Driven Subject Matter Expert with exceptional leadership, motivational skills, analytical thinker and a innovative problem solver. Trained in all aspects of customer service, administration, collections, team leadership, client training, insurance billing and loss insurance claims. Employs high-level negotiation skills in resolving claims to the satisfaction of all involved parties.
Strong interpersonal and communication skills
Claims file management processes
Strong organizational skills
Sharp problem solver
Customer service expert
Adaptive team player
Energetic work attitude
Complaint handling and resolution
Employee training and development
* Team Leader Award*
*Collections Quota Award*
*CPR & AED Certified*
*Perfect Attendance Award*
Subject Matter Expert01/2013 to CurrentAssurant Specialty PropertyDuluth, GA
Act as a SME for department to answer procedural questions.
Assist in resolving complex or escalated issues.
Assist with inbound/outbound activity and/or assigned projects Ability to work in multi client/functional environment.
Assist in developing revised standards and methods.
Handle highly escalated supervisory type calls and other temporary assignments.
Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.
Act as a AVERT (Assurant Volunteer Employee Response Team) for Duluth location.
Loss Draft Customer Service Specialist01/2013 to CurrentAssurant Specialty PropertyDuluth, GA
Responsible for performing loss draft and property damage requirements including processing checks, processing documents, ordering and reviewing inspections, working loss drafts queues, and evaluating exceptions.
Handle inbound and outbound calls regarding hazard & loss draft property claims.
Responds to written and verbal customer requests, inquiries, and complaints in a timely and professional manner.
Provides assistance and back up as needed to meet client requirements and SLA's.
Handles other duties/projects based on business needs.
Engaged in resolving escalated customers complaints & performing billing issues.
Customer Service Representative01/2009 to 08/2012Vital SolutionsNorcross, GA
Researched relevant information to assess the validity of complaints and determined possible causes.
Recorded details of inquiries, complaints and comments.
Respond to claim investigations, results and planned adjustments.
Determined charges for services, collected deposits Inbound call center for Detroit Edison Utility Services.
Team Leader01/2006 to 01/2009H & A Credit GroupStone Mountain, GA
Monitor daily product activity and operations of 10+ member staff.
Motivate, train and coach staff to provide extreme customer service.
Maintain billing for retail, medical, landlords & daycare accounts.
Implemented training courses for new recruits speeding profitability.
Associate of Arts: Healthcare Administration2011 University of Phoenix (Online)Atlanta, GA, United States
*Member of National Professional Women*
*Member of Assurant Emergency Response Team*
*Member of Habitat of Humanity*
*Member of March of Dimes*
*Member of Employee Activities Commitee*
Multi-tasking, Computer Proficiency, Strong public speaker, Lotus Notes, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Data Entry, Documentation, and Email.