PHILLIP WONG

Irvine * CA 92618 * Telephone 949.533.8225 * pw558e64@westpost.net

PROFILE
* Hands-on, proactive and efficient.
* Detailed, motivated, accountable and flexible in a dynamic organization.
* Resourceful and adaptable in challenging environments while maintaining a posi
tive and confident attitude.
* Strong computer knowledge of MS Office applications, including MS Word, MS Exc
el, and MS PowerPoint, Imaging, CCC, and People Soft. Keyboarding speed 70 wpm;
10-key.
EXPERIENCE
Claim Representative Sr., Farmers Insurance Group - Brea, CA
9/2006 - 1/10
* Managed and resolved 100+ claims from initial contact to final settlement on a
monthly basis ensuring branch and division goals were met.
* Completed regular claims handling training and webinars dealing with current s
ettlement strategies.
* Carried out project management duties involving a high volume of escalated cla
im assignments, calls and extensive documentation through multiple reporting app
lications.
* Identified appropriate coding of excess exposures and risk while preparing fil
es for management submission.
* Liaison between claimants, attorneys, vendors and management facilitating effi
cient claims handling.
* Settled more than 5k claims using tact, persuasion, negotiation and profession
alism.
Claim Representative, 21st Century Insurance/Farmers Insurance Group - Brea, CA
9/2003 - 9/2006
* Managed and resolved 70+ claims from initial contact to final settlement on a
monthly basis ensuring branch and division goals were met.
* Prepared and authorized claimant settlement payment. Handled all invoicing and
billing for assigned claims.
* Consistently providing the highest level of customer service while making soun
d business decisions within defined procedures and protocol leading to appropria
te action and resolution.
Loss Prevention Agent, Nordstrom - San Diego, CA
7/1999 - 5/2003
* Authored department standard operating procedures.
* Carried out initiatives to pinpoint and eliminate potential areas of loss.
* Educated and trained employees relating to personal safety and risk management
.
* Collaborated with management to identify daily department goals which supporte
d production of overall store.
* Worked regularly with management to create incentive strategies leading to pos
itive recognition for achieving department and store goals.
* Maintained the operation of surveillance cameras, management of security files
, resolution of customer complaints and inquiries, assisted with internal and ex
ternal arrests, daily auditing of registers, transaction receipts and securing d
eposits.
* Assisted and worked with Customer Service, Human Resources and regularly assis
ted Operations to help provide the highest level of customer service to both cus
tomers and employees.
EDUCATION
B.A. Degree School of Communication - San Diego State University, CA
6/2003
* Core Program: Persuasive Argumentation; Integrated Marketing Communication; Or
ganizational Communication; Principals of Media Management; Intercultural Commun
ication
Mortgage Banking Education
* Completed and passed Pre-licensing Education and Test Requirement under the Fe
deral S.A.F.E Act for Mortgage Banking including complete knowledge of the FCRA,
FACTA, RESPA, ECOA, TILA and GLB Acts