Nicole Beirne
Seminole,FL
Summary
Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment. Commented customer services expert with experience in serving a variety of customers throughout the states of Florida, Texas and Louisiana.
Overview
8
8
years of professional experience
1
1
Certification
Work History
FNOL First Notice of Loss Claims
Tower Hill Insurance Group
Gainesville, FL
09.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquires and provided accurate information regarding their claims.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls providing frontline customer support or assistance with product and service transactions.
- Maintained detailed notes on calls within each customers claim.
- Processed claim for insureds and agents, etc. By retrieving detailed information for the desk adjuster regarding insured's damages.
Customer Service Lead
Weston Casualty and Property Insurance
St. Petersburg, FL
09.2020 - 09.2022
- Assisted supervisors in maintaining and improving call center operations by monitoring system proformance. Identifying and resolving problems; preparing and completed action plans.
- Assisted supervisor in managing the day-to-day operations of the assigned team including performance, workload, and handling escalations.
- Assisted supervisor in communicating with team or other team and colleagues, including leading and contributing to regular team meetings, huddles and individual conversations.
- Assisted in team group chats, voicemail, or other work delegated on behalf of assigned team.
- Reviewed and approved refunds and write off for both Guidewire and AS400 systems
- Answered incoming calls assisted agents and insured's with questions, quotes, policy changes and cancellations
- Processed policy changes and cancellations
- Assisted underwriting
- assigned and completed special projects
Personal Line Agent
Crosslet Insurance Agency
Clearwater , FL
03.2020 - 09.2020
- Provided guidance to customers on their insurance coverage options and risks associated with each option.
- Processed customer payments for policies, endorsements, cancellations, and renewals.
- Maintained accurate records of customer information and policy changes.
- Analyzed data from various sources to identify potential opportunities for growth or improvement.
- Managed customer accounts including billing, policy updates, cancellations, and renewals.
- Responded promptly to customer inquiries via email or phone calls.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Developed appropriate quotes based on risk information.
Customer Service Representative
Anchor Casualty and Property Insurance
St. Petersburg, FL
10.2016 - 03.2020
- Answered approx. 50+ calls Confer with agents & customers to handle endorsements, cancellations, etc.
- Resolved agents & customers' service or billing questions, processing requests,for refunds and submitting updated invoices.
- Refer unresolved agents or customers grievances to designated departments for further investigations.
- Check to ensure that appropriate changes were made to resolve agents and customers problems.
- Assist agent with any guidelines needed to process new business or endorsement on policies.
- Approved all cancellations request and processed them according to the applicable statues and underwriting rules.
- Reviewed all reinstatements and process them in the system, notify agents agents of reinstatements.
- Document all pertinent comments relating to risk each time it is handled. This includes but is not limited to coverage changes, endorsement processing, rate changes, underwriting eligibility, issues etc.
- Assisted accounting department in releasing overpaid/refunds due on accounts.
- Handled Policies in FL, TX, LA.
Education
Associate of Science - Criminal Justice
Remington College
Largo10-2007
Skills
- Claims Processing
- Coverage assessments
- Proven Proficiency in organization, detail, deadlines, multitasking, problem-solving, data entry, and professionalism
- Assisted with underwriting reviewing inspections and repairing documents requested
- Handled escalated situations with tact and superior customer service to reach amicable solutions in leadership and supervisory roles
- Trained new employees and colleagues on guidelines and systems; for Florida, Texas, Louisiana
Certification
- 220 License -Issued date 08/27/2020
- 620 License - Issued date 09/08/2020
Timeline
FNOL First Notice of Loss Claims
Tower Hill Insurance Group
09.2022 - Current
Customer Service Lead
Weston Casualty and Property Insurance
09.2020 - 09.2022
Personal Line Agent
Crosslet Insurance Agency
03.2020 - 09.2020
Customer Service Representative
Anchor Casualty and Property Insurance
10.2016 - 03.2020
Associate of Science - Criminal Justice
Remington College
- 220 License -Issued date 08/27/2020
- 620 License - Issued date 09/08/2020
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