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Skills

  • Operational efficiency improvement
  • Problem resolution
  • Data Analytics for Case Trends
  • Negotiation & Settlement Skills
  • Case Tracking Systems (e.g., Tableau)
  • Business operations
  • Legal Compliance system
  • Operational improvement
  • Client satisfaction management
  • High-volume caseload management

Work Experiences

  • Conducted detailed risk assessments on high-value cases.
  • Collaborated with legal advisors.
  • Achieved a 47% reduction in processing time.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Award achieved in 2020.
  • Adopted company-wide.
  • Addressed client concerns promptly.
  • Achieved 41% satisfaction rate.
  • Advised management on potential exposures.
  • Collaborated with internal departments to expedite claims processing, reducing turnaround time by 10 days.

Summaries

  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Award-winning Case Handler.
  • Case Handler with a successful track record of improving case resolution accuracy by 31% through detailed analysis of complex documentation and effective case management strategies.
  • Adhered to compliance protocols.
  • Experienced system Insurance Specialist with a track record of managing large caseloads in high-pressure situations.
  • Accomplished Case Handler with proven experience in managing settlements and pre-litigation negotiations, reducing litigation costs by $17.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Achieved a 95% case resolution rate.
  • Case Handler with a solid background in audit preparation.
  • Boosted team performance by 43%.

Accomplishments

  • Utilized Project Management Tool (Power BI) to track and resolve cases in real-time, decreasing client churn by 45%.
  • Led performance reviews across case-closure metrics, refining processes and achieving a 38% reduction in unresolved cases.
  • Earned recognition for managing emergency cases, resolving 10 urgent cases within three years, improving team crisis response.
  • Resolved product issue through consumer testing.
  • Obtained ITIL to enhance proficiency in case management, resulting in a 69% quality improvement of case handling.
  • Achieved an average of 47% on-time case resolutions by implementing an advanced prioritization matrix for workload management.
  • Received a departmental commendation for resolving complex, multi-layered cases with a 51% success rate.
  • Enhanced client satisfaction by reducing case query response time by 24% through active listening and empathy.
  • Reduced case closure times by 49% by implementing a streamlined triage procedure, leading to improved team performance.
  • Used data analytics to track case trends, identifying root causes and reducing repetitive case incidents by 74%.

Affiliations

  • Federation of Defense & Corporate Counsel (FDCC)
  • Association of Certified Fraud Examiners (ACFE)
  • International Association of Administrative Professionals
  • American Health Information Management Association (AHIMA)
  • Society of Human Resource Management
  • Health Care Compliance Association (HCCA)
  • Membership in Local Arizona Bar Association
  • International Claims Association (ICA)
  • Association of Professional Responsibility Lawyers (APRL)
  • American Society of Workers' Comp Professionals

Certifications

  • Certified Professional in Risk Management (CPRM) – Vantage
  • Cisco Certified Internetwork Expert (CCIE)
  • GDPR Practitioner Certification - process
  • SHRM Certified Professional (SHRM-CP)
  • ServSafe
  • Accredited Case Manager (ACM) - American Case Management Association (ACMA)
  • Certified Professional in Online Case Management (CPOCM) - Harbor & Co.
  • Legal Project Management Certificate – Brightline
  • Mediation Skills Training Certification - initiative
  • Certified Professional in Healthcare Quality (CPHQ) - National Association for Healthcare Quality (NAHQ)

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