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Skills

  • Process improvement
  • Budgets
  • Problem resolution
  • Time management skills
  • Multi-Task Management
  • CRM Systems
  • Contract negotiation/review/drafting
  • Weekly Payroll
  • Proficient in Adobe Creative Suite
  • Pet charting information

Work Experiences

  • Was in charge of posting payments to accounts and keeping track of records.
  • Achieved a 18% increase in cross-sold products.
  • Achieved resolution within one year.
  • Had an excellent attendance record and was always on time for work.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Assisted various business groups with document organization and dissemination during acquisitions.
  • Achieved 30% increase in revenue.
  • Achieved President's Club for client satisfaction.
  • Assisted in the successful resolution of 7 complex client issues within 18 months, increasing client retention by 79%.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to procedure regulations and metric department guidelines.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Proficient at listening to customers, meeting productivity goals, and staying current on company offerings.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Demonstrate knowledge of insurance products, services, and customer interactions.
  • Accomplished in fostering strong client relationships that have driven a 55% revenue growth through targeted cross-selling and customer engagement strategies.
  • Insurance Verification Specialist with 11 years of experience explaining benefits and tracking coverage.
  • Professional with 5 years of progressive experience in the field who is highly organized and detail-oriented.
  • Knowledgable in a variety of design and testing methodologies.

Accomplishments

  • Processed 12 insurance claims daily, reducing errors by 23% through redesigned workflows targeting accuracy.
  • Enhanced compliance documentation procedures, which improved audit performance and led to a 15% reduction in penalties.
  • Contributed to the reduction of customer complaints by 80% after leading a comprehensive customer care initiative.
  • Resolved product issue through consumer testing.
  • Increased customer engagement across digital channels by 64% by leveraging targeted client communication strategies.
  • Worked closely with underwriters and actuaries to ensure compliance with current regulations, mitigating risk by 38% for clients.
  • Reduced claims processing time by 34% by identifying operational inefficiencies and implementing workflow adjustments.
  • Provided valuable insights that helped to enhance the provider relationship management process, cutting customer complaints by 61%.
  • Led the implementation of a CRM migration, improving lead conversion rates by 62% over a the past year.
  • Documented and resolved framework which led to process.

Affiliations

  • National Alliance for Insurance Education and Research
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • ICRM (Institute of Certified Risk Managers)
  • National Association of Insurance and Financial Advisors (NAIFA)
  • Property & Casualty Insurance License Holder in Washington
  • Risk and Insurance Management Society, Inc. (RIMS)
  • Professional Insurance Agents Association (PIA)
  • Life Underwriting Training Council Fellow (LUTCF)
  • National Flood Association (NFA) Membership

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • Licensed Health Insurance Agent – North Carolina Licensing Body
  • Certified Public Accountant
  • Certified Customer Service Representative (CCSR) – 2019
  • Health Insurance Portability and Accountability Act (HIPAA) Training – 2015
  • Associate in General Insurance (AINS)
  • Property and Casualty Insurance License – North Carolina Licensing Body
  • Project Management Professional (PMP)
  • Chartered Property Casualty Underwriter (CPCU)
  • Apple Certified Associate (ACA)

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