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Skills

  • Employee relations
  • Documentation abilities
  • Operational improvement
  • Call center transactions
  • MS Office
  • Cash flow management
  • Consistently meets sales goals
  • Standard coordination
  • Planning and Organization
  • Cross-functional collaboration

Work Experiences

  • Used my time wisely, folding clothes and cleaning out fitting rooms when I wasn't serving customers.
  • In the top 15% of employees for successful coordinated.
  • Answered product questions using up-to-date sales and store promotions information.
  • Suggested alternatives when a product was out of stock.
  • Presented customers with insurance options in order to close new policy sales.
  • Provided claim teams with procedural and informational guidance to help them complete operations correctly and efficiently.
  • Trained 8 new salespeople each quarter.
  • Completed all point-of-sale opening and closing procedures, as well as counting the cash register contents.
  • Averaged 10 new customers per month, generating 7% of the team's revenue using the standard approach.
  • Was thorough and professional in my responses to all customer inquiries.

Summaries

  • Very knowledgeable about QuickBooks, as well as procedure competitors and offerings.
  • Metric claims, customer service, and mediation expert.
  • Customer Service Representative with experience working in a variety of initiative and customer service environments.
  • Fluent in Spanish. Personable and professional communicator.
  • Claim Team Manager proactive with experience in providing support and resolving customer complaints.
  • Offering a track record of motivating employees and facilitating productivity.
  • Capable of detecting and resolving issues, promoting new products, and exceeding sales targets.
  • Bringing program insurance expertise and 13 years of industry experience.
  • Claim Team Manager is a multi-talented Claim Team Manager who is consistently rewarded for planning and operational improvements.
  • Offering 7 years of customer service experience as well as outstanding leadership abilities.

Accomplishments

  • Achieved status as one of 11 top sales performers in the region comprised of 3 stores.
  • Devised a claims escalation framework that reduced resolution times by 64% for sensitive, high-profile cases.
  • Optimized resource allocation within the claims department, delivering a 48% improvement in capacity planning and reduction in overtime costs.
  • Authored comprehensive policy guidelines on strategic claims management, leading to $8 in cost savings over several months.
  • Drove claim resolution times down by 16% by automating repetitive tasks and reducing manual interventions.
  • Reduced external vendor costs by $6 through renegotiated contracts, improving overall claims processing cost efficiency.
  • Partnered with vendors to enhance the claims verification process, reducing fraudulent claims by 84% and saving the company $6 annually.
  • Led the research and integration of a third-party claims analytics platform, reducing errors by 22% and improving reporting accuracy.
  • Conducted claims process training for junior staff, resulting in a 81% improvement in accuracy and a $13 reduction in processing time.
  • Conflict Resolution: Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.

Affiliations

  • National Underwriter Company - Training Membership
  • National Association of Social Workers
  • National Conference of Insurance Guaranty Funds (NCIGF)
  • International Risk Management Institute (IRMI) Membership
  • Project Management Institute
  • International Council of Nurses
  • International Association of Administrative Professionals
  • American Association of Managing General Agents (AAMGA)
  • International Federation of Adjusting Organizations (IFAO)
  • Association for Computing Machinery

Certifications

  • Management Liability Insurance Specialist (MLIS) - method
  • Certificate in Insurance Risk and Operation Management (CIROM) - system
  • Certified Public Accountant
  • Microsoft Certified Application Specialist (MCAS)
  • Accredited Claims Adjuster (ACA) - category
  • CompTIA Security+
  • Certified Litigation Management Professional (CLMP) - procedure
  • ServSafe
  • Professional in Insurance Regulation (PIR) - process
  • Certified Business Analysis Professional (CBAP)

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