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Skills

  • Project management abilities
  • Cross-functional team collaboration
  • Continuous process improvement
  • Call center experience
  • Technologically savvy
  • Data-driven decision making
  • Customer relations
  • Senior leadership support
  • Transportation solution development
  • Employee coaching

Work Experiences

  • Customers were contacted about service upgrades, new initiative services, and account changes.
  • Looked at customer account information to figure out what was wrong and how to fix it.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Increased retail sales by 3% and increased customer traffic by 7%.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Was in charge of processing customer account changes.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Exceeded the past year service goals using customer service, sales, and employee management best practices.
  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.

Summaries

  • Excel in Tableau offerings, Microsoft Excel use, and project management.
  • Customer service professional who is used to working in a fast-paced initiative call center environment.
  • Effective Claims Customer Care Representative with 8 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Customer satisfaction has been proven to rise in the past.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Capable of recognizing and resolving issues while promoting new products and meeting sales targets.
  • Well-versed in Microsoft Excel solutions and a strong communicator.
  • In a frantic call center environment, well-trained and composed.
  • Claims Customer Care Representative with 3 years of experience resolving customer complaints and inquiries.
  • Accurately documents call details, prepares reports, and schedules service.

Accomplishments

  • Took ownership of complex claim records, consistently applying policy knowledge to recover a total of $11 in misprocessed claims.
  • Achieved monthly productivity targets by processing 9 claims per week, while maintaining an accuracy rate exceeding 77%.
  • Collaborated on a cross-functional team to implement a new claims management system, reducing processing times by one year.
  • Assisted in the compliance audit, ensuring claims met all state and federal regulatory policies, resulting in zero compliance issues in 2021.
  • Resolved 71% of claims during the first point of contact, reducing the necessity for secondary claim filings.
  • Assisted in the development of online claim tracking, reducing inbound customer calls by 85% for claim updates.
  • Enhanced customer communications during high-stress claims processes, driving down churn rate by 51%.
  • Improved communication between departments and third parties, enhancing claims verification and reducing average turnaround time by three years.
  • Streamlined the entire appeals process, resulting in a 38% improvement in resolution time for denied claims.
  • Proactively notified clients of status changes to claims, leading to improved customer trust and a 22% adherence to communication KPIs.

Affiliations

  • Affiliated with the Customer Contact Association (CCA) for learning new enhanced call triage and escalation resolution techniques.
  • Member of the International Claims Association (ICA) to stay ahead of industry standards in claims processing training and team management techniques.
  • Joined the International Customer Management Institute (ICMI) for advancing skills in call center management and support strategies.
  • Member of the Customer Engagement Association, engaged in shared initiatives for improving end-to-end claim process strategies.
  • Connected with the National Association of Subrogation Professionals (NASP) to enhance the breadth of knowledge on subrogation claims handling.
  • Contributing member to the Claims and Litigation Management Alliance (CLM) for research and innovations on dispute resolutions.
  • Completed Lean in Insurance Claims Processing from the Institutes Risk & Insurance Knowledge Group
  • Participant in the Insurance Customer Care Excellence Forum, leveraging monthly educational sessions for client retention techniques.
  • Active participant in the Council of Insurance Agents & Brokers (CIAB), improving industry knowledge related to claims.
  • Completed Lean in Post-Call Analytics from the Customer Experience Professionals Association (CXPA) in 2024

Certifications

  • Health & Life Insurance License Ohio
  • Certified Customer Service Professional (CCSP)
  • Apple Certified Associate (ACA)
  • Professional Claims Examiner Certification (PCE)
  • Customer Communication Tactics Training
  • SAP Certified Application Associate
  • Microsoft Office Specialist (MOS)
  • CompTIA Security+
  • Certified Risk Management Consultant (CRMC)
  • Certified Trainer Certification for Conflict De-escalation Techniques Ironclad Systems

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