DeAnn Munoz

Experience

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  AON Innovative Services

  Jan 1996 - Jan 2001

  Call Center Supervisor

  Supervisor of multi-line teams of up to 18 CSR's taking calls for Sears National Customer Relations, specializing in their auto line as well as Risk Management and Special Investigations.Conducted side by side call evaluations, monthly performance reviews and participated in hiring and onboarding of new employees.

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  Safeco Insurance

  Jan 2002 - Jan 2004

  Claims Customer Service Representative

  As a Claims Customer Service Representative my primary job duty was to obtain specific and necessary information from a large number of customers in a timed environment. In addition to capturing new claims I serviced existing claims which required setting vehicle inspections, providing rental services, as well as problem solving with a large number of callers in order to best meet their needs. While working with our customers it was necessary to navigate through various computer programs seamlessly during the course of all calls. While in this role it was imperative to maintain a calm and friendly tone throughout various types of difficult calls as I was oftentimes the first person in the company to speak with the customer. Show less

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  Liberty Mutual Insurance

  Jan 2004 - Jan 2016

  On a consistent basis I manage the day to day performance of up to seventeen Claims Customer Service Representatives. My responsibilities include but are not limited to; managing employee development, feedback, application of workflow changes, conducting performance reviews and call evaluations, and meeting organizational objectives. In addition, I work with the Claims Contact Center Operations Manager and Assistant Manager on various projects as assigned. I am trained and skilled in supervisor/claims systems such as IEX Totalview, Avaya/CMS, Merced/Insight, CVO, Passport, RCS, OCAS, Guidewire, Navigator, DMS and LNW systems. Show less As an Express Claims Examiner I managed a desk of 20-30 liability, non-injury auto claims in addition to handling new claims on a consistent basis. Conducted liability investigations which included interviewing witnesses, claimants, insureds, and other involved parties. Specialized in reconstructing accidents so that a fair liability determination could be made. In addition to determining liability I conducted thorough coverage investigations which included reading and understanding all parts of a personal auto policy, as well as verifying that duties were met and exclusions were addressed. Additional tasks included reviewing file reviews and emails, making outbound calls as needed, issuing payments, and working with field examiners, body shops, rental companies, and other carriers on a daily basis. Show less

  • Claims Support Supervisor

    Jan 2002 - Jan 2016

  • Express Claims Examiner

    Jan 2004 - Jan 2005
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  Alliance Data

  Oct 2017 - Mar 2022

  • Business Support Supervisor

    Apr 2018 - Mar 2022

  • Customer Care Supervisor

    Oct 2017 - Apr 2018
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  Bread

  Mar 2022 - now

  Business Support Supervisor

  Alliance Data Services rebranded in March 2022 to become Bread Financial Support Customer Care coaching supervisors by completing admin duties such as writing corrective action plans, termination documents, updating attendance cards, reaching out to LOA department as needed, sending reports as needed to support the business overall>