DONNA A. SETRIN 14737 Heronglen Drive Lithia, Florida 33547 Cell Phone 813-385-6091 ds12b68b8@westpost.

net SUMMARY Inbound and outbound call center experience. Highly motivated individual with strong people skills. Strong verbal and written communication skills. MS Office Application knowledge. Strong knowledge of confidentiality requirements. Strong Management Skills. Extensive Customer Service background. Extensive knowledge of Property and Casualty insurance. Property Damage, No-Fault and Property Loss claims analysis. Accounts Receivable. Collections. WORK HISTORY 12/2010 - 02/2011 - Chambers Medical Group, Brandon, Fl Accounts receivable and Attorney Collections Specialist, processed payments rece ived from Insurance Companies, Attorneys and customers. Contacted Attorneys to follow up on case status to recover Accounts Receivable monies. 9/2009 - 12/10 - GC Services - Exclusive Client Verizon Credit Verification S pecialist, Lakeland, FL Inbound outbound call center environment, exclusive client, Verizon, dedicated t o providing Credit Verification of prospective new customers. Speak with prospec tive residential, corporate customers as well as Verizon Sales Representatives. Conduct credit verification examinations utilizing Equifax, Transunion and Expe rion products. Request and evaluate proof of identity to rule out potentially fr audulent new orders for service. Request payment for final bills prior to provi sioning new service. Identify and escalate potential fraud new service orders. 11/06 - 05/07 - Allstate - Customer Service Rep, Riverview, FL Serviced existing multi line personal line accounts. Solved problems of limited and complex scope. Underwrite and bind personal lines auto, home, condo, flood. Various tasks included policy reviews, billing reviews and changes and assiste d Sr. Sales Rep to obtain other lines of accounts. Strived to provide superior customer service. Conducted in person prospecting for new business. 02/05 - 10/06, Liberty Mutual Insurance Company, Sarasota, F Serviced existing multi line personal line accounts. Solve problems of limited and of complex scope. Underwrite and bind personal lines auto, home, condo, Pers onal Catastrophe Liability, FEMA Flood and Citizen Wind only policies. Various tasks include policy reviews, billing reviews, changes and assisted the Sales Fo rce to obtain other lines of accounts. Strive to provide the highest quality cu stomer service, focusing on retention and growth. 10/03 - 02/05 Media Tech Aide - Bevis Elementary School, Lithia, FL Responsibilities include inventory control, troubleshooting computer and media p roblems, book circulation, and supervised copy team. Produced various reports fo r teachers and administrators as requested. I assisted the Media Specialist te aching classes on research and how to properly utilize various Microsoft Applica tions. I was the point person for computer and technical equipment maintenance repair requests. Created Computer backup system, Duties also included typing, f iling, organizing information, overseeing the copy room, using Work, Excel and Publisher as well as working with students, teachers and parent volunteers. 10/00 - 06/01 Claims Specialist III, Liberty Mutual Insurance Company, Somers et, NJ Completed physical damage case load audits to determine file closing or provide direction for further case handling by the Claims Representative. Provided resu

lts directly to the Claims Manager. 04/97 - 04/98 Senior Field Representative, Liberty Mutual Insurance Company, Som erset, NJ Conducted recorded interviews, onsite investigations, surveillance and canvassin g of witnesses. Assisted team with court monitoring as needed. Worked directly with legal counsel in preparation for trial, obtaining critical evidence as nee ded. Investigated coverage issues and submitted recommendations to management f or settlement or denial. 01/94 - 04/97 Claims Team Manager, Liberty Mutual Insurance Company, Somerset, N J Directly managed the Property Damage and No-Fault teams. Ensured compliance of c ompany and state mandated guidelines. Fair Claims Practices Act, compliance, NJ Unsatisfied Claims and Judgment Fund (UCJF) compliance and Arbitration were mon itored and addressed as needed. Investigated and resolved NJ State Department of Insurance Complaints and Home Office Executive Complaints. Ensured timely inve stigation and admission of Arbitration as needed. Monitored monthly statistics t o ensure compliance with overall goals of the office and the region. Monitored a nd addressed employee development through individual and team training to ensure accuracy of claims handling. Addressed individual job performance through job action protocol. 04/92 - 01/94 Senior Case Manager, Liberty Mutual Insurance Company, Somerset, N J Personal and Commercial BI - Litigation. Investigated, settled, denied and/or mo nitored cases through trial to ensure fair and equitable settlements as warrante d. Maintained a good rapport with defense counsel. 08-89 - 04/92 CR Supervisor PD, NF and Property Loss, Liberty Mutual Insurance C ompany, Roseland, NJ and Red Bank, NJ Direct management of the PD, NF and Property Loss units. Monitored all phases o f investigation, including onsite property loss inspections. Monitored complian ce of company and state guidelines including submission of Arbitration contentio ns and NF suits. Analyzed monthly statistics addressing individual and team per formance issues. 10/86 - 08/89, Claims Representative/Sr. Claims Representative, Adjuster, Liber ty Mutual Insurance Company, Tinton Falls, NJ Investigated, settled and/or denied 1st & 3rd party property damage & bodily inj ury claims, personal and commercial markets. 11/84 - 10/86 Administrative Services, Liberty Mutual Insurance Company, Tinton Falls, NJ Completed various administrative duties including transcription of claims docume ntation, receptionist, and cashiering, as well as direct support of Business Sal es, Personal Sales and Claims Department. EDUCATION Brookdale Community College, Lincroft, NJ 1982 - 1984 Monmouth College, Long Branch, NJ 1984 - 1986 DeVry University, courses completed towards a degree in Business Administration with concentration in finance. 2007 - 2008 Completed several seminars offered by Liberty Mutual Insurance Company relating to coverage, case evaluation, management and HR. Completed outside vendor seminars relating to insurance products, management an d HR concerns. LICENSES Life & Variable Annuity, Legal Expense, Customer Service Representative 440. References available upon request.