File workers compensation cases for Gallagher Bassett. Entered the claimant's demographics into computer databases. Wrote professional business correspondence to the Adjusters, Lawyers, and Account Executives pertaining to the claim. Verified that information in the computer system was up-to-date and accurate. Eliminated outdated records by sending the records to be scanned. Compiled statistical information for special reports. Gained advanced knowledge of worker's compensation claims.
Provided a high level of product and leadership support to representatives and clients. Resolved customer questions, issues and complaints. Retained customers by expressing the value of the product/service as well as sympathizing with the customer. Collected past due payments, schedule payment arrangements, and restored customers service on a case by case basis. Set-Up an automatic reminder for the customer to make a payment by a specified date. Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department. Created training presentations targeted at resolving even the most difficult customer issues and sales skills. Successfully managed the activities of 15-20 team members at a time. Recruited, managed and mentored an average of 75 new customer service representatives per year. Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Consistently met and exceeded department expectations for productivity and accuracy levels. Sold the In-Drive device and safety features. Participated in various incentive programs and contests designed to support achievement of production goals. Recognized as top sales generator. Trained agents on customer service and sales skills. Collected payments for the In-Drive device and service as well as schedule auto-renewals for the policy holder.
Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times. Outbound calls made to provide the patient's medical referral status. Notified the insurance carrier that the patient has been contacted.
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Designed electronic file systems and maintained electronic and paper files. Dispersed incoming mail to correct recipients throughout the office. Made copies, Organized files, developed spreadsheets, faxed or mailed medical records, and handled all incoming and outgoing correspondence. Created and maintained spreadsheets using advanced Excel functions and calculations to develop reports and lists.
Collect payment on past due student loans and credit cards. Organized a list according to the severity of the delinquency. Skip traced to locate an accurate phone number or address for the debtor. Informed clients of overdue accounts and amounts currently owed. Reviewed terms of the loan agreement. Ensure all of the customer's information is correct including phone numbers and address. Mailed letters pertaining to the debt. Set-Up repayment plan and determine if the debt can be collected. Record new commitment to repay debt. Received top debt collector for six consecutive months.
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