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Skills

  • Payment delinquency recovery
  • Database management
  • Collaborative relationships
  • Misrepresentation prevention
  • Document accuracy and verification
  • Customer service
  • Team management
  • Error rate reduction
  • Prior authorization processing
  • New hire onboarding and training

Work Experiences

  • Assisted underwriters in evaluating policyholder claims, resulting in timely resolutions for more than 9 cases monthly.
  • Was in charge of posting payments to accounts and keeping track of records.
  • Assisted in training 16 new hires on company software and procedural guidelines, leading to a 77% improvement in team efficiency.
  • Co-developed a branch-wide initiative.
  • Collaborated with standard customers to determine their needs and deliver procedure service.
  • Collaboratively developed standardized templates for common customer requests, reducing handling time by 54%.
  • Solved initiative issues, improved operations, and provided excellent customer service.
  • Collected missing documentation.
  • Transported Power BI to several months customer locations.
  • Applied learnings to optimize policy delivery.

Summaries

  • Achieved a total recovery of $7 in unpaid premiums.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and program department guidelines.
  • Achieved a total recovery of $12 in unpaid premiums through diligent monitoring of premium payments and rigorous follow-ups on delinquent accounts.
  • Achieved a 43% policy renewal rate.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Accelerated document processing timelines by 8 days.
  • Achieved a 52% increase in team efficiency.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate program systems is one of my specialties.
  • Empathy, dependability, and enthusiasm for customer satisfaction.
  • Personal Lines Processor with 8 years of successful project management and performance reporting experience.

Accomplishments

  • Partnered with underwriting to develop fraud detection mechanisms, preventing up to $16 in potentially fraudulent claims within one year.
  • Increased digital conversion rates by 21% by simplifying the online policy application process.
  • Developed and maintained end-of-year reporting tools for compliance purposes, contributing to 62% reduction of audit-related discrepancies.
  • Played key role in achieving 29% over monthly branch processing targets in 2018 through enhanced teamwork and goal setting.
  • Collaborated with underwriters and agents to analyze risk factors, resulting in a 36% enhanced accuracy in policy underwriting evaluations.
  • Trained new hires on underwriting system (Salesforce) to ensure uniformity in policy entries and improve processing speed.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led transition to a paperless system by digitizing 13 policy records, resulting in a 53% reduction in errors and a faster retrieval process.
  • Optimized customer communications protocols, reducing response delays by 34% and enhancing professional client relationships.
  • Reduced policy discrepancies through a Tableau-based quality check system, achieving a 80% decrease in customer complaints.

Affiliations

  • Association for Computing Machinery
  • National Association of Insurance Commissioners (NAIC)
  • Association for Cooperative Operations Research and Development (ACORD)
  • Local Chapter of Arizona Insurance Brokers and Agents Association
  • National Alliance for Insurance Education & Research
  • International Council of Nurses
  • Project Management Institute
  • Insurance Regulatory Examiners Society (IRES) membership
  • American Institute for Chartered Property Casualty Underwriters
  • International Association of Administrative Professionals

Certifications

  • Project Management Professional (PMP)
  • Insurance Billing and Collections Specialist Certification
  • Certified Fraud Examiner (CFE)
  • Certified Professional Insurance Woman (CPIW)
  • Certified Public Accountant (CPA)
  • Certified Insurance Data Scientist (CIDS)
  • Cyber Risk Management Certification
  • Associate in Claims (AIC)
  • ServSafe
  • Cisco Certified Internetwork Expert (CCIE)

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