Service Provider Network Admin & Claims Supv

Posted on: 2007-04-15

Kathleen Keys (Kathy) 11934 Strand Pl #3 Florissant, MO 63033 314-922-4750 M [email protected] Summary Over 15 years of successful customer service experience as sales and service agent. Overseeing multiple accounts and policies for residential and commercial accounts. Establishes and maintain a network of qualified repair contractors. Train, supervise and evaluate staff. A thorough understanding of contractor management, including contractual engagement, dispatch, quality control, regulations and licensing. Provide interface to AWR affiliate and non-affiliate companies and interdepartmental coordination to resolve problems. Developed a claims department, introduced a non- insurance company to the unfair claims practice acts, a strong strategic thinker and team builder. Comply with Sarbanes-Oxley Compliance policies and procedures. Education M.A. Business Management, Electives in Marketing, Webster University B.A. Business, Columbia College Areas of Expertise Diplomatic Customer Service Professional Sales Management Contractor Management Licensed Insurance Broker Claims Supervisor Marketing Underwriter Risk Management Experience AMERICAN WATER RESOURCES – ALTON, IL 12/04-11/06 Service Provider Network Administrator & Claims Supervisor, Enterprises Group Homeowner Services Responsible for establishing and maintain a network of qualified repair contractors. In addition, supervise all activities in the claims department. Maintain contractor database systems, analyzes repair data to determine frequency and severity of repair service events. Maintain appropriate geographic coverage between consumer locations/concentrations and contractor service locations for the water, sewer & in home plumbing protection program. Developed a repair claims department. Monitor all repair claims, contracts, invoices and reimbursements. Respond to complaints from the PUC, Attorney General, BBB and AWW. On call 24/7, 365 days a year. Claims department does not close. Provide communication and training materials for affiliate & non-affiliate field operating representatives. Manage employees’ time, attendance & work schedules. Hire, interview and provide training for new employees. Supervise a growing staff of twelve. Interface directly with Marketing & New Business Development regards to competitors. AMERICAN WATER WORKS – ALTON, IL 06/03-12/04 Customer Service Representative Responsible for servicing incoming calls from external and internal customers. Oversaw the record keeping of Electronic Fund Transfer. Filled in as substitute Team Supervisor as needed. Assist with the training and coaching of new representatives. Participated in the Ideas Into Action program. FIRST BANK INSURORS AGENCY – ST. LOUIS, MO 04/04-12/04 Insurance Agent – Part-time As a broker, sold life, health, auto & homeowners insurance through several insurance companies. Serviced existing policies. Participated in up sell contest. ADT SECURITY – ST. LOUIS, MO 2002-2004 Residential & Small Business Sales Representative Sold residential and commercial security alarm systems. Establish relationships with various organizations. Participated in trade show, able to perform presentations. Market for business by use of mailers, door hangers, canvassing, and referrals. Ensures installation was satisfactory, demonstrated new system. Commission only income. GMAC INSURANCE – Earthy City, MO 1997-2001 Customer Service Agent Serviced calls from existing policyholders, lenders, auto dealers and the DMV. Provide quotes on auto and motorcycle policies. Major goal was to retain the customer’s book of business. Performed coverage sales and policy adjustments to meet customer needs. Received certificates and bonuses for up selling. Computer Skills SQL, Crystal, Microsoft office (Word, Excel, PowerPoint, Access), Lotus 1-2-3, Aptify Community Involvement St. Louis Police Citizen Police Academy Alumni Association- Board Member Webster MBA Alumni Chapter – Active Member