Nia Carter
Columbus
Summary
Dynamic professional with extensive experience in policy processing and data entry at State Auto Insurance. Proven expertise in managing customer databases with Salesforce, enhancing service delivery. Skilled in insurance underwriting and resolving complex issues, driving client satisfaction and operational efficiency.
Overview
18
18
years of professional experience
Work History
Functional Support Coordinator
State Auto Insurance
03.2016 - Current
- Assist business insurance underwriters, with new business issues.
- Assigning policy numbers and setting F drive files of new prospects.
- Run motor Vehicle reports on daily basis for renewals and new drivers on insurance policy through Lexis Nexis.
- Responsible for sending out legal notices advising of policy changes and/or cancellations on accounts.
- Utilizing salesforce to logged and track new business for Account Executives.
Business Insurance Underwriting Assistant
State Auto Insurance
03.2016 - Current
- Provided business insurance entry support for an assigned regional territory.
- Worked closely with assigned business insurance underwriter(s) to develop, underwrite and service policies in accordance with established guidelines supporting the territory’s profitability and growth objectives.
- Rate, code and enter required information for quotes, new and renewal business and change work.
- Perform other entry work required to support the region’s business insurance book of business.
- Process all business insurance transactions including quotes, new and renewal business, endorsements and miscellaneous items in accordance with established underwriting guidelines and department productivity, quality and service objectives.
- Prepare new business, renewals and change requests for review by the business insurance underwriter when such items are beyond the incumbent’s authority.
- Maintain necessary business insurance manuals and/or other reference materials in order to appropriately process assigned work.
- May be called upon to perform additional duties as directed by the Business Underwriting Support Supervisor.
Customer Service Rep
McGraw-Hill Education/Kforce-Staffing
10.2015 - 03.2016
- Locating, creating and maintaining customer database utilizing Oracle and Salesforce.
- Maintaining party relationships for main and sub-accounts.
- Validating information by conducting research using the internet and other resources.
- Maintain customer database and orders.
- Updating customer sales orders as necessary.
- Verifying Customer contact information as needed.
- Providing inbound and outbound customer service support for McGraw-Hill product lines to include (price, availability, invoicing, shipping, billing and crediting).
- Handle customer service calls, e-mails, and inquiries issues and apply appropriate resolutions.
- Enter orders and samples from either phone, fax or scanned documents; research service issues such as invoicing, shipping, billing and crediting; lead customer to specific product information for course work.
- Primary contact with customers is via phone or e-mail.
Data Analyst
State Auto Insurance/Kforce-Columbus,Ohio
05.2015 - 09.2015
- Handled shipment and placement of claims and litigation files for claims examiners.
- Entered data of files location using Microsoft Access.
- Also located claims for insurance agents out of state as well as in house agents.
Customer Care Representative- Chase Call Center
Chase/KForce - Columbus, Ohio
01.2014 - 10.2014
- Responsible for providing directive, and supportive customer service to mortgage loan customers, assisting with information in regards to their loans and escrow accounts.
- Serving as dispatcher.
- Update and enter information into the database and provide customers with up to date information in regards to their mortgage loans and their escrow accounts.
- Uses logic and reasoning skills to address and resolve issues that may impede delivery of quality service.
- Uses appropriate computer skills to gather resources and information quickly.
- Effectively diffuse high tension situations by listening attentively and actively to encourage open communication.
- Used customer service-oriented telephone etiquette to communicate and obtain information.
- Greeted callers, established rapport, and projected professional tone; while handling complaints and accurately recorded statistics on each call and update data records accordingly.
Dispatcher
Atlas Butler
01.2009 - 07.2012
- Monitored and assigned work to Customer Service Representatives, while performing all the tasks of a Customer Service Representative.
- Trained, explained tasks, and assisted in the solution of problems.
- Received customers' requests by telephone or mail, analyzes requests, provides information requested or ascertains who can best provide the information, and routes the request to the proper person.
- Analyzed transactions, corrects records, and adjusts errors.
- Searched company records under ZIP code, name, account number, etc., using CRT, computer printout, or requisition information from factory.
- Traced status of orders through Expediting Department.
- Resolves customer questions related to orders, took orders as needed.
- Maintained liaison with other departments for order completion.
- Wrote up order, mails catalog, samples, price quotations, and similar data to customer, as required.
- Responded to customers' requests via telephone or mail, using typewriter or personal computer when necessary.
- Contacted customers to ascertain data omitted on orders.
- Maintained knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
- Processed all insurance agents' orders and courtesy sales originating through mail.
- Prepared and forwarded preliminary paperwork to Returns and Replacements on problem orders and gifts not received.
Emergency Roadside Counselor
AAA
07.2007 - 09.2008
- Responsible for providing calm, directive, and supportive customer service to members in roadside distress; serving as dispatcher; providing marketing and sales to attract new members, and assisting with the application process.
- Processed member requests for roadside assistance.
- Received and reviewed member service requests in a timely manner.
- Enhanced member relationships by demonstrating concern for member safety.
- Kept members informed of the status and progress of their service requests.
- Used logic and reasoning skills to address and resolve issues that may impede delivery of quality service.
- Acted and interacted effectively and productively to provide timely & quality delivery of member roadside assistance needs.
- Built appropriate rapport with the member and service provider network.
- Effectively diffused high tension situations.
- Listened attentively and actively to encourage open communication.
- Used customer service-oriented telephone etiquette to communicate and obtain information.
- Greeted callers, established rapport, and projected professional tone; while handling complaints, and accurately recorded statistics on each call.
Education
Medical Billing and Coding Certificate -
American School of Technology
Columbus, Ohio01.2005
High School Diploma -
Fort Hayes Career Center
Columbus, Ohio01.2002
Skills
- Policy processing and data entry
- Salesforce and customer database management
- Motor vehicle reporting
- Insurance underwriting
Phone
cellular, 614.558.5326
Affiliations
- Volunteer weeding,planting and mulching at the Thurber Park during the spring and summer time.
Timeline
Functional Support Coordinator
State Auto Insurance
03.2016 - Current
Business Insurance Underwriting Assistant
State Auto Insurance
03.2016 - Current
Customer Service Rep
McGraw-Hill Education/Kforce-Staffing
10.2015 - 03.2016
Data Analyst
State Auto Insurance/Kforce-Columbus,Ohio
05.2015 - 09.2015
Customer Care Representative- Chase Call Center
Chase/KForce - Columbus, Ohio
01.2014 - 10.2014
Dispatcher
Atlas Butler
01.2009 - 07.2012
Emergency Roadside Counselor
AAA
07.2007 - 09.2008
Medical Billing and Coding Certificate -
American School of Technology
High School Diploma -
Fort Hayes Career Center
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