,SC

Summary

I plan to utilize my Insurance, communication, leadership, and data processing skills to become a team player with your organization. I am a Licensed property and casualty goal orientated professional team player with experience in above standard customer support.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Underwriting Assistant

Midwest Family Mutal
Columbia, SC
02.2023 - Current
  • Assisted with processing, renewals, endorsements, cancellations and reinstatements.
  • Prepared routine correspondence related to underwriting activities including letters of acceptance or rejection.
  • Assisted in the preparation of presentations for prospective clients.
  • Responded promptly to inquiries from internal departments regarding underwriting matters.
  • Collaborated with other departments such as Claims or Accounting when necessary.
  • Performed data entry functions to track information such as payments, account updates and customer interactions.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained accurate records of all transactions related to insurance policies.
  • Responded promptly to customer inquiries about their policies and provided timely updates as needed.

Insurance Specialist

Dovetail Insurance
Columbia, SC
04.2019 - Current
  • Assist Insured's and Agents with insurance policies, including General liability, Professional Liability, Commercial Auto, Business Owner's and Worker's Compensation coverage.
  • Process all endorsements including Vehicle changes, Drivers, Additional Insured's, Coverage changes, Broker of Record Change and etc
  • Collaborated with carriers to resolve discrepancies in insurance payments.
  • Resolved routine and complex billing issues by performing detailed research.
  • Managed pending cancellations weekly reports, late payments, extensions request and other special circumstances by following up with relevant parties via email, phone or mail.
  • Assist agents with quotes and binding of new policies.
  • Manage policy records and required documentation pertaining to authorized insurance commitment.
  • Answered 185+ inbound calls per day and directed to designated individuals or departments.
  • Documented conversations with customers to track requests, problems and solutions.
  • Cultivated impactful relationships with insured's as well as agents and drove business development by delivering product knowledge.


Insurance Specialist

WNS Global Services
Columbia, SC
12.2021 - 02.2023
  • Modified and updated existing policies to reflect change in amount of coverage or type of insurance.
  • Corresponded with insured or agent to obtain information or inform of account status or changes.
  • Transcribed data to worksheets and entered data into computer to prepare documents and adjust accounts.
  • Handled modification and updating of policies.
  • Assist Agents/Brokers with quotes and applications
  • Received and reviewed underwriting approvals for quotes, endorsements and applications.
  • Offered information about policy and coverage details.
  • Advise agents of eligibility, procedures, Underwriting documents required

Customer Service Lead

Verizon Wireless
Columbia, SC
12.2007 - 03.2019
  • Lead with the conversion of Alltel call center at Verizon ensuring new employees have accurate and consistent information regarding the policies and procedures of Verizon Wireless.
  • Process applications to determine eligibility for service.
  • Handle equipment reports to deny or approve return equipment request.
  • Analysis data to develop knowledge of policies especially pertaining to equipment returns.
  • Assisted as a Special Project coordinator to assist in various projects throughout a fast paced call center.
  • Assist my team members and peers with handing escalated issues.
  • Facilitate team meetings and ensure team is productive in day to day operations.
  • Send emails to the team for follow-ups, incentives, and team stats on a daily basis to ensure productivity.
  • Conduct monitors, side by side listen ups and peers to peer coaching to improve performance and achieve monthly goals.
  • Assist Internet Response Team to assist with callbacks to resolve customer inquiries and update excel sheet for record keeping.
  • Resolved customer escalated issues in the Escalation Queue to assist customer service with escalated issues and calls.
  • Provide insurance plans and claim information; assist with submission of claims.
  • Review and update denial claims.

Customer Service Specialist

Verizon Wireless
Columbia, SC
01.2004 - 12.2007
  • Processed applications for price activations, plan changes, and equipment orders.
  • Responsible for online inquiries, complaints, and solutions to any and all concerns voiced or written for company online customer base.
  • Reviewed, researched and resolved escalated issues.
  • Proficient in Acss, I2K, Vision and Info Manager which allowed me to perform first call resolution.
  • Duties included assisting customers in all facets of cellular service (i.e.
  • Billing and equipment).
  • Negotiated credits and any other billing issues in a timely and accurate manner.
  • Point of Contact in Supervisors' absence.

Assistant Manager

Friedman's Jewelers
Columbia, SC
03.2000 - 12.2003
  • Responsible for the daily operations of retail facility to include merchandise sales, customer service and turnkey operations.
  • Updating excel spreadsheet for inventory count in merchandise.
  • Analysis data for monthly sales to create better business practices and sales.
  • Responsible for managing team of sales representative to ensure meeting monthly goals.
  • Conducted bank and credit reconciliation's as well as telephone account transactions.
  • Prepared and executed financing agreements with customers.

Education

High School Diploma - General Studies

W.J. Keenan High School
Columbia, SC
05.1999

Skills

  • Billing
  • Customer satisfaction
  • Management
  • Record keeping
  • Reporting abilities
  • Documentation skills
  • Insurance plan verification
  • Proficient in MS Office
  • Inbound and outbound calling
  • Staff training and development

Certification

Property and Casualty License

Currently Studying for Life & Health License

Timeline

Underwriting Assistant

Midwest Family Mutal
02.2023 - Current

Insurance Specialist

WNS Global Services
12.2021 - 02.2023

Insurance Specialist

Dovetail Insurance
04.2019 - Current

Customer Service Lead

Verizon Wireless
12.2007 - 03.2019

Customer Service Specialist

Verizon Wireless
01.2004 - 12.2007

Assistant Manager

Friedman's Jewelers
03.2000 - 12.2003

High School Diploma - General Studies

W.J. Keenan High School

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Michelle Smith