Patricia Cape
Piscataway,NJ
Summary
Skilled Underwriter and Customer Service Representative with extensive experience in the insurance sector. Proficient in using Microsoft Outlook and Guidewire to improve operational efficiency and customer satisfaction. Adept at policy interpretation, risk management, and building lasting relationships. Eager to leverage expertise to contribute to and grow within a forward-thinking company.
Overview
36
36
years of professional experience
Work History
Customer Relations Center Underwriter/remote
Citizens United Reciprocal Exchange
Princeton, New Jersey
04.2017 - 09.2024
- Identified needs of customers promptly and efficiently. Reviewed current auto insurance policies for correct coverages. Counseled customers on the meaning of coverages and deductibles in their policies. Performed changes on current customers' policies. Process payments through credit card and ACH.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Strengthened customer retention by offering discount options.
- Provided accurate information about products and services to customers.
Customer Service Representative
Farmers Insurance Agency
Woodbridge, New Jersey
10.2016 - 04.2017
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided accurate information about products and services to customers.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative
LIBERTY MUTUAL INSURANCE COMPANY
Somerset, New Jersey
10.1996 - 07.2016
- Independently provides timely and accurate guidance and service to policyholders for a variety of Personal Lines products, plans, and programs. Consistently recognized by customers through complimentary letters.
- Identify and analyze customer needs to ensure high customer satisfaction, growth, and retention of business. Quality assurance scores consistently met or exceeded department metrics.
- Provide leadership by supporting and participating in department-sponsored New Business and/or Retention Programs, contests, and special projects. Office 'go-to' for information, processes, and compliance.
- Strong understanding of all Personal Market Departments and operations. A liaison between company departments to resolve customer inquiries and complaints. Handled presidential and DOBI complaint resolution.
- Ability to work in varying work environments, serving various roles. Assisted in scheduling team meetings and peak workflow.
Claims Assistant Supervisor
Selective Insurance
Rochelle Park, New Jersey
02.1989 - 04.1996
- Monitored and allocated work for the customer service department for daily workflow. Improved Customer Satisfaction by reducing hold times to under 4 Minutes.
- Researched and resolved back logs. Reduced back logs by reorganization of processes and minimizing handle time.
- Direct communication with policyholders and independent insurance agents in the processing of first reports for claims.
- Handled small claims for auto property departments, by taking recorded statements and the review of documentation submitted for damages.
Education
Property And Causality Licence For Michigan - Auto Insurance
WebCE
Online05-2021
CISR:Certified Insurance Service Representative -
National Alliance of Insurance Education and Research
Edison, NJ01.2008
Property and Casualty and Health License -
Atlantic School of Insurance
Piscataway, NJ01.1996
Skills
- Risk Management
- Policy Interpretation
- Customer Service Excellence
- Effective Communication
- Quoting and pricing policies
- Renewing policies
- Data collection
- Building strong relationships
- Guidewire
- ODS
- Microsft Outlook
- Lexis Nexis
- Excel
- Power Point
Recognition
- Received a spectrum of Service Award from the Rewards and Recognition by consistently meeting monthly service metrics.
- Exceeded company standards for first call resolution and customer surveys targets in 2014.
- Repeatedly recognized in Selective Insurance newsletters for customer compliments for quality assurance and exceeding metrics.
References
References available upon request.
Timeline
Customer Relations Center Underwriter/remote
Citizens United Reciprocal Exchange
04.2017 - 09.2024
Customer Service Representative
Farmers Insurance Agency
10.2016 - 04.2017
Customer Service Representative
LIBERTY MUTUAL INSURANCE COMPANY
10.1996 - 07.2016
Claims Assistant Supervisor
Selective Insurance
02.1989 - 04.1996
Property And Causality Licence For Michigan - Auto Insurance
WebCE
CISR:Certified Insurance Service Representative -
National Alliance of Insurance Education and Research
Property and Casualty and Health License -
Atlantic School of Insurance
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