Download PDF

Work History

Jun 2014Jan 2015

Claims Service Representative

Geico - 300 Crosspoint Parkway Getzville, NY 14068          
  • Answered telephone calls and responded inquiries.
  • Answered customer questions regarding deductibles.
  • Investigated claims involving potential and suspected fraudulent activities.
  • Substantiated legitimate claims and denied unjustified claims.
  • Tracked the progress of all outstanding insurance claims.
  • Reported policy changes and company conditions affecting customer satisfaction.
  • Followed up with customers on unresolved issues.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques.
  • Calculated premiums and established payment methods for sales.
  • Composed and drafted all outgoing correspondence and reports for managers.
  • Verified and created claim numbers numbers by communicating with various insurance companies.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Answered a constant flow of customer calls.
  • Addressed a constant flow of customer calls.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Acted professionally and patiently when addressing negative customer feedback.
Mar 2009Jun 2014

Restaurant Manager & Server

Ruby Tuesday  - 1669 Walden Avenue Cheektowaga, NY 14225
  • Carefully interviewed, selected, trained and supervised staff.
  • Clearly and promptly communicated pertinent information to staff, such as large reservations or last minute menu changes.
  • Interacted positively with customers while promoting restaurant facilities and services.
  • Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Recognized and formally acknowledged outstanding staff performance to boost company morale and productivity.
  • Led and directed team members on effective methods, operations and procedures.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Maintained a safe working and guest environment to reduce risk of injury and accidents.
  • Developed, implemented and managed business plans to promote profitable food and beverage sales.
  • Effectively managed payroll and timekeeping, including completion of the proper paperwork for new hires and terminations. 
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
  • Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
  • Answered telephone calls and responded to inquiries.
  • Assisted in maintaining preparation and service areas in a sanitary condition.
  • Trained new employees.


Sep 2005Jun 2009

Regents Diploma

Lackawanna High School 550 Martin Road, Lackawanna NY 14218


Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Motivated customer service specialist with experience in a fast-paced, team-based environment. Excellent communicator as a Customer Service Representative. Dedicated, hardworking, and professional with extensive daily planning and operations experience. Skilled in staff training and development.


Quick learner
Creative problem solver
Strong client relations
MS Windows Proficient
Exceptional communication skills


Joseph Ferrelli/Assistant Manager


Stefanie Kohlhagen/Assistant Manager(Ruby Tuesday)


Mark Bigos/General Manager(Ruby Tuesday)