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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Chesapeake Cir.Birmingham, Al Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLECAREER PROFILELeader with over eight years of experience in sales, meeting goals and deadlines and stimulating productivity/performance. Accomplished in developing a strong client base via cold-calling and face-to-face interactions. Proven personal development in achieving leadership and success.AREAS OF STRENGTH AND EXPERTISETime ManagementTeam ManagementPerformance ManagementProcess ManagementDocumentation/ReportsStrategic Planning and SchedulingRelationship ManagementPROFESSIONAL EXPERIENCEProtective Life Claims Feb. 20023 PresentWe help protect our customers against lifes uncertainties. We work hard to provide protection and peace of mind when our customers need it most.The Claims Specialist works in a team environment to assist in the wide variety of complex transactions and problem solving in connection with Life claims.Primary Job Functions:Process complex transactions; helps resolve complaints; uses insurance and acquired companies knowledge and several administration systems to accomplish these tasks.Answering telephone inquiries -- Potential backup on ACD line concerning claim status, claim filing, report of death, as well as communicating internally with other departments. Handling of customer complaints from ACD line and document the information received and the telephone conversation into the claim file. Responsible for incoming and outgoing calls to claimants, Powers of Attorney, facilities and other persons or entities involved in the payment of a claim.Correspondence Respond in writing to customer inquiries in accordance with regulations. Review demand letters and responds within individual parameters and escalates as appropriate. Communicates, in writing and on the phone, with Agents, Beneficiaries, Funeral Homes, Attorneys, government agencies including Department of Insurance, and other acquired companies.Research Verifies contract holder information, contract effective dates, premium status and verification of claim eligibility. Identifies the need for additional information. Contacts appropriate source to obtain needed information. Verifies beneficiary information and payment amount.Approve - Approve claims according to the designated approval authority guidelinesInvestigates moderately complex claims to resolution, or if appropriate, advises claimant of status and assists in resolution of claim.Maintain claim files with proper level of documentationMaintain claim inventories within departmental, contractual and regulatory guidelines.Assist with Unclaimed Property processReview and analyze IRS Form W9 and Form W8.Process complex transactions Assists to resolve complaints.Contributes to drafting or updating departmental procedures.Assist with waiver of premium claims processing when necessary.Approves teammates work, within the approval guidelines; contributes to drafting or updating departmental procedures.Reports any escalated issues to team TSS and Manager.Other job duties as assigned.December 6th, 2022- February 4th2023 Customer Experience AdvocateThe Customer Experience Advocate Team (CXAT) is a critical part of our mission to deliver engagingand professional service on every contact received about Protective Life policies, contracts, and products.The Customer Experience Advocate (CXA I) provides transactional support for callers where in-depthproduct knowledge is not required. This role requires strong communication, attention to detail, andmultitasking skills to effectively interpret the customer needs and provide resolution. The CustomerExperience Advocate exercises sound judgment in an environment involving sensitive customerinformation.Primary Job Functions:People:o Customer Experience Advocates communicate with customers primarily throughphone, e-mail, and chat, and utilize a variety of software tools to navigate policyor contract information, research and review products, and communicate effectivesolutions in a fast-paced environment.o The CXA is responsible for accurately documenting and resolving customersrequests for account information and updates. This individual understands thedigital customer experience and teaches customers about easier and more efficientways they can resolve future requests.Process:o The CXA identifies and escalates opportunities to enhance the universal customerexperience based on trends identified across multiple customer interactions.Customer Focus:o Maintains focus on the customer experience and advocates for improvements toreduce customer efforto Demonstrates ownership to understand customers needs and solve customersissueso Displays strong interpersonal skills to engage with a diverse customer andcoworker baseo Able