Customer Service Office Assistant

Dawn L. Miers

Mendota, IL ***** *******@*******.*** 815-***-****

Workers’ Compensation Claims Analyst

Insurance Claims Customer Service Data Analysis

Processing health benefits, disability benefits and workers' compensation claims in collaboration with attorneys, medical personnel and employers to gain pertinent information and effectively manage the claims process. Well-versed in processing disability and workers’ compensation claims for hourly, salaried, and management employees. Proficient knowledge of PC, Word, Excel and PeopleSoft.

Achieved 91% – 100% audit scores as disability benefits representative in workers’ compensation department.

Worked alongside workers’ compensation attorney in a paralegal capacity to resolve issues with claims.

Leveraging analytical skills to conduct incident investigations and interpret rules, regulations and procedures.

Professional Experience

Caterpillar Inc.; Aurora, IL

Logistics Analyst II (2012 – 2016)

Researched workflow issues to ensure on-time delivery of customer orders while ensuring exceptional customer satisfaction through communications with both internal and external customers.

Key contributor to reducing indirect inventory from $6.2M in 2012 to $5.3M in 2016.

Caterpillar Inc.; Aurora, IL

Disability Benefits Representative (2002 – 2012)

Served in workers compensation department supporting clients by explaining benefits and procedures to employers and injured workers and coordinating medical treatments, appointments and return-to-work opportunities.

Earned CPS / Green Belt certification and led team in streamlining and simplifying disability pension form for employees.

Consistently achieved 91% - 100% audit scores on Workers' Comp claims processed.

Education

University of Phoenix; Virtual

Bachelor’s degree in Business Administration

Illinois Valley Community College; Oglesby, IL

Associate’s degree in Applied Science

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