Tammy Moore
Delton,MI
Summary
Service advocate with expertise in customer relationship management and conflict resolution. Proven ability to enhance customer satisfaction and loyalty through effective problem-solving and active listening. Detail-oriented with a strong focus on workflow optimization and policy management. Experienced in fostering collaboration and delivering exceptional customer service to drive project success and improve team performance.
Overview
9
9
years of professional experience
Work History
Service Advocate II
Farmers Insurance Group
Grand Rapids, MI
11.2021 - Current
- Processed endorsements, reinstatements, cancellations, and workers' compensation audits efficiently.
- Served as Subject Matter Expert for department inquiries and support.
- Provided exceptional customer service to agents, insureds, and employees.
- Recognized peers with Props Points for outstanding performance and team morale.
- Facilitated collaboration through Webex and email communication.
- Volunteered assistance for tasks requested by People Leader promptly.
- Contributed to projects focused on queue clean-up and team support to enhance skills.
- Hosted team meetings to brainstorm process improvements and submit suggestions for knowledge articles.
Customer Service Representative
Allen Harmon Insurance Agency
BATTLE CREEK, MI
08.2020 - 02.2021
- Processed client transactions including payments, policy changes, and cancellations efficiently.
- Scheduled and rescheduled one-on-one appointments between underwriters and clients as needed.
- Handled billing transactions through EFT and credit card applications on company websites.
- Provided comprehensive customer service for approximately 15 insurance carriers and hundreds of clients.
- Utilized Agency Management System and phone systems to optimize workflow and communication.
- Navigated various insurance websites to ensure compliance with different regulations.
- Adapted to remote work, demonstrating ability to manage diverse responsibilities independently.
- Collaborated effectively with colleagues in high-pressure situations to achieve objectives.
Commercial Lines Underwriting Technician
HASTINGS MUTUAL INSURANCE COMPANY
Hastings, MI
01.2017 - 08.2020
- Assisted Commercial Lines Underwriting staff with risk placements adhering to established guidelines.
- Collaborated with Technicians and Underwriting staff to prioritize tasks for daily organization.
- Processed policy changes, including endorsements, cancellations, renewals, and non-renewals.
- Communicated effectively in writing and verbally with internal teams and external agencies.
- Ordered MVRs and financial reports to support Underwriters in decision-making.
- Reviewed, approved, and processed applications within individual authority limits.
- Provided backup support and training for Technicians and Underwriter trainees.
- Led monthly technician meetings, delegating tasks as necessary.
Education
ASSOCIATE IN GENERAL STUDIES -
Kellogg Community College
Battle Creek, MI05-2015
High School Diploma -
HARPER CREEK HIGH SCHOOL
Battle Creek, MI06-1995
Skills
- Endorsement processing
- Customer relationship management
- Insurance compliance
- Policy management
- Risk assessment
- Workflow optimization
- Verbal and written communication
- Time management
- Decision making
- Analytical skills
- Troubleshooting expertise
- Office automation proficiency
- Medical terminology knowledge
- Project management
- Problem solving
- Team collaboration
- Data analysis
- Complex problem solving
- Call handling
- Typing speed and accuracy (60-70 wpm)
- Independent and collaborative work
Additional Information
Employed with Foremost Insurance a Farmers Group Company between 1/00 to 3/07 as a member of the ForemostSTAR.com Help Desk providing technical support and training to Insurance Agents that utilized the site, www.ForemostSTAR.com. My position required me to stay up-to-date on specialty lines products, PC and Internet Based applications, to test new roll outs and updates to the web-site and make suggestions for improvements. I provided training to new STAR Help Desk Representatives. Prior to my transfer to the Help Desk, I was a Claims Expediter. I accepted and reviewed all incoming communications on behalf of the assigned Claims unit, acted as coordinator and the first line of customer service. I assisted customers in the initial stages of the loss handling process through instructions and advice. I assisted in policy confirmation by communication with our underwriting staff, agents, lenders, accounting staff and processing staff. I reviewed claims information and documentation for the claims unit, obtained support when required. I provided training to the new Claims Expediters. While with the Claims Department, I adjusted windshield and towing claims. I worked in the VIA Unit which provides assistance to the Claims staff by processing the loss reports, determining Actual Cash Value, and Replacement Cost of contents which were stolen or damaged, and advising of the settlement amount to be paid. Farmers Insurance Group gave me my tenure back when I returned in 2021. Therefore, I recently celebrated my 10 year anniversary with the Company.
References
- Linda McCoy, Farmers Insurance Group, Co-Worker, 512-992-7512
- Sam Cater, Farmers Insurance Group, Co-Worker, 661-780-3811
- Amanda Salewski, Hastings Mutual Insurance Company, Former Co-worker, 269-953-3029
- Scott Kornoelje, Hastings Mutual Insurance Company, Former Supervisor, 989-415-2991
Timeline
Service Advocate II
Farmers Insurance Group
11.2021 - Current
Customer Service Representative
Allen Harmon Insurance Agency
08.2020 - 02.2021
Commercial Lines Underwriting Technician
HASTINGS MUTUAL INSURANCE COMPANY
01.2017 - 08.2020
ASSOCIATE IN GENERAL STUDIES -
Kellogg Community College
High School Diploma -
HARPER CREEK HIGH SCHOOL