to empathize with customers in highly emotional stateso Identifies systemic issues that impact the customer experience and escalatesappropriatelyProblem-Solving Skills:o Effective problem-solving skills including decision making and time managemento Action oriented and self-disciplinedo Organized and detail-orientedo Able to identify opportunities to proactively solve future customer issueso Demonstrates solution-oriented approach to addressing systemic issues thatimpact the customer experienceSt. Vincents Ascension- October 2019 November 22Customer service, Membership & Fitness - Ensure adherence to quality standards, deadlines, and procedures, while correcting errors or problems - Analyze internal processes and submit recommendations for implementation of procedural changes to improve operations, such as supply changes or the disposal of records. Communicate with customers, employees, and other personnel to answer questions, take orders, and address complaints - Receive screen, route and/or respond to all incoming inquiries for information, directions or concerns. - During the COVID 19 Pandemic served in many different roles to ensure safety in our community. I served on the front lines. I was lead in setting up a testing site in our area. Provide information for all patients and staff. I worked as a liaison for patients at our greater Birmingham location for the vaccine. As we opened our facility back to the public. I worked with staff to provide the guests and members with new procedures and guidelines.FedEx Office- Jan 2017-Oct 2019Team Lead and Sales Consultant- Shipping and Receiving. Exceeded sales goals. Motivated our team. Delivered excellent customer service. Assisted customers throughout the greater Birmingham area shipping package US and international that supported the corporate 2.13 billion units shipped. Grew new business added to the 69 billion total in revenue.SpectrumCharter Jan2017--Dec2017 Sales CoordinatorAchieved all sales goals for my area, provided excellent customer service.Exceeded product knowledge. Resolved customer disputes to their complete satisfactionAssisted in team growth. Thrived in a fast-direct sales environmentEducation Corporation of America Jul 2016-Nov 2016Student FinancierProvided customer service to students applying for federal loans for ECA schoolsGrew the ECA student programEnterprise Rent-A-Car Apr 2013-Dec 2015Assistant Manager/Rideshare CoordinatorIdentified, established and measured the KPIs for new position as Rideshare CoordinatorDeveloped and executed marketing plan to increase market shareCreated and generated weekly and monthly performance reportsSource leads to establish new Rideshare routesResolve any customer issues including maintenance issues with fleetCoordinate delivery of new vehiclesSettle invoicing issues and correct inaccuraciesManagement Assistant Birmingham, AL Oct 2013-Aug 2014Awarded Elite Club for increasing average daily rateB2B sales marketing replacement vehicles to insurance companies, dealerships, body shops andcorporate accountsScheduled maintenance for vehicles in the fleetTrained new employees on policies and procedures Enterprise Rent-A-CarManagement Trainee Birmingham, ALExceeded sales goals in value added servicesResolved customer disputes to their complete satisfactionAssisted in accounts receivables and billingThrived in a fast-paced, high-energy environmentFargo (Home Mortgage Division) Sept 2011 Feb 2013 Loan Document Specialist Birmingham, ALAddress conditions or resolved issues for over 1,200 loans approved for HARPValidate loan application data during the loan processEnsure that each loan meets guidelines for closingUpdate all customers on the loan during the loan processPublix April 2011 September 2011Grocery Resource Services, Pelham, ALGrocery Lead-inventory, delivery and stock roomDisplay grocery store itemsDaily Inventory in a timely manner. Stockroom ManagementBoy Scouts of America, Cape Fear Council January 2009 February 2011District Scout Executive Wilmington, NCRecruited, trained, motivated and supported over 50 adult volunteersCoordinated and increased Financial Giving for Fundraising Campaigns and EventsWorked with schools, churches and civic organizations and business leaders to grow and recruit youthinto the scouting program in two countiesImplemented marketing and promotion plan to serve more than 160 youth in scoutingEDUCATIONBA in Criminology - Auburn UniversityAuburn Football- Recruited in High School to walk-onAuburn Football Staff - Auburn Athletic Department Video Tech 2004-2007Filmed all football practices and home football games. Edited film for position coaches Delivered and picked up game day films at Atlanta Airport following game day films for the opposing teams.2004 SEC Championship and Allstate Sugar Bowl2006 Capital One Bowl2007 AT&T Cotton Bowl |
