PENNY ELLIS
Schuylerville,NY
Summary
Highly motivated professional with 25 years of experience. Eager to leverage 2 1/2 years of Technical Specialist experience in a new position with room for advancement. Forward-thinking professional offering 11 years of experience working for Auto Production Complex role. Extremely organized, self-starter that is a dependable, meticulous individual with a diverse background of service who meets project deadlines, while performing multiple tasks within a fast-paced environment. A strategic thinker and succinct communication with a consistent record of over achievement. Works well in a team environment as well as independently. Constantly willing to learn new technologies to stay current in this constantly changing industry.
Overview
15
15
years of professional experience
Work History
Technical Specialist
06.2020 - Current
- Act as subject matter expert, answering internal and external questions and inquiries by using active listening and issue resolution to provide excellent service
- Quickly became trusted as a Team Lead to company managers and team members earning a reputation for maintaining positive attitude and producing high-quality work while multi-tasking between busy phone system, handling complaints and functioning as a liaison to customers to ensure consistent positive customer experience with minimal supervision
- Developed and delivered internal best practices, resources, and training materials to support performance improvements
- Assisting in reviewing of Auto Policies and managing client issues around claim surcharges, discounts, and policy changes
- Evaluate and anticipate team member’s needs, offer solutions based on their unique situations
- Strong problem-solving skills with ability to develop or encourage alternative or new innovative solutions when appropriate.
Auto Production Complex Team
State Farm Insurance Inc
03.2008 - 06.2020
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote accuracy when working complex files
- Used critical thinking to break down problems, evaluate solutions and make decision
- Researched and resolved routine and complex issues while offering friendly and efficient service to customers, handled challenging situations with ease
- Selected to be Authorized Technical Assistant to help Portfolio Management team to rectify system complications allowing to build a strong technical understanding of Loss Ratio and Microsoft Office Package
- Excellent problem solving and analytical skills; proven ability to research, follow up and resolve complex issues or problems surfaced within the team
- Participate in development/updating of procedures and guidelines to ensure quality and integrity of insurance risk management policy
- Organized and facilitated Complex and Production lead state training for New York across enterprise
- Utilizing necessary resources and navigating systems efficiently to accurately verify eligibility and providing verification of benefits by identify necessary updates for Operation resources such as Auto Answers, Job Aids and Process Guides
Education
Associate of Science - Science: Criminal Justice
SUNY Adirondack College
Queensbury, NY05.2016
Associate of Science - Criminal Justice
SUNY Empire State College
Saratoga Springs, NYSkills
- Technical Communication Skills
- Complex Problem Solving
- Proactive Approach helping others
- Active Listening
- Underwriting Guidelines
- Judgment and Decision Making
- Production Work
- Operational Efficiency
- Team Meetings
Timeline
Technical Specialist
06.2020 - Current
Auto Production Complex Team
State Farm Insurance Inc
03.2008 - 06.2020
Associate of Science - Science: Criminal Justice
SUNY Adirondack College
Associate of Science - Criminal Justice
SUNY Empire State College
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