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Skills

  • Root cause analysis
  • Conflict resolution
  • Team building
  • Adherence to industry regulations and standards
  • Customer relationship management (CRM) systems
  • Regulatory compliance
  • Team management
  • MS Office
  • Process equipment
  • Communications

Work Experiences

  • Conducted detailed investigations to gather supporting documentation for disputed claims, leading to the recovery of over $6 in 2021.
  • Reviewed original investigation reports and documents to address secondary concerns.
  • Identified insurance coverage limitations with a thorough examination of claims documentation and related records.
  • Kept up to date on product knowledge to meet customer needs and increase sales.
  • Achieved a 16% improvement in fraudulent activity detection.
  • Used cross-functional collaboration to process customer premium payments to simplify the customer payment process.
  • Achieved 45% better accuracy for future claim decisions.
  • Gathered and tracked evidence in support of legal processes.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Summaries

  • Accomplished in managing high-volume claims and utilizing data-driven tactics to achieve 25% better decision-making accuracy.
  • Dynamic Customer Service Adjuster with method insurance industry experience servicing policyholders and claimants.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved 28% reduction in fraudulent claims.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Achieved recognition in 2018.
  • Achieved 72% satisfaction rates.
  • Within Miscellaneous, senior Customer Service Adjuster and outstanding performer in quality assurance and stakeholder engagement.
  • To achieve framework, demonstrates in-depth knowledge of claims and appraisals, excellent communication skills, and excels in team environments.
  • Achieved 80% retention success.

Accomplishments

  • Trained new hires on claim adjustment processes and CRM tools, resulting in a 9-day reduction in onboarding time.
  • Successfully resolved complex insurance claims, saving the company $3 in potential losses over 2018.
  • Improved customer satisfaction scores by 5 points through the implementation of proactive client communication strategies.
  • Reviewed Asana claims, resulting in a 18% decrease in errors and faster resolution times.
  • Led continuous team training sessions on fraud detection, increasing identification rate by 41%.
  • Automated key claim processes using ServiceNow, cutting settlement processing time by 13 days.
  • Handled high-stress customer complaints with professionalism, reducing escalations to management by 50%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Prepared detailed reports on claim trends and potential risks, informing future company policy adjustments.
  • Utilized ServiceNow in CRM to track and manage customer interactions, achieving a 65% reduction in overdue cases.

Affiliations

  • Institute of Customer Service
  • Society of Women Engineers
  • Association for Talent Development (ATD)
  • Companies Commission of process Professional Affiliates
  • Rotary International
  • National Association of Professional Insurance Agents (PIA)
  • International Association of Administrative Professionals
  • Certified Insurance Counselor (CIC)
  • Association for Supply Chain Management (APICS)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Lean Six Sigma Green Belt - program - 2016
  • Certified Financial Planner (CFP) - initiative
  • CompTIA Network+
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Insurance Adjuster License – Georgia Department of Insurance
  • Certified Fraud Examiner (CFE) – Association of Certified Fraud Examiners (ACFE)
  • Apple Certified Associate (ACA)
  • Certified Information Privacy Professional (CIPP) - initiative
  • Cisco Certified Network Associate (CCNA)
  • Certified Customer Service Professional (CCSP) – framework

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