Rachel Knowlton is seeking a position that utilizes her over 15 years of customer service experience. She has a high school diploma and certifications in Microsoft Office and insurance licensing. Her resume details employment history at Citizens Property Insurance, Spherion Employment Services, and ACS/State of Florida Disbursement Unit in roles involving customer support, auditing, and claims processing. Knowlton's experience includes excelling in quality and accuracy metrics, quickly solving agent issues, and tracking and distributing insurance and child support payments. She provides professional references from her current employer Citizens Property Insurance and personal references.

1. RACHEL E. KNOWLTON
5604 Westview Lane ● Tallahassee, Florida 32310 ● Telephone: (850) 567-2600
Email: Rachel32327@gmail.com
Linked In: www.linkedin.com/in/rachelknowlton
PROFESSIONAL HIGHLIGHTS
 Over 15 years of Customer Service Experience
 95% or Higher Quality and Accuracy Scores in Production and Tasks
 95% or Higher Quality and Accuracy Scores in Phone Observation and Recording
EDUCATION
GENERAL EDUCATION DIPLOMA
PROFESSIONAL CERTIFICATIONS
 Microsoft Office Suite – Advanced
Proficient skills
 4-40 License – State of Florida
 02-15 License- (currently enrolled)
EMPLOYMENT HISTORY
CITIZENS PROPERTY INSURANCE 02/2008 TO PRESENT
– AGENT ADMINISTRATION SPECIALIST
 Top Performer in processing Personal Lines Agent of Record forms for 2014.
 Provide support and troubleshooting for agents throughout the State of Florida regarding
their Citizens insurance book of business.
 Quickly and effectively solve Agent/Agency related calls with 30 second response time.
 Maintain and processing Agent and Agency files, logs, production and policy management.
 Daily use of Openscape, ImageRight, and Cognos operating systems.
 Experience in using the Florida Market Assistance Plan, assisting agents and customers on
incoming calls for applications and website troubleshooting.
SPHERION EMPLOYMENT SERVICES 8/2007 TO 2/2008
– FMAP CALL CENTER REPRESENTATIVE/ HOMESTEAD AUDIT SPECIALIST
 Completed Audit of Agencies’ Book of Business for compliance with Homestead Audit
forms.
 Tracked Homestead Audit forms from Audits conducted on multiple Excel spreadsheets.
 Process outgoing and incoming Audit results via email through Outlook emails and mail
merge.
 Call Center Representative for the Florida Market Assistance Plan, assisting agents and
customers on incoming calls for applications and website troubleshooting.
ACS/STATE OF FLORIDA DISBURSEMENT UNIT 02/2001 TO 2/2008

2. – PROGRAM COMPLIANCE ASSISTANT/CLIENT SUPPORT OFFICER
 Completed daily processing of electronic funds transfer file (EFT) for Child Support
Enforcement.
 Created Access Tracking Database to track reoccurring EFT errors.
 Research and distribute payments from the EFT suspense account, handling amounts
exceeding $1000.
 Created and designed ongoing marketing materials for distribution to employers for the
MyFloridaCounty.com payment website.
PROFESSIONAL BACKGROUND
Customer Service Management and Accountability:
Customer support and service operations in a call center area, customer data collection,
analysis and reporting on requirements and services; development of performance metrics
and plans in accordance with leadership needs; customer support and service management
in accordance with applicable policies, procedures and standards; and trouble shooting,
account maintenance, and investigation of customer complaints.
Business Administration:
Strategic planning for annual corporate compliance with mission and goals; status reporting
of business requirements, and customer satisfaction; coordination of business roles,
responsibilities and requirements to ensure business goals are met; essential and effective
organizational and leadership skills, able to meet deadlines and prioritize work duties within
given time management requirements.
Research and Development:
Coordination and research of required or applicable laws, rules, statutes or other
programmatic obligations in accordance with business needs; research and review of policy
and procedures within a department or unit; research changes in customer support criteria
and needs according to Corporate policy; Prepare reports or spreadsheets of accomplished
work, cost savings, requirements and needs; research minimum business expectations,
potential requirements, and outline needs for services and develop summaries outlining the
findings and recommendations.
Internal and External Relationship Administration:
Coordination of communications between customer and internal business partners;
accurately and efficiently meet company guidelines, accurate communication skills, ability to
handle multiple tasks, work independently, and respond to high volume customer needs
while staying engaged, focused and efficient.
PROFESSIONAL AND PERSONAL REFERENCES
PROFESSIONAL REFERENCES
KIM THOMAS-BERNARD, CITIZENS PROPERTY INSURANCE, (904) 200-0377
IRENE HOFFMAN, CITIZENS PROPERTY INSURANCE, (850) 513-3856
PERSONAL REFERENCES
ELIZABETH WILKES, FRIEND, (850) 408-4768
KATHRYN WHARTON, FRIEND, (850) 893-2864