Pamela Irvin
Phoenix
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
37
37
years of professional experience
Work History
Underwriting Service Assistant
State Farm Insurance Company
08.2020 - Current
- Serves as a technical and procedural resource to assist in resolving policy/policyholder concerns
- Partners with Underwriters to service Agency and Agency Leadership concerns and/or handles business
partners inquiries - Communicates with Policyholders, Agents, Claims, Legal, or business partners via various communication
media, including email, IM, chat, and phone - Maintains and updates policyholder records
- Performs general mail desk responsibilities
- Provides assistance by performing a variety of service and support functions
Customer Service Representative
Liberty Mutual Insurance Company
06.2019 - 06.2020
- Provides excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by geographic area and line.
- Listens to customers’ requests and inquiries.
- Works to retain policyholders who inquire about canceling through open listening, policy review of customer issues, and escalation to the appropriate team if necessary.
- Builds rapport with each customer.
- Processes policyholder transactions accurately and within Customer Response Center established time standards.
- Interprets policy contracts to insured based on knowledge of Personal Insurance auto products.
- Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
- For features or products outside of auto, escalates the policyholder to the appropriate team.
- Understands aspects of billing systems as it pertains to policy coverage.
- Identifies and communicates transactions and impact to policy premium.
- Evaluates and makes decisions regarding exceptions to payment plan and fees.
- Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements.
- Places policy in follow-up and ensures adherence to arrangements specified.
- Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Utilizes on-line reference materials to provide confident, accurate, and efficient information.
- Develops and maintains product, procedural and technical systems knowledge.
- Completes licensing and continuing education requirements.
- Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and the internet.
- Supports and participates in office or department programs and contests.
- Performs additional duties as assigned.
- Edit
Local Office Manager
State of Arizona (DES)
08.1996 - 04.2004
- Managed an office with a staff of 40 employees responsible for making determinations for federal and state welfare programs.
- Ensured applications were processed timely according to federal and state guidelines.
- Monitored daily reports ensuring timely completion of applications.
- Completed case audits on supervisors to ensure policy and procedures were applied correctly and quality was met.
- Conducted weekly unit meetings to ensure office goals were being met.
- Conducted office training on new policy. Conducted root cause analysis session for office improvement
- Participated on interview panels for new hires. Completed new hire paperwork
- Completed monthly employee evaluations to keep staff aware of their performance.
- Resolved customer complaints and promoted quality customer service.
Unit Supervisor
State of Arizona (DES)
12.1991 - 08.1996
- Supervised a unit of 7 eligibility interviewers and 1 clerk who carried a caseload of 100-150 clients each. Payroll data entry.
- Monitored reports for timeliness
- Completed case audits for case accuracy.
- Held unit meeting/training.
- Resolved client complaints and promoted quality customer service.
- Ensured applications were timely completed by each worker.
- Trained new clerical staff on timesheets input.
- Trained CSR on answering busy switchboard taking messages and ensuring proper routing of calls.
Eligibility Interviewer
State of Arizona (DES)
11.1988 - 12.1991
- Completed face to face interviewers with customers applying for federal and state welfare programs.
- Monitored and maintained a caseload of 100-150 to ensure timely completions of changes and case renewals.
- Gathered requested verification needed to make a timely eligibility decision, explain benefits that were available, the process and timeframes it took to receive benefits.
- Input information into the computer system ensuring correct benefit amounts were paid to eligible clients.
- Handled inbound calls in a courteous manner to resolve customer issues and provided quality customer service.
- Processed inside and outside timekeeping data by the required deadline
- Applied company policy and government regulations to process cases
- Communicate with internal and external customers and entities via phone and other communication channels.
- Edit
Education
Associate of Arts - General Studies
Maricopa Community Colleges, South Mountain Community College
Phoenix, AZSkills
- Document review
- Policy analysis
- Organizational skills
- Adaptability and flexibility
- Decision-making
- Problem-solving
Timeline
Underwriting Service Assistant
State Farm Insurance Company
08.2020 - Current
Customer Service Representative
Liberty Mutual Insurance Company
06.2019 - 06.2020
Local Office Manager
State of Arizona (DES)
08.1996 - 04.2004
Unit Supervisor
State of Arizona (DES)
12.1991 - 08.1996
Eligibility Interviewer
State of Arizona (DES)
11.1988 - 12.1991
Associate of Arts - General Studies
Maricopa Community Colleges, South Mountain Community College
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