1. 523 Bradburn Village Circle Antioch, TN 37013
(615) 926-3138 emailto:william.cleveland33@gmail.com
William E. Cleveland
Objective
History as an honest, hardworking and motivated self-starter who adapts easily and learns quickly. Experience in leadership combined with
e excellent verbal and written communication skills allowing for success in building professional customer relationships and service within a
face paced environment. Analytical and detail-oriented with a focus in quality, accountability within a sales environment.
Experience and Skills, Specialty Licenses
 Licensed for Insurance Property & Casualty
 Licensed Insurance Adjusters
 Microsoft Word, Excel, Office, Power Point, Outlook
 Multi-line Phone Operations
 Critical Thinking
 Analytical/ Investigative Skills
 Excellent communicator, including in person, via phone and groups
November 05- June 06 P J Travels Birmingham, AL
Assistant Manager / Customer Service
 Handling all office duties for P J Travels; including answering many travelinquiries and billing questions. Setting up
travelplans for clients and providing brochure information pertaining to the customer’s trip.
June 06-Sept 08 LG Electronics Huntsville, AL
Customer Service Representative/ Trainer
 Working for LGas a part salesrepresentative.I answer inbound calls to consumers and distributors selling parts for
appliances,cellphones,and other LGelectronics.I also provided some technicalassistance and processbilling
transactions.Asa trainerI assisted in the teaching of new employees on company practicesand procedurespertaining to
the job.
January 09-Present Asurion Nashville, TN

2. William E. Cleveland
During my time at Asurion I have held multiple positions and titles . My experience includes the following:
Asurion Technical Assistance Center (ATAC)
 Working for technical assistance center I completed troubleshooting for multiple manufactured cell phone devices.
I also completed insurance claims and took billing information to complete claim transactions.
Problem Resolution Center (PRC)
 Working for the PRC team I assisted in taking escalated calls to help the customer come to a resolution that would
deter further escalation.
Customer Satisfaction Team (CST) / Department Point ofContact (POC)/ Offline Team
 Working for this department I handled all escalated calls from all carries when the subscriber is seeking a
supervisor from a previous agent. These calls included a variety of different scenarios in which I would use multi-
tasking and de-escalation tactics to assist the customer in coming to a resolution. Serving as the Department Point
of Contact, I took a stronger role in handling escalations from agents within the CST team who needed a
supervisor or when the customer was escalating above them. I worked as part of the Offline Team in which we
completed work pertaining to the CST department such as releasing restrictions & holds from the accounts, call
backs to customers when needed, and other duties done sometimes after the queue closed. I’ve also written an
outline that is now being used as a Client Business training module for the Offline team for training purposes.
Office of the CEO / Fraud Prevention Team
 My time spent in this department I handled multiple office duties. Working as a representative for the CEO Steve
Ellis. I answered escalated calls when the customer made threats with legal intent or escalated above Asurion
supervisors. These calls included threats to contact the following: BBB, Lawyer,Lawsuit, Contacting Attorney
General, etc… These calls were needed to be handled with care and often I would need to explain the full Terms &
Conditions of the policy.
 My secondary role served as answering emails sent through the Asurion www.phoneclaim.com website from
disgruntled subscribers. I also assisted as working on the Asurion Fraud team in this department to help prevent
the spread of fraudulent claims and deter would be fraudsters. This included spreadsheet management to keep
track of open cases. As wellas restrict compromised credit cards and open up fraud investigations against Asurion
as well as customers who have been victimized.
Current Role: Asurion Adjuster
 Accurately respond to and process customer inquiries and requests into appropriate system or database while
following established policies and procedures and contractual obligations (e.g., calls and/or
correspondence related to insurance program enrollments, insurance policy coverage terms, warranty coverage
terms, claims, equipment fulfillment process,general questions or issues, denial letters, escalations, change orders,
adjudication of claims, etc.) Maintained accurate,proficient knowledge of products, policy terms and coverage’s,
program procedures, confidentiality related to customers, clients, and/or associates. Investigating information from
the customer and claim documents. Also reviewing claim affidavits documents to determine claim peril
information when needed.
Education

3. William E. Cleveland
Shades Valley High School Birmingham, AL / Diploma Received
Oakwood University Huntsville, AL
University of Phoenix
 References available upon request