1. RITA DUNKEN
1062 South Pine St., Canby, OR 97013  r_dunken@yahoo.com  503.914.9667
~ CUSTOMER SERVICE ~
Highly ambitious and experienced Customer Service Representative skilled in resolving product or service
problems by clarifying the customer's complaint, determining the cause of the problem, selecting and
explaining the best solution to solve the problem, expediting correction or adjustment, and following up to
ensure resolution. Strong track record within the insurance industry reviewing, researching, negotiating,
processing, and adjusting claims, while meeting established productivity, schedule adherence, and quality
standards. Adept at attracting potential customers by answering product and service questions and
suggesting information about other products and services. Excellent communicator with the innate ability to
manage multiple projects with competing deadlines. Proven expertise in:
 Customer Service
 Problem Resolution
 Teamwork
 Project Management
 Service Coordination
 Interpersonal Skills
PROFESSIONAL EXPERIENCE
ROTH HEATING AND COOLING – Canby, OR
Kiosk Customer Service Representative, 2011 to 2016
Provided customers with HVAC system quotes. Dispatched technicians to service HVAC units. Performed
customer scheduling, coordinating logistics and processing payments. Generated customer work orders.
Key Contributions:
 Generated new customer leads, resulting in increase sales.
 Recognized by senior management for possessing superior customer service skills.
PHIL COYNE CONTRACTING – Canby, OR
General Contactor Assistant, 2009 to 2011
Performed painting preparation and painting for assigned customer. Cleaned up worksite after project
completion. Removed linoleum floors. Designed new landscapes for customers, executing complete
renovations and coordinating end-of-day yard clean up tasks.
Key Contribution:
 Requested to assist drywall team due to ability to pick up new skills quickly.
FARMERS INSURANCE – Portland Oregon, 1975 to 2009
Customer Service Representative:

2. Managed a high call volume, answering customer questions and providing timely solutions to concerns and
problems.
Key Contribution:
 Widely recognized as a reliable check issuer for 20 consecutive years.
Senior Clams Associate:
Assisted insured and claimants with claims process, setting up appointments, obtaining customer
information, and answering claim information. Verified claim information with customer, inputting data
into the system.
Key Contribution:
 Created a weekly Excel report depicting results of customer surveys.
Subrogation Claims Associate:
Sent out contact letters and legal forms to associated parties. Created payment plans for debtors and
recorded payments upon receipt.
Underwriting Analyst:
Analyzed new business applications received from agents, determining eligibility. Ordered motor vehicle
records from the DMV and prepared data processing for input. Referred applications to an underwriter for
review if evaluation was required.
Senior Cancellation Rater:
Processed cancellations from underwriters and prepared and sent formal correspondence.
Sales Department Clerk:
Assisted the sales department with mail and phone duties, performing a variety of clerical duties.
Underwriting Clerk:
Ordered MVRs from the DMV and matched it with each application for underwriter review.
EDUCATION AND CERTIFICATION
Completed Online Coursework:
Western International University