email: •••••
••••• R. ••••• •••••
••••• •••••nue Thompson, CT ••••• •••••



OBJECTIVE•••••To secure a position where successful administrative, customer service and office support skills can con-tribute to growth and profits.

QUALIFICATIONS Professional Profile:
SUMMARY••••• Effective communicator with excellent interpersonal and organizational skills
••••• Cooperative and flexible; readily adapt to changing needs and circumstances
••••• Creative, determined and tactful approach to problem resolution
••••• Able to manage multiple tasks, set appropriate priorities and meet deadlines
••••• Motivated, conscientious and confident self-starter who learns quickly
••••• Interact effectively with a wide range of personalities and at all organizational levels
••••• Enthusiastic team player who enjoys challenges and performs well under pressure
••••• Successfully hire, train, motivate, supervise and evaluate customer service and support staff
•••••Functional Skills:
••••• Knowledge of insurance & medical terminology Work effectively with insureds & agents

••••• Experience training & motivating new employees Implement cost effective ideas & procedures
••••• Excellent research, analytical & negotiating skills Successfully manage workflow & production

EMPLOYMENT
••••••••••ST. JOSEPH ELEMENTARY SCHOOL, Webster, MA
•••••Volunteer
••••• Perform a variety of clerical support tasks in the school office.

••••••••••HANOVER INSURANCE, Worcester, MA
•••••••••• Claims Representative - Subrogation
•••••A wide range of responsibilities included:
••••• Evaluated files for potential recovery and developed and documented claim strategy for pro-
••••• active handling.
••••• Recovered monies of clear liability files with some comparative liability for both personal and
••••• commercial auto insurance.
••••• Coordinate with other carriers regarding reimbursement and coordinate settlements.
••••• Worked with both internal and external customers and vendors, issued deductible payments and
••••• processed incoming recovery payments.
••••• Explain the subrogation process and review deductible information with insureds and agents.
••••• Draft correspondence and type various form letters as needed.
•••••Accomplishments:
••••• Recovered •••••% above clear liability individual goal in •••••
••••• Won claims excellence award twice for 2 separate files handled in clear liability subrogation.

•••••••••• Claims Representative - Auto Glass / Towing
••••• Handled all billing as well as direct payments to insureds and vendors.
••••• Researched any problems involving coverage and/or billing.
••••• Downloaded data to glass vendors and provided customer service support to glass vendors, agents
••••• and insureds.

•••••••••• Claims Central Administration Supervisor
••••• Directly responsible for all workflow and production issues within the claims administration
••••• unit including mail, data entry, glass and print station.
••••• Completed employee performance evaluations and provide feedback to facilitate professional
••••• development.
••••• Provided training and troubleshot any problems within the claims processing system.







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EMPLOYMENT
Contd••••• Scheduled, attended and recorded minutes for monthly meetings.
••••• Completed reports providing feedback to managers on the administration operation.
••••• Assisted with interviewing new employees and coordinated and selected temp staffing during
••••• reorganization and staff shortages.
•••••Accomplishments:
••••• Helped establish a centralized customer service unit for agents and customers to phone in claims.
••••• Established a centralized administrative help line including centralized email to claims staffs.

•••••••••• Claims Administration Unit Leader
••••• Coordinated, distributed and monitored daily workflow within the unit.
••••• Provided training, motivation and supervision for newly hired and existing employees and
••••• assisted with performance evaluations.
••••• Researched and resolved error notices and manual processing errors.
••••• Processed stop pay requests and handled AIB reporting and corrections.
••••• Completed daily error notice, AIC and APC checks and prepared memos and newsletters as
••••• needed.
•••••Accomplishment:
••••• Developed several form letters currently used within the claims department.

•••••••••• Administrative Assistant to the Claims Adjusters
••••• Issued and posted payments, handled incoming mail and responded to incoming calls.
••••• Reported injuries to CIB and scheduled IMEs.
••••• Drafted correspondence and performed other administrative support tasks as needed.

EDUCATION•••••Professional Training & Development:
Introduction to Property and Liability •••••
••••• Introduction to Personal Lines Insurance •••••
••••• Program in Supervisory Management
••••• Insurance Institute of America
Serve Customer Express Auto Fast Start Program•••••
••••• Stress Management
••••• Proper Use of Grammar and Punctuation•••••
••••• Allmerica Financial / Hanover Insurance
••••• Introduction to Claims Law
••••• Claims Law Legal Principles
••••• American Educational Institute, Inc.•••••
••••• Microsoft Word and Excel - PC Plus
••••• How to Handle Difficult People•••••
••••• Business Writing
••••• How to Provide Excellent Customer Service •••••
••••• Seminars
•••••SHEPHERD HILL REGIONAL HIGH SCHOOL, Dudley, MA Graduate

INTERESTS•••••Reading, Crafts, Golf, Walking, Theater

References Available Upon Request