Customer Experience Claims Specialist
Resume:
Stuart Watson
Birmingham, Al 35242
*******@*****.***
CAREER PROFILE
Leader with over eight years of experience in sales, meeting goals and deadlines and stimulating productivity/performance. Accomplished in developing a strong client base via cold-calling and face-to-face interactions. Proven personal development in achieving leadership and success.
AREAS OF STRENGTH AND EXPERTISE
●Time Management
●Team Management
●Performance Management
●Process Management
●Documentation/Reports
●Strategic Planning and Scheduling
●Relationship Management
PROFESSIONAL EXPERIENCE
Protective Life Claims Feb. 20023 – Present
We help protect our customers against life’s uncertainties. We work hard to provide protection and peace of mind when our customers need it most.
The Claims Specialist works in a team environment to assist in the wide variety of complex transactions and problem solving in connection with Life claims.
Primary Job Functions:
Process complex transactions; helps resolve complaints; uses insurance and acquired companies knowledge and several administration systems to accomplish these tasks.
Answering telephone inquiries -- Potential backup on ACD line concerning claim status, claim filing, report of death, as well as communicating internally with other departments. Handling of customer complaints from ACD line and document the information received and the telephone conversation into the claim file. Responsible for incoming and outgoing calls to claimants, Powers of Attorney, facilities and other person’s or entities involved in the payment of a claim.
Correspondence – Respond in writing to customer inquiries in accordance with regulations. Review demand letters and responds within individual parameters and escalates as appropriate. Communicates, in writing and on the phone, with Agents, Beneficiaries, Funeral Homes, Attorneys, government agencies including Department of Insurance, and other acquired companies.
Research – Verifies contract holder information, contract effective dates, premium status and verification of claim eligibility. Identifies the need for additional information. Contacts appropriate source to obtain needed information. Verifies beneficiary information and payment amount.
Approve - Approve claims according to the designated approval authority guidelines
Investigates moderately complex claims to resolution, or if appropriate, advises claimant of status and assists in resolution of claim.
Maintain claim files with proper level of documentation
Maintain claim inventories within departmental, contractual and regulatory guidelines.
Assist with Unclaimed Property process
Review and analyze IRS Form W9 and Form W8.
Process complex transactions – Assists to resolve complaints.
Contributes to drafting or updating departmental procedures.
Assist with waiver of premium claims processing when necessary.
Approves teammates work, within the approval guidelines; contributes to drafting or updating departmental procedures.
Reports any escalated issues to team TSS and Manager.
Other job duties as assigned.
December 6th, 2022- February 4th2023 Customer Experience Advocate
The Customer Experience Advocate Team (CXAT) is a critical part of our mission to deliver engaging
and professional service on every contact received about Protective Life policies, contracts, and products.
The Customer Experience Advocate (CXA I) provides transactional support for callers where in-depth
product knowledge is not required. This role requires strong communication, attention to detail, and
multitasking skills to effectively interpret the customer needs and provide resolution. The Customer
Experience Advocate exercises sound judgment in an environment involving sensitive customer
information.
Primary Job Functions:
People:
o Customer Experience Advocates communicate with customers primarily through
phone, e-mail, and chat, and utilize a variety of software tools to navigate policy
or contract information, research and review products, and communicate effective
solutions in a fast-paced environment.
o The CXA is responsible for accurately documenting and resolving customers’
requests for account information and updates. This individual understands the
digital customer experience and teaches customers about easier and more efficient
ways they can resolve future requests.
Process:
o The CXA identifies and escalates opportunities to enhance the universal customer
experience based on trends identified across multiple customer interactions.
