philip donahue resume-word customer serv

PHILIP DONAHUE 10621 Regis Court • Indianapolis, IN 46239 • 317-331-9839

Linkedin: Philip Donahue flipd@sbcglobal.net

CUSTOMER SERVICE PROFESSIONAL A well-qualified Insurance Customer Service Professional with over 15 year of experience in insurance company operations, property & casualty insurance, and implementing innovative ways to elevate cus-tomer service solutions. Adept at analyzing and identifying technical issues and creating effective solu-

tions. Proven ability to successfully educate, train, and manage multiple employees in a fast-paced envi-ronment.

CORE COMPETENCIES

• Commercial Insurance

• Personal Insurance

• Life Insurance

• Agency Automation

• Policy Issuance

• Customer Service

• Insurance Company Operations

• Employee Training

• Agency Technical Support

• Salesforce Database

• Insurance Marketing

• Property & Liability Insurance

PROFESSIONAL EXPERIENCE Safeco Insurance; Indianapolis, IN 12/2000 – Present

Agency Automation Professional 9/2009 – Present Contribute to the ease of business opportunities by assisting insurance agents with a variety of technical support issues such as password resets, new account creations, and researching database information.

• Ensure stable, reliable production system operations by troubleshooting quoting and policy change tools.

• Collaborate with upper management to resolve high level issues. • Manage technical support by providing insight, education, and guidance on agency automation

programs such as Salesforce, COMLINE, and the Safeco Now website.

Senior Customer Service Representative 12/2000 – 9/2009

Consistently exceeded customer and agent expectations by providing the highest level of quality service while explaining coverage options, reviewing accounts, and processing endorsements.

• Provided exceptional customer service by answering billing questions and implementing billing changes.

• Contributed to the success of the underwriting team by obtaining pertinent information on en-dorsement requests and renewals.

• Trained and educated co-workers on workflows, job-aids, coverages & Safeco systems.

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Conseco Life Insurance; Carmel, IN 8/1996 – 11/2000

Lead Senior Customer Service Representative Consistently recognized and promoted three times for expert level knowledge in life insurance products, marketing, systems implementations, and employee training.

• Served as a key contributor to several project management teams focused on e-business solutions. • Successfully worked as a liaison between agents and the company by providing expedited cus-

tomer service solutions including life insurance quotes, policy changes, and policy issuance. • Trained new employees on new business processes and illustration software.

EDUCATION & COMPLETED INSURANCE COURSES

• High School Diploma; Beech Grove High School, Beech Grove, IN

• INS 21 Property and Liability Insurance Principles • INS 22 Personal Insurance • INS 23 Commercial Insurance • AIS 25 Delivering Insurance Services • 280 Principles of Life Insurance • 290 Life and Health Insurance Company Operations • 310 Legal Aspects of Life and Health Insurance • 320 Life and Health Insurance Marketing