PHILIP DONAHUE10621 Regis Court • Indianapolis, IN 46239 • 317-331-9839

Linkedin:Philip Donahue flipd@sbcglobal.net

TECHNICAL SUPPORT CUTOMER SERVICE PROFESSIONALA well-qualified Technical Support Professional with over 6 year of experience in a Technical Support

Helpdesk. Adept at analyzing and identifying technical issues and creating effective solutions. Create In-cident Tickets for escalation of system issues. Proven ability to successfully educate, train, and manage

multiple employees in a fast-paced environment.

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CORE COMPETENCIES

• Commercial Insurance

• Personal Insurance

• Life Insurance

• Technical Support

• Agency Automation

• Property & Liability Insurance• Policy Issuance

• Customer Service

• Insurance Company Operations

• Employee Training

• Insurance Marketing

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