Customer Focus:
o Maintains focus on the customer experience and advocates for improvements to
reduce customer effort
o Demonstrates ownership to understand customers’ needs and solve customers’
issues
o Displays strong interpersonal skills to engage with a diverse customer and
coworker base
o Able to empathize with customers in highly emotional states
o Identifies systemic issues that impact the customer experience and escalates
appropriately
Problem-Solving Skills:
o Effective problem-solving skills including decision making and time management
o Action oriented and self-disciplined
o Organized and detail-oriented
o Able to identify opportunities to proactively solve future customer issues
o Demonstrates solution-oriented approach to addressing systemic issues that
impact the customer experience
St. Vincent’s Ascension- October 2019 – November 22
Customer service, Membership & Fitness - Ensure adherence to quality standards, deadlines, and procedures, while correcting errors or problems - Analyze internal processes and submit recommendations for implementation of procedural changes to improve operations, such as supply changes or the disposal of records. Communicate with customers, employees, and other personnel to answer questions, take orders, and address complaints - Receive screen, route and/or respond to all incoming inquiries for information, directions or concerns. - During the COVID 19 Pandemic served in many different roles to ensure safety in our community. I served on the front lines. I was lead in setting up a testing site in our area. Provide information for all patients and staff. I worked as a liaison for patients at our greater Birmingham location for the vaccine. As we opened our facility back to the public. I worked with staff to provide the guests and members with new procedures and guidelines.
FedEx Office- Jan 2017-Oct 2019
Team Lead and Sales Consultant- Shipping and Receiving. Exceeded sales goals. Motivated our team. Delivered excellent customer service. Assisted customers throughout the greater Birmingham area shipping package US and international that supported the corporate 2.13 billion units shipped. Grew new business added to the 69 billion total in revenue.
SpectrumCharter Jan2017--Dec2017 Sales Coordinator
Achieved all sales goals for my area, provided excellent customer service.
Exceeded product knowledge. Resolved customer disputes to their complete satisfaction
Assisted in team growth. Thrived in a fast-direct sales environment
Education Corporation of America Jul 2016-Nov 2016
Student Financier
Provided customer service to students applying for federal loans for ECA schools
Grew the ECA student program
Enterprise Rent-A-Car Apr 2013-Dec 2015
Assistant Manager/Rideshare Coordinator
Identified, established and measured the KPIs for new position as Rideshare Coordinator
Developed and executed marketing plan to increase market share
Created and generated weekly and monthly performance reports
Source leads to establish new Rideshare routes
Resolve any customer issues including maintenance issues with fleet
Coordinate delivery of new vehicles
Settle invoicing issues and correct inaccuracies
Management Assistant Birmingham, AL Oct 2013-Aug 2014
Awarded Elite Club for increasing average daily rate
B2B sales marketing replacement vehicles to insurance companies, dealerships, body shops and
corporate accounts
Scheduled maintenance for vehicles in the fleet
Trained new employees on policies and procedures Enterprise Rent-A-Car
Management Trainee Birmingham, AL
Exceeded sales goals in value added services
Resolved customer disputes to their complete satisfaction
Assisted in accounts receivables and billing
Thrived in a fast-paced, high-energy environment
Fargo (Home Mortgage Division) Sept 2011 – Feb 2013 Loan Document Specialist Birmingham, AL
Address conditions or resolved issues for over 1,200 loans approved for HARP
Validate loan application data during the loan process
Ensure that each loan meets guidelines for closing
Update all customers on the loan during the loan process
Publix April 2011 – September 2011
Grocery Resource Services, Pelham, AL
Grocery Lead-inventory, delivery and stock room
Display grocery store items
Daily Inventory in a timely manner. Stockroom Management
Boy Scouts of America, Cape Fear Council January 2009 – February 2011
District Scout Executive Wilmington, NC
Recruited, trained, motivated and supported over 50 adult volunteers
Coordinated and increased Financial Giving for Fundraising Campaigns and Events
Worked with schools, churches and civic organizations and business leaders to grow and recruit youth
into the scouting program in two counties
Implemented marketing and promotion plan to serve more than 160 youth in scouting
EDUCATION
BA in Criminology - Auburn University
Auburn Football- Recruited in High School to walk-on
Auburn Football Staff - Auburn Athletic Department Video Tech 2004-2007
Filmed all football practices and home football games. Edited film for position coaches Delivered and picked up game day films at Atlanta Airport following game day films for the opposing teams.
2004 SEC Championship and Allstate Sugar Bowl
2006 Capital One Bowl
2007 AT&T Cotton Bowl
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