Results-driven professional with twelve years of customer service experience in multi-faceted environments. Another strength of mine is insurance, seven years working in the Insurance industry had undoubtedly strengthened my knowledge, and understanding of it, learning provisions, how policies work, their benefits, claims, etc. First, working as a Inbound Customer Service Rep. Lastly, becoming a Claims Analyst II, which gave me a look with other department operations. Reversing roles to be the provider instead, verifying patient benefits and dealing with the insurance companies seems fitting for me. My experiences and knowledge may give me some advantages, already knowing some of what to expect when contacting insurance, like identifiers needed to pass identity at the beginning of the call. Having previous insurance benefits and insurance knowledge, I feel confident learning quickly the providers full role and ready for a change of environment. Demonstrated prior success in goal-oriented projects, team-building, adapting to changing workplaces and received award-winning work recognition for my productivity in customer service.
Provide phenomenal customer service that builds strong, lasting relationships with clientel. Engage customers to determine their needs and direct them to the appropriate merchandise while providing product knowledge and offering additional goods and services. Utilize the tools and programs relative to wedding and gift registry.
• Consistently meets or exceeded productivity goals.
• Provide couples with instruction for navigation of the company app, and future app use.
• Gained clientel through word-of-mouth references by establishing relationships and networking.
• Outperformed other consultants in store gift registry sales.
• Maintains professional demeanor under demanding situations.
• Answers multi-phone lines, assisting all callers.
• When needed, worked in Customer Service, assisting all customer's with any returns, their purchases, questions or concerns.
Ensured the accurate, prompt and thorough evaluation of claims by analyzing and determining the appropriate action needed while adhering to both internal and external regulations and protecting an industry leading customer service experience. Obligating independent decision-making on complex claims using critical thinking. Created letters to provide concise explanations to customers regarding claim determinations. Extensive and prolonged typing/keyboarding, working in a fast-paced, high-volume environment with set production goals.
•Handled over-limit threshold payment approvals based on department guidelines.
•Displayed excellent problem-solving abilities when assisting customers with any payment issues or inquiries, that could be varied as they were complex.
•Received company-wide recognition for providing outstanding customer service experience.
•Met or Exceeded the monthly production goals set for me by management.
•Profecient multi-tasking skills requiring the use of dual computer monitors while utilizing various software applications, and interaction with customers.
Received Inbound calls, for example, to answer questions anywhere from new business, coverages available, benefits, payments, claims status, and policy changes. Strong ability to probe, assess customer needs, and appropriately resolve issues. Advanced problem-solving skills at a high level of complexity.
•Demonstrated excellent communication skills, verbal and written, as well as technology proficiency.
•Motivated by learning and furthering my understanding of the insurance industry, procedures, terminology, and products.
•Independently enrolled in a company course for growth, passing and also received Medical Terminology I certificate.
•Chosen for the "Awesome Customer Experience" (ACE) Award numerous times during my years there.
•Continuously received monthly bonuses, for the amount of my leads that ended signing up.
•Semi-annual promotions when passing each product class, meaning calls you get have more variety and variables.
•Started as a Life insurance rep. Then promoted to the Basic group with training on the Health Supplemental, Cancer, Mini Medical, Short-term Disability, also riders that attach to policies for additional or more benefits. The next promotion was to the Advanced group, taking on Medicare Supplement plans, Supplemental coverage for Dental with optional initial or possible later rider offer for VSP Vision attachment.
•Dependable and reliable employee, with an extremely positive, optimistic attitude, professional and good time management or attendance habits.
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