Tracey Orser
Broomfield,CO
Summary
Driven professional eager to acquire new experiences and achieve excellence in all endeavors. Strong commitment to personal and professional growth. Passionate about leveraging skills and knowledge to contribute effectively in personal and work environments. Dedicated to continuous improvement and embracing opportunities for feedback.
Overview
25
25
years of professional experience
1
1
Certification
Work History
CL BIT Customer Care Specialist
Progressive Insurance - Mayfield Village Service Center
Remote
10.2022 - Current
- Deliver exceptional customer service by listening to the customer & resolving inquiries effectively.
- Service policies via inbound and outbound calls, follow ups, documents & emails with quality & accuracy.
- Collaborate with cross-functional teams to enhance customer satisfaction.
- Always seeking to identify trends, driving continuous improvement initiatives within service operations.
Team Leader
AIG Life & Retirement
04.2010 - 05.2022
- Provide assistance to the supervisor in mentoring and coaching a Life Insurance Application Case Management team
- Act as a liaison between Insurance Agencies and Underwriters to get customer applications approved and issued
- Manage an escalation mailbox for questions, concerns or other issues needing special attention. Resolve complex issues, that may include drafting errors, refunds, reissues and/or rush processing
Account Specialist
Matrix-AIG Direct
04.2005 - 04.2010
- Proactively managed a case load of Life Applications
- Provided consistent and prompt status updates to customers via email or phone calls. Collected necessary documents, details to questions posted by the carrier, and payments required
- Met or exceeded monthly premium placement and quality goals, actively participated in bonus structure, worked in conjunction with sales agents. I started in Sales, then moved to Admin
Claims Representative
GEICO Insurance
04.2001 - 04.2005
- Investigated Auto Claims and resolved disputed liability cases utilizing phone interviews, photos and police reports if available
- Responsible for payment of Medical Claims for our customers using their Medpay or PIP coverage. Reviewed CPT codes for medical bills submitted and paid if reasonable and customary
- Updated customers on status and resolved claims as quickly as possible
Education
Bachelors Degree - Business Administration
California State University San Marcos
05-2000
Skills
- Detail oriented, problem solver, self motivated
- Strong customer service & communication skills
- Familiar with computer functions required to do my job, and able to learn new systems fairly quickly
- Happy to be part of a team setting with peers that can rely on each other, but am comfortable working alone as well
Certification
I have successfully held P&C Licenses, Life License and Real Estate License in the past.
Timeline
CL BIT Customer Care Specialist
Progressive Insurance - Mayfield Village Service Center
10.2022 - Current
Team Leader
AIG Life & Retirement
04.2010 - 05.2022
Account Specialist
Matrix-AIG Direct
04.2005 - 04.2010
Claims Representative
GEICO Insurance
04.2001 - 04.2005
Bachelors Degree - Business Administration
California State University San Marcos