Customer Service Manager

ROBIN FURR

*** ****** ***** ~ Mooresville, NC ***15 ~ Phone: (704) 239- 6776 ~

Email: ablxuz@r.postjobfree.com

Ambitious, organized, highly disciplined and performance driven

professional with a proven track record for managing, resolving, and

closing claims with high rates of subrogation recovery and exceptional

customer satisfaction.

AREAS OF PROFICIENCY

* Claims Investigations & Research * Interpersonal

Communication * Team Collaboration

* Subrogation Recovery * Negotiation & Conflict

Resolution * Eligibility Determination

* Case Laws/Jurisdictional Requirements * Claims Review & Adjustments

* Benefits Payout & Denial

PROFESSIONAL EXPERIENCE

THE HARTFORD, Charlotte, NC Senior Claims Representative,

Workers Compensation

* Managed all aspects of the claims review, investigation,

compensability, and benefit disbursement process through the delivery

of integrity-driven customer service with clear attention to detail,

timelines, and jurisdictional/case law constraints for the states of

North Carolina and South Carolina.

* Established clear guidelines for work flow through the handling of

case loads, delegation of employee overflow in claims reps absences,

speedy resolution of claim reviews and investigations, and delivering

clear communication to all parties involved in the claim review

process.

* Involved in all aspects of coverage eligibility, compensability,

claims investigation and resolution.

* Utilized extensive knowledge of case law and jurisdictional

limitations to provide efficient and thorough resolution of claims in

applicable states; encouraged utilization of these resources by team

members.

(December 2008 - Present)

LIBERTY MUTUAL GROUP, Charlotte, NC Claims Case Manager II,

Workers Compensation

* Demonstrated exceptional competence in handling, investigating, and

successfully resolving claims cases in the states of Virginia,

District of Columbia, North Carolina and Mississippi.

* Proven track record of meeting and exceeding disability management

goals through adherence to protocol for return to work and treatment

regimens for workers.

* Developed solid collaboration, claim resolution, and conflict

negotiation skills through extensive investigations of compensability

and coverage issues.

* Maintained exceptional lines of communication with customers/policy

holders throughout the claims process.

* Utilized extensive knowledge of case law and jurisdictional

limitations to provide efficient and thorough resolution of claims in

applicable states.

* Provided orientation and training to new employees

(June 2007 - November 2008)

LIBERTY MUTUAL GROUP, Charlotte, NC Senior Claims

Representative

* Handled automobile and general liability adjuster claims in the states

of NC, SC, FL, VA, DC, GA, and MD.

* Involved in all aspects of coverage eligibility, claims investigation,

and subrogation recovery.

* Fostered open and timely communication with all involved parties,

leading to speedy and effective resolutions.

* Utilized an assertive and results driven approach to claims

investigation while ensuring adherence to best practices and handling

of all cases in good faith.

* Assisted in the establishment of team synergy and cooperation in the

handling of all claims.

* Developed solid collaboration, claim resolution, and conflict

negotiation skills through extensive investigations of liability and

coverage issues.

(Nov. 2004 - June 2007)

CRAWFORD & COMPANY, Charlotte, NC Claims

Assistant

* Provided exceptional customer service through the responsive and

thorough transmission of insurance and benefits information to

providers; collaborated with case handlers to successfully manage case

loads.

* Responsible for ensuring claim payouts for medical bills

* Involved in reporting to the Insurance Commissioner for NC and SC.

(June 2004 - Nov. 2004)

ROYAL & SUN ALLIANCE, Charlotte, NC

Receptionist/Support Team

* Provided exceptional customer service through the answering of the

switchboard

* Responded to customer questions regarding claims in a timely and

information-driven manner

* Managed office duties, including manual check requests, mail room and

file room procedures, transcription requests, invoice payouts, and

other administrative duties (Sept. 2003 - June 2004)

EDUCATION

JOHN A. LOGAN COMMUNITY COLLEGE, Carbendale, IL. Coursework:

Finance, Management

Adjuster's License (NC, SC, FL) January 2003

ACHIEVEMENTS

* Over $400,000 in subrogation recovered in 2006 * Superior

File Award: Aug. 2005, Dec. 2005, & Mar. 2006

* Employee of the Month Dec.2009, April 2010 * Customer

compliment featured in April 2010

company

newsletter.

Contact this candidate