philip donahue resume-word customer serv
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PHILIP DONAHUE 10621 Regis Court • Indianapolis, IN 46239 • 317-331-9839
Linkedin: Philip Donahue [email protected]
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