insurance, data entry, accounting, customer service

LAKISHA NICOLE SMITH

*** ***** **** ************, ** 32216 - 904-***-**** - *************@*****.***

SUMMARY OF SKILLS & COMPETENCIES

Highly motivated customer service professional with fourteen years of experience in the insurance industry. Knowledgeable in health, disability, home and auto insurance. Excellent communication skills with a deep understanding of how to inform and educate internal/external clients and vendors. Proficient in problem resolution. Proven to have demonstrated patience and compassion toward clients while managing call time, process and procedural accuracy. Possess an understanding of key regulatory guidelines and statutes.

EMPLOYMENT/RELATIVE WORK HISTORY

Prudential, Jacksonville, FL 2012-2013

Claims Associate (Contract)

• Managed incoming client calls to request life insurance claims.

• Processed first-notice of life insurance claims, included reviewing files and policies for value and sent applicable documentation.

• Facilitated outbound calls to service providers (funeral homes, nursing homes and assisted living facilities) to obtain information and documents.

• Prepared the abandoned-property claim files to mitigate state-forced escheatment.

Citizens Property Insurance Corporation, Jacksonville, FL 2005-2012 Customer Care Relations/Underwriting/Accounting

• Managed incoming hazard insurance coverage requests and inquiries from homeowners, agents, and lenders.

• Facilitated policy renewals and payment processing.

• Processed loss payee requests and premium notifications for lenders.

• Initiated claims process, ordered inspections and evaluated and submitted emergency housing requests to support department.

• Performed inspector certification verification on all new policy requests.

• Gathered, organized and provided information to other departments to facilitate data integrity and provide management with trend data for purposes of continuous process improvement.

Social Security & Disability Office, State of Florida, Jacksonville, FL 2001-2002

Court Reporter (Part-time Contractor)

• Greeted and seated attendees, including attorneys, clients, medical and vocational experts.

• Attended meetings that require written statements, coordinated recording spoken dialogue with recorder and documented gestures and actions.

• Reviewed notes for names of speakers, technical terminology and typographical errors.

Convergys, Jacksonville, FL 1999-2005 Customer Service Representative – USAA Auto and Home Insurance

• Managed incoming calls for USAA auto and home insurance claims.

• Scheduled appointments for claim adjusters collected and entered information related to the claim into the system.

• Quoted daily allowance and Enterprise Rental Car rates (preferred vendor) to clients.

Convergys, Jacksonville, FL (Continued) 1999-2005 Employee Benefits Enrollment Specialist – Sodexho

• Registered and enrolled Sodexho employees in company provided insurance benefits, including health, dental, vision, short and long-term disability, AD&D and life insurance.

• Managed level-two escalations (inbound calls) to provide explanations to clients (Sodexho employees) about coverage and required documentation needed if applicable.

• Promoted to Senior Team Lead and given additional responsibilities to research and resolve various coverage related exceptions, examples included: domestic partnerships, disability suspension cases, Hawaii waivers and Qualified Child Support Orders.

• Researched exceptions on and reported out to management team the root causes, trends and entered status updates to internal quality assurance reports (Excel).

• Coached new hires on managing call time, best practice customer service skills and calming techniques.

• Performed quality assurance tasks to ensure new employee enrollment packages were prepared correctly, tasks included: check packets for completeness, duplicates or erroneous booklets, correct pricing documents based on employee’s residency.

EDUCATION

Bachelor of Science Degree in Criminal Justice 2008

Everest University, Jacksonville, FL

COMPUTER SKILLS

• Microsoft Office Suite: Word, Outlook, PowerPoint, Excel

• Lotus Notes 8.0

• Telephony: EPAS, CBIS, Avaya, Desktop Manager, PruLife/ServiceAbility

• Document Imaging Systems: RightFax, EDocs, EWind, Image Right, Hypath

• Insurance Industry Software: ECase, Quintus, SAP, Marpay Payroll System, AS400, Citizens proprietary claims tracking system (CTS), Mainstream

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