Mia Puentes

Customer Service Representative

ad0155@r.postjobfree.com • 863-***-****

www.linkedin.com/in/loremipsum • Auburndale, FL 33823 Dedicated professional with experience providing exceptional support and assistance to clients in various industries. Adept at overseeing all aspects of office administration and ensuring HIPAA compliance. Skilled in overseeing all aspects of office operations, including data entry, accounts payable, grant writing, and research. Expert in managing patient appointments, medical records, and insurance claims. Adept at building trust, driving client retention, and increasing revenue through strategic account management. Excel in analyzing market trends, identifying opportunities, and collaborating with cross- functional teams to exceed client expectations.

Areas of Expertise

Account Management

Competitive Analysis

Client Needs Assessment

Customer Retention

Medical Office Management

Records Management

Stakeholder Engagement

Proposal Development

Conflict Resolution

Customer Relationship Building

Complaint Handling

Appointment Scheduling

Professional Experience

Geico Insurance, Location 2014 – Present

Claims Investigator, 2018 – Present

Conduct thorough investigations by interviewing claimants, witnesses, and involved parties to gather essential information and evidence. Prepare detailed investigative reports, outlining findings, statements, photographs, and relevant evidence. Ensure that all claim investigations adhere to GEICO's policies, procedures, and legal requirements.

● Maintained regular communication with claimants, policyholders, and legal representatives to provide updates on claim status and gather additional information.

● Delivered exceptional customer service by addressing claimants' concerns/inquiries promptly and professionally.

● Achieved and exceeded monthly case closure targets, improving claims processing efficiency. Customer Service Representative (Licensed), 2014 – 2018 Assisted customers in managing their insurance policies, including processing policy updates, additions, and cancellations. Utilized in-depth knowledge of insurance policies/regulations to provide accurate information/guidance to customers regarding coverage options, policy changes, and claims processes. Conducted periodic policy reviews to identify potential cost-saving opportunities and offer customized insurance solutions to meet customers' changing needs.

● Collaborated with team to assess policy eligibility, answer all inquiries, and ensure policy compliance.

● Identified opportunities to offer additional insurance products and coverage enhancements to meet customers' evolving needs, contributing to increased policy sales.

● Resolved a high-stakes customer dispute, saving company from potential legal action. Education

Associate of Arts, Business Administration

Keiser University Lakeland, FL

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