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Skills

  • Supervision
  • Team management
  • Legal and regulatory adherence
  • Call center software proficiency
  • First Aid/CPR
  • Business operations
  • Claims processing expertise
  • Multitasking in high-volume environments
  • Empathetic customer service
  • Customer satisfaction improvement

Work Experiences

  • Achieved a 37% renewal rate.
  • Provided primary customer support to internal and external customers in a fast-paced environment.
  • Was able to effectively communicate with members of the operations, finance, and clinical departments.
  • Shared my knowledge and expertise with coworkers in order to raise employee awareness and productivity.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Collaborated with product teams.
  • Entered customer contact information into SAP to keep track of customer interactions and improve service quality.
  • Addressed claims processes inquiries.
  • Conducted diligent follow-ups with policyholders.
  • Avoided misunderstandings.

Summaries

  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • An asset to any team.
  • Hardworking Claims Customer Service Associate with 11 years of telecommuting experience meeting customer needs.
  • Achieved a 17% customer satisfaction rating.
  • Boosted policyholder satisfaction by 61%.
  • Achieved a 53% customer satisfaction increase.
  • Claims expert with deep knowledge in policyholder communication and claims investigation, resolving complex issues quickly and exceeding performance benchmarks by 45%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Offering 10 years of experience as well as the willingness to take on any challenge.

Accomplishments

  • Collaborated cross-departmentally with underwriting, legal, and fraud teams to improve case closure efficiency by 37%.
  • Handled a monthly average of 9 customer inquiries, improving claim processing times by 41%.
  • Developed educational materials, including video tutorials and e-learning modules, to improve compliance and decrease training time for new hires by 73%.
  • Analyzed customer service feedback data from over 16 claims, spearheading improvement initiatives that boosted customer satisfaction ratings by 54%.
  • Resolved high-complexity claims discrepancies through comprehensive case analysis, reducing incorrect payouts and minimizing rework by 26%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Prepared weekly claims reports for upper management, offering insights that facilitated a 50% increase in operational efficiency.
  • Streamlined workflows by leveraging Workday, resulting in an average claim processing speed improvement of 8 days.
  • Improved first-call resolution rates by 36% through process optimization and training enhancement initiatives.
  • Utilized data analysis to transform complex claims dispute patterns into actionable insights, leading to 18% fewer escalations.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • National Institute of Adjusting Professionals (NIAP)
  • National Association of Social Workers
  • Compliance and Ethics Professionals Association (SCCE)
  • Insurance Council of Chicago
  • National Association of Insurance Commissioners (NAIC)
  • Ohio Association of Claims Professionals
  • Association for Supply Chain Management (APICS)
  • Rotary International
  • National Association of Independent Insurance Adjusters

Certifications

  • Associate in General Insurance (AINS) - Brightline
  • Certified Claims Professional (CCP) - Beacon Labs
  • Cisco Certified Network Associate (CCNA)
  • Property & Casualty Insurance License (Washington, 2021)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Associate in Claims (AIC) Certification – Northwind
  • Fraud Investigation Specialist Training Meridian
  • Employment Practices Liability Insurance (EPLI) Specialist Certificate Meridian
  • Policy and Coverage Interpretation Masterclass Certificate Northwind

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