Tonia Shannon is seeking a position that utilizes her skills to benefit the company. She has over 15 years of experience in customer service, collections, and claims processing. Her resume details work history at Frontier Communications, Arby's, American Specialty Insurance Services, and K&K Insurance Group in roles involving customer interactions, claims examination, and supervision. She has a secretarial degree from International Business College and is proficient in Microsoft Office, Windows, and various insurance industry software systems.

1. TONIA RENEE SHANNON
1544 Highland Court
Home: (260)824-3567
Bluffion, IN 46714
Cell: (260)273-1700
PROFESSIONAL GOAL
To obtain a position in which I can utilize and strengthen my skills to become an asset to the company for which I am employed.
WORK EXPERIENCE
I
FRONTIER COMMUNICATIONS, 8001 W. Jefferson Blvd., Ft. Wayne, IN 46804.
Credit & Collections Associate, December 1 to Present.
Responsibilities: Receive and initiate customer contact, Interact with customers and effectively handle billing and account inquires,
prepare adjustment vouchers, perform collection work, including inbound and outbound contacts to collect on balances owed use
various systems to access and generate transactions to customer's billing record, handle customer correspondence, performed other
duties as assigned.
ARBY'S, 995 North Main Street, Bluffton, ESf 46714. | :
Part-time Crew Member, July 2012 to November 30, 2014. i
Responsibilities: Customer Service, cashier, fiyer, drive through duties as well as food preparation including opening the store.
AMERICAN SPECIALTY INSURANCE SERVICES, INC., 142 North Main Street, Roanoke, IN 46783. i
Senior Claims Examiner. May 1997 to October 1, 2013. I
Accident Medical Claims Supervisor. October 5, 1995-May 1997.
Sr. Claims Examiner Responsibilities: Provided claims handling service for insured and self-insured risks, liaison between
claimants/employer/insured's, assisted with review of incident loss reports with possible assignment, performed follow-up activities with
claimants, insured's, and others as needed to secure all information required to complete servicing, obtained detailed information
surrounding the incident and other insurance information from the claimants, verified covered entities and/or individuals under insured
policies, managed all claims and settlements within my individual authority, managed the investigation, evaluation and disposition of an
assigned inventory of moderate to high value claims on behalf of an insured and self-insured risks, handled all phases of negotiation on
assigned claims with insured's, claimants, and attorneys, managed claim files in litigation in accordance with Litigation Management
Guidelines including the ongoing auditing of service bills (adjusters and attorneys), participated in pre-trial activities, trials and other
methods of alternate dispute resolution on litigated files. And any other service responsibilities that might have been required in the
normal course of business operations.
Accident Medical Claims Supervisor Responsibilities: Supervised Accident Medical Claims Examiners, developed Participant
Accident/Accident Medical Claims Manual, provided weekly reports, reviewed Insured loss histories for Marketing/Underwriting team
members, examined accident medical claims and determined coverage, established new claims, managed investigations, evaluated and
disposed of claims for specific accounts, evaluated procedure and ICD9 codes in relation to claim at hand, entered medical bills for
payments including any coordination of benefits, managed W9 requests from specific medical providers, processed incoming mail, data
entry, drafted and prepared correspondence, filed, answered all incoming phone calls and returned phone messages. |
K & K INSURANCE GROUP, INC. 1712 Magnavox Way, Fort Wayne, IN 46801.
Accident Medical Claims Examiner. September 1, 1989 to December 3, 1993.
Responsibilities: Examined accident medical claims and determined coverage, established new claims, managed investigations,
evaluated and disposed of claims for specific accounts, entered medical bills for payments including any coordination of benefits,
processed incoming mail, data entry, drafted and prepared correspondence, filed, answered all incoming phone calls and returned phone
messages.
EDUCATION/T.ICENSING
INSURANCE ADJUSTER'S LICENSE
INTERNATIONAL BUSINESS COLLEGE
3811 Old Illinois Road
Fort Wayne, IN 46804
Secretarial Program
Typing II-IV (60 wpm); Word Processing I and II;
Secretarial Accounting; Personal Development;
Speed building (70 wpm); Transcription I; Business
Communications.
BLUFFTON HIGH SCHOOL
428 South Oak Street
Bluffion, IN 46714
Typing I and II; Accounting; Consumer Math; OfiRce
Machines; Algebra; Biology; Economics; English(four
years).
MACHINES. SYSTEMS AND SOFTWARE USED

2. Outlook, Microsoft Office 2013, Windows 8, Imageright, WordPerfect System 5.0, PC Excel, Windows 95, Axiom, Avaya, Bill
Matrix, DPI(aka GUI, Voyager, CRM, Non CRM and Thin Client), DST Customer Portal, Dynamics(aka United Desktop), eCustomer
Care, Inet Portal, Macola, Qantel or RIMS. System, Prowrite System, Quarto System, Typewriter, Facsimile Machine(FAX), Copier
Machine, Ten-Key Calculator, Desk Top Calculator, Switchboard Telephone, Transcriber/Dictaphone, Adding Machine, Electronic
Cash Register.
REFERENCES AVAILABLE UPON REQUEST