Southaven, MS 38671
SKILLS & ACCOMPLISHMENTS
Experience as an administrative, financial, and customer service professional
Ability to direct complex projects from concept to fully operational status
Goal-oriented individual with strong leadership capabilities
Organized, highly motivated, and detail-directed problem solver
Proven ability to work in unison with staff, volunteers, and board of directors
Proficient in Microsoft Office, Word, Excel, Access, Outlook and XactAnalysis
Trained, supervised and evaluated staff
Managed and developed new employees to increase job knowledge and performance
Successfully refined and implemented accounting processes
INSURANCE CLAIM ANALYST, SERVICEMASTER RESTORE
2009 - Present
Reviews, analyzes and audits mitigation claim reports based on standards including: correct invoicing of line items, critical review of data in the record of drying conditions, correct labor efficiency, price list variation, equipment sizing, etc.
Submits claims within established audit guidelines for commercial and personal lines clients and insurance customers, and follows up on the status of all claim files with clients and requests funds due on all losses that analyst processes.
Communicates expectations of file quality to franchisees including completeness and accuracy of Record of Drying conditions according to the S-500 audit guidelines established by the Institute of Inspection, Cleaning and Restoration Certification.
Corresponds with franchisees, 866RECOVER (end user) clients, agents, policy holders, and insurance companies on claims and payment status. Records billed items into the system and verifies aging accuracy.
Performs extensive research on problem claims inaccuracies, assists with process improvement and creation of standard operating procedures to better meet client requirements to ensure payment accuracy.
Produces and distributes weekly and monthly reports.
CLAIMS CAPTURE UNIT REP – SHIFT LEADER, SERVICEMASTER RESTORE
2007 - 2009
Collecting, analyzing, and reporting daily/weekly/monthly lead generation.
Responsible for generation of State Farm claims through XactAnalysis, dispatching customer information to the franchisees and follow-up.
Training new employees on lead generation and duplication identification.
Served as Team Leader for up to 15 representatives ensuring successful transfer of incoming call and internet lead volumes.
CUSTOMER SERVICE SALES REP, WEST AT HOME
2008 - 2014
Captured inbound customer service and sales calls.
Responsible for completion of sales transactions for multiple companies.
Responsible for verifications of customers’ personal information including names, addressed, phone numbers and credit card information.
CUSTOMER SERVICE REP II, REGIONS FINANCIAL
2004 - 2005
Responded to inquiries regarding a full range of customer transactions, banking products and services.
Established resolutions for routine customer service problems in a timely manner.
Researched operational problems and initiated corrective action within scope of responsibility.
Advised management of irregular or recurring problems that would improve processes and services provided by the call center.
CUSTOMER SERVICE ASSOCIATE, AT&T WIRELESS
2003 - 2004
Ensured delivery of excellent customer service through fast and accurate processing of phone orders.
Communicated and coordinated with other departments to resolve customer inquiries.
Served as the first point of customer contact for general inquiries including pricing, products, billing, refunds, complaints, etc.
Responsible for building and maintaining business relationship between clients’ services to promote customer loyalty.
BS, Business Administration and Finance, University of Arkansas at Pine Bluff
MBA, Jones International University
COMMUNITY & VOLUNTEER800
Secretary & Treasurer, University of Arkansas at Pine Bluff Investment Club
Office Aide, University of Arkansas at Pine Bluff Finance & Administration
Main Street C.O.G.I.C., Assistant Financial Secretary
Joe Stocker Construction Company, Administrative Clerk
Powerhouse Ministries Music Department, Financial Secretary