Customer Service Manager
Resume:
Kelli Majors
Sterling Heights, Michigan 48312
CAREER SUMMARY
Insurance professional with 12 years experience in workers compensation
claims management. Licensed in Michigan and Kentucky. Demonstrated
success in investigating, evaluation and disposition of complex workers
compensation cases. Combined strengths of working independently and as a
team player. Fast learner who always contributes.
PROFESSIONAL EXPERIENCE
Liberty Mutual, Farmington Hills, MI 1997-2009
Competitive leader in property and casualty insurance.
Technical Claims Specialist 1999-2009
Investigate claims to determine whether coverage is provided, establish
compensability and verify exposure. Resolve claims within authority and
make
recommendations regarding case value and resolution strategy to
Management on cases
which exceed authority. Participate in pricing, reserving and strategy
discussion with
Examining Management. Work closely with staff and outside defense
counsel in managing
litigated files. Identify and appropriately handle suspicious claims and
claims with the
potential to develop adversely. Confer directly with policyholders on
coverage and resolution
strategy issues. Coordinate and participate in training session for less
experienced staff.
. Received recognition and top performance awards by providing
outstanding customer service.
. Selected by Management as a mentor for new employee training which
proved beneficial in orienting new employees and eliminating
inconsistent practices.
Case Manager Associate 1997-1998
Responsible for providing customer service in obtaining and maintaining
essential
information in order to process routine accident cases involving worker's
compensation
claims with up to eight weeks of disability. Process continuous
indemnity, medical, and
scheduled payments.
. Multi state experience including Michigan, Kentucky, Georgia and
Tennessee.
State of Florida, Brandon, FL 1994-1996
Department of Public Assistance.
Public Assistant Specialist
Determined eligibility of an applicant / recipient to receive Aid to
Families with Dependent Children ( AFDC ), Medicaid and Food Stamps.
Ensured the accurate and appropriate authorization of expenditure of tax
funds with respect to the guaranteed rights of the applicant / recipient
while using accepted social work practice.
. Assumed responsibility of team leader in supervisor's absence.
. Nominated "best in my field" by peers in 1996.
K-Mart, Tampa, FL 1986-1994
Retail store.
Merchandiser
Responsible for inventory control, price maintenance on the floor and
computer database,
merchandise trending, and competitive analysis.
. Awarded employee of the month.
EDUCATION
BA, Criminal Justice, University of South Florida, Tampa, FL 1993
PROFESSIONAL LICENSES
Licensed adjuster, Workers Compensation, Michigan and Kentucky
Active
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