1. William A. Harris
4715 Johnston Oehler Rd (920) 333-0340
Charlotte NC 28269
adnanmasoon@gmail.com
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OBJECTIVE: My objective is to deliver the good hands promise thru assisting customers with restoring their lives in
. in every interaction. Able to utilize my critical thinking skills, as well as attention to detail. I’m looking to
grow my claim knowledge in an environment that allows me to utilize my customer service background and
gain additional tools to better assist ourtrusted advisors.
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Qualifications
 Critical thinking skills
 Time management
 Attention to detail
 Ability to identify customer needs and expertise in resolving customer service issues
 Skilled in problem analysis,action planning and implementing creative solutions
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Employment History
Allstate Insurance Company
Coverage Investigation Specialist, Charlotte, NC January 2012-Current
 Handle 60 plus customer interactions per day while in a fast paced environment
 Answercustomer request and inquiries concerning coverage issues
 Multi-task using multiple systems and websites to located the needed information
 Worked as license CT/RI coverage specialist
 Properly investigate claims to locate proper coverage.
 Escalate claims properly when there is a coverage issue or an E&O needed.
 Utilize Continuous improvement to better leverage customer centricity
 Worked as Coverage controller assigned claims to appropriate MCO and Express offices
 Coverage uploader-updated subject of insurance utilizing Claims Fill-in System
Claims Service Specialist January 2009-2012
Allstate Insurance, Cross Plains,WI
 Take record of first notice of losses for property, personal auto, commercial auto, recreational, and liability claims
 Settling customers issues/concerns regarding insurance claims in a fast paced environment
 Ability to multi-task in fast paced work environment while working inbound and outbound
 Effective time management skills
 Selected by manager to provide assistanceto the entire call center while team managers are attending meetings
 Rewarded multiple “Express Yourself” awards for achieving metrics set for the claim office
 Selected as 'STEPP Coach' by team lead to provide continuing education for co-workers
 Assists with the training for mini-optimum labs set forth
Education & Certifications
Company/Independent Adjuster license NC,CT,RI Achieved in May 2015
Herzing College-Network system Engineer Some college coursework completed
ST & SC Fiber Optic Termination Certification Achieved in 2004
Hazmat Safety Certification Achieved in 2004