Customer Service Manager
Resume:
LaKisha Robinson
Grand Cane, LA *1032
*******.**********@*****.***
SUMMARY
Managed Workers Compensation Claims Multi-Task Oriented
Typing 60 wpm Team Player
Excellent Communication Skills Organized
Self Motivated Time Management Skills
Payroll Employee Benefits Administrator
Analytical Customer Service Oriented
Comply w/ HIPPA re: WC Claims Lead for Results in Management
PROFESSIONAL EXPERIENCE
Administrative Skills
-Assist managers with memos, correspondence, reports, and other documentation
-Operated multi-line telephone system
-Performed clerical duties such as filing, photocopying, faxing and mailing
-Responsible for timekeeping records
-Compiled and completed reports for management team to present at morning meetings
-Reported to clients on monthly basis regarding status of claims
-Filed necessary forms with the TWCC and Oklahoma WC Court
-Corresponded with claimant/attorney; employer; physician regarding status of claim
HR/Office Manager Experience
-Research, enroll and manage employee benefits
-Coordinate interviews and selection of employees to fill vacant positions
-Plan and coordinate new employee orientation to foster a positive attitude toward
company goals
-Investigate accidents and prepare reports for insurance carrier as well as follow up on
claims
-Send payroll corrections to home office location
-Maintain budget for the managers
-Managed attendance by entering into Optima
-Compiled and sent Human Resource weekly reports to home office
Workers Compensation Experience
-Provided exceptional customer experience to policyholders through professional claims
handling.
-Investigate claims by communicating with customer (employer), injured employee and
medical providers
-Analyze coverage, compensability, and evaluate medical records for potential lost time or
treatments not work related
-Work with claimant and medical physician to successfully return the injured employees
To work as quickly as possible or gather information supporting a return to work
-work with medical management vendors to review medical and billing for treatment
That was reasonable and necessary related to the injury.
-Work with investigation agencies in order to determine possible fraud
Customer Care/Dispute Resolution Experience
-Provide quality customer service to all customers and channels of Hilti, Inc
-Evaluate customer care notices to determine if properly coded, as well as, directed towards
appropriate channel
-Analyze notices determining the best possible solution to resolve
-Coach customer service team members on Customer Care Handling Procedure for various
scenarios
-Champion customers by executing a resolution to complaint in a pro active manner
Account Manager I
-establish and maintain customer relations utilizing consultative sales approach
-inventory management
-cash reconciliations
-merchandising
-train employees utilizing various Situational Leadership styles in field
WORK HISTORY
Hilti, Inc Account Manager I October 2008-present
Hilti, Inc Customer Care Handling Specialist April 2007-October 2008
Athletic World Advert HR/Administrative Assistant Dec 2004-April 2007
Consolidated Benefits WC Claims Representative July 2003-Dec. 2004
Athletic World Advert Acct Rep/Sales Manager/HR March 2003-July 2003
Zurich North America WC Claims Adjuster March 2001-Dec. 2001
Crawford & Company Clerical/WC Claims Adjuster Aug 1995-July 2000
EDUCATION
Texas A& M; Commerce, Texas
Masters of Business Administration, Began Fall 2008
Northwood University; Cedar Hill, Texas
Bachelors of Business Administration, Graduate 5/2008
Mountain View College; Dallas, Texas
Associates of Arts and Science in Business, Graduate 1999
REFERENCES AVAILABLE UPON REQUEST
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