Timothy J. Calvert
Norwalk,IA
Summary
Client-focused Licensed Processing Associate offering experience managing key accounts to deliver superior service. Proficient in Microsoft Word and Excel. Expertise in providing client support, maintaining files and records and preparing quantitative, comparative performance evaluations. Committed to collaborating with associates and management to achieve business objectives.
Overview
27
27
years of professional experience
Work History
Client Service Specialist
Holmes Murphy & Associates
Waukee, IA
11.2021 - Current
- Process commercial endorsements, setup new policies and renewals, and create and manage billing invoices for over 40 commercial client accounts.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain accurate record-keeping with proactive attention to client information updates, including updating excel exposure schedules.
- Cultivate long-lasting client relationships based on trust and solid understanding of business needs.
Research/Remediation Analyst
Wells Fargo
Des Moines, IA
02.2021 - 11.2021
- Work with merchants and customers to resolve credit card disputes
- Inbound and Outbound calls to research and resolve active disputes
- June 2021 had best AUX (active call availability) time on direct team
- Work independently utilizing analytical skills to resolve disputes
- Active participant in huddles and departmental meetings
Commercial Lines Premium Processing/Support Supervisor
Nationwide/Allied Insurance
Des Moines, IA
03.2007 - 08.2020
- 2019 Support project lead for IDA/Hanover rollover
- Processed over 4 million dollars in transfer premium for Nationwide
- 2019 Robotics/Change Ninja Committee
- Lead weekly root cause problem solving sessions
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
Human Resources Representative
Nationwide Insurance
Des Moines, IA
06.2004 - 03.2007
- Recruited and hired for Subrogation and IT Departments
- Hired 108 positions including associates and interns in 2005
- Shift lead for Asian Heritage Festival, Juneteenth Community Day
- Coached managers on HRIS processing, salary management
- Interviewed and selected Emerging Leader Program applicants
- Successfully coached managers on employee relations issues
- Co-lead Des Moines New Associate Orientation
- Conducted exit interviews and update database
Premier Claim Center Supervisor
Nationwide Insurance
Des Moines, IA
01.2003 - 06.2004
- Recruited and hired multiple training classes
- Educated individuals as part of Allied Ambassador Program
- Managed and developed 13 direct reports including 10 daytime and 3 overnight associates
- Helped manage budget over $300,000 including merit salary increases
Personal Lines Service Center Supervisor
01.2000 - 01.2003
- Served as agency contact for Service Center in 3 states
- Monitored calls and provided written feedback for quality assurance
- Coached to quality and productivity improvements
- Successfully handled escalated calls from agents and customers
Senior Customer Service Representative
08.1997 - 01.2000
- Conducted customer service training for new hires
- Counseled representatives on billing, processing changes
- Helped create first billing help manual for associates
Billing Representative, Customer Service Representative
02.1995 - 08.1997
- Licensed personal lines insurance agent
- Excellent customer service to agents and policyholders including billing
Education
Weber coaching certification Passed PHR exam Certificate in General Insurance for completing three-part IIA series Completed 90 IDrive Classes - undefined
University of Northern Iowa
Bachelor of Arts - Business Management Emphasis: Human Resources
Skills
- Customer Account Management
- Clerical Support
- Member Relationship Management
- Responding to Difficult Customers
- Customer Data Confidentiality
- Issue and Complaint Resolution
- Courteous with Strong Service Mindset
- Account Management
- Payment Reconciliation
Timeline
Client Service Specialist
Holmes Murphy & Associates
11.2021 - Current
Research/Remediation Analyst
Wells Fargo
02.2021 - 11.2021
Commercial Lines Premium Processing/Support Supervisor
Nationwide/Allied Insurance
03.2007 - 08.2020
Human Resources Representative
Nationwide Insurance
06.2004 - 03.2007
Premier Claim Center Supervisor
Nationwide Insurance
01.2003 - 06.2004
Personal Lines Service Center Supervisor
01.2000 - 01.2003
Senior Customer Service Representative
08.1997 - 01.2000
Billing Representative, Customer Service Representative
02.1995 - 08.1997
Weber coaching certification Passed PHR exam Certificate in General Insurance for completing three-part IIA series Completed 90 IDrive Classes - undefined
University of Northern Iowa
Bachelor of Arts - Business Management Emphasis: Human Resources
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