Customer Service Project Management
Resume:
KANDACE MORROW
CLAIMS SUPERVISOR
Houston, TX 832-***-**** *******.******@*****.*** https://www.linkedin.com/in/kandacemorrow/
PROFESSIONAL PROFILE
A result-oriented individual with 16+ years of experience in claim processing, compliance, workflow implementation, operations, and finance. Skillful in the interpretation of liability and negligence law and negotiation techniques. Proficient in handling multiple complex tasks, establishing priorities, consistently meeting prescribed timeframes, and adhering to state and federal laws regarding employment, general personnel practices, recruitment/employment practices, Payroll Administration, compensation, and benefits administration. Proven ability to counsel and guide managers and employees in policy interpretation and compliance. Possess the ability to recommend appropriate corrective actions and performance improvement steps.
SKILLS & CORE COMPETENCIES:
Project Management, Process Improvement, Client Relations, Problem Solving, Claim Processing, PeopleSoft, MS Office Suite, Workday, CRM Software, HR Employee Relations, Payroll, Reporting, Requirements Documentation, Time & Absence Management, Training Facilitation, Budget Management, Organizational Communication, Conflict Management, Leading Initiatives
WORK EXPERIENCE
PERSONAL INJURY PROTECTION SUPERVISOR
GEICO INSURANCE HOUSTON, TX 2021 - PRESENT
●Manage a caseload of 250-325 files monthly in liaison with a specialty team of 6 adjusters by investigating, evaluating coverage, liability, and damages resulting from First-Party bodily injury claims and settling claims within prescribed authority levels.
●Offer exceptional customer service by aiding customers throughout the 1st party medical claims process, verifying timely and accurate reimbursement of medical, wage loss, and other benefits available under the policy.
●Prepare potential affirmative action and settlement agreements by partnering with legal counsel, ensuring proactive handling of all litigated matters.
●Issue payment for PIP medical bills by responding promptly to written and verbal inquiries from injured parties, medical providers, and attorneys, including PIP payment logs, claim information, policy information, and payment information.
●Settle claims in compliance with regulations and policy language by reviewing medical bills submitted for accuracy, necessity, and reasonableness.
●Formulate and submit billing data and medical claims to insurance plans and other payers, including Medicare, Medicaid, and Tri-Care, facilitating timely and accurate reimbursement.
ICS/CUSTOMER SERVICE REPRESENTATIVE (CSR) SUPERVISOR
TUCSON, AZ 2018 - 2021
●Verified quality delivery of first-rate service to customers involved in accidents in collaboration with a team of 3 adjusters.
●Upheld and improved customer satisfaction by promptly responding to and resolving customers' spoken and unspoken needs.
●Oversaw personnel performance by monitoring key performance indicators, leading to an excellent customer experience and profitable growth.
CONTINUING UNIT ADJUSTER
KATY, TX 2017 - 2018
●Drove litigation best practices to lead defense strategy on litigated files, guaranteeing timely and cost-effective resolution while attending trials as a company representative.
●Settled claims by assessing actual damages associated with claims and conducting negotiations within assigned authority limits.
TELEPHONE CLAIM REPRESENTATIVE
GEICO INSURANCE KATY, TX 2014 & 2017
●Provided efficient and professional customer service by handling all first notice of loss from an automobile accident, including damages to vehicles and injury claims, fostering trust and growing customer satisfaction.
●Adjusted and negotiated claims within authority by initiating thorough coverage and liability investigations to make informed liability decisions.
●Collaborated and communicated with agents and policyholders on more complex claims to resolve first and third-party claims.
HUMAN RESOURCES REPRESENTATIVE
AON HEWITT THE WOODLANDS, TX 2005 - 2013
●Boosted employee experience by fostering successful talent acquisition/management deployment, employee engagement, leadership development, communications, compensation, and benefits initiatives.
●Oversaw full-cycle recruitment process, including pre-employment and onboarding, by establishing resources and relationships with viable source candidates and building the talent pipeline, achieving business needs.
●Maintained legal compliance by monitoring and implementing applicable human resource federal and state requirements, conducting investigations, keeping records, and representing the organization at hearings.
●Oversaw benefits, compensation, and employee performance programs, attaining the company's personnel goals and objectives.
●Safeguarded HR elements by initiating and maintaining strong relationships with key employees, meeting and exceeding business needs.
●Established and implemented organizational human resources policies, ensuring compliance with federal, state, and local legislation by assessing potential solutions and executing selected solutions, continually improving the efficiency of HR.
●Achieved operational payroll standards by performing payroll auditing to ensure accuracy, compliance, balancing, and reconciliation.
●Championed morale and safety awareness activities, increasing employee satisfaction.
EDUCATION & CERTIFICATIONS
MASTER IN HUMAN RESOURCES
KELLER GRADUATE SCHOOL OF MANAGEMENT SCHAUMBURG, IL
BACHELOR OF SCIENCE IN HUMAN RESOURCES
KAPLAN UNIVERSITY CHICAGO, IL
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