Customer service, customer service and systems training, management

***** ********* ******** ** *****- 313-***-**** *******************@*****.***

LaTanya M. Harris-Gooden

Objective

To obtain a position with advancement and developmental opportunities in which I can utilize my customer service skills, leadership capabilities as well as training and consulting experience while learning new skills and being an asset to a dynamic and ever-evolving team.

Experience

2017-Present The Auto Club Group Dearborn, MI

Claims Support Operations Manager I

Handling escalated concerns from inception to resolution for our Car Travel interruption benefit process. This includes review of system notes, timely follow up phone calls, referrals to other units as needed and consistent contact with the customer (internal and external customers). Providing verbal as well as written responses in our database and to our customers via email as needed. Includes explaining the appeal process to customers and assisting with the IRCR (Insurance Regulator Complaint Resolution department), with gathering all necessary documents for the review to take place. Maintaining a positive business relationship with our customers at all times, even if there is an appeal in progress.

Management of the File Storage Team, Cash Cage, Glass Claim process and Police Report ordering. Monitoring our file system for the appropriate destruction dates, ensuring the glass claim process was smooth for our customers and actively engaging with our claims partners to ensure police reports were obtained to assist the adjusters with the claim handling process. Handling all escalations to include follow up with repair facilities as well as with Safelite, our third party administrator.

Managing payroll by reviewing the Peoplesoft system for proper time entry and comparing that entry to Avaya Log-in/Log-out report to ensure accuracy. Also ensuring all Work-from-Home staff is logged into the Avaya system daily and timely. Monitoring and recording any overtime and acting as the liaison for any payroll related questions. Completing performance reviews, as well as mentoring and coaching for the team to ensure we are meeting productivity and accuracy goals.

Providing support to other units as “Shared Services”. Participating in cross-training. Developing strategies to help support and increase customer satisfaction corporately and foster continuous connectivity among our claims partners.

Attending management meetings, participating in various projects to ensure that we remained informed of the needs of our individual teams and was prepared to assist each other for adequate coverage.

Supporting the Regional Claim Manager and being flexible based on daily business needs. Providing RCM with requested information for monthly scorecards and production goals.

Responsible for huddles, team meetings, email communications etc. to ensure uniformity and consistency within Claim Support Operations. This includes monthly one-on-one meetings, mid-year performance review, and end of the year performance reviews as well as raise and incentive discussions.

2016-2017 The Auto Club Group Southfield, MI

Casualty Claim Rep Trainee

Successful completion of an 8-10 month intense training program that focused on the No-Fault law pertaining to Personal Injury Protection coverage.

Handling a backlog of claims for PIP benefits for policy holders, resident relatives, pedestrians, etc. Fast track claims, intermediate, and reassignments.

Explaining applicable coverages to include Medical, Wage Loss, Essential/Household Services, Attendant Care and Medical Mileage.

Reviewing medical records as well as medical bills to ensure they are related to the motor vehicle accident.

Reviewing medical bills and determining what payments were “reasonable and customary”.

Maintaining consistent contact with injured persons to ensure best-in-class customer service delivery and customer satisfaction.

Responsible for timely payments, order of priority investigations and initiating subrogation efforts.

Sending applicable correspondence to all parties involved in a claim such as the injured person, providers, physicians, attorneys as well and sending referrals to other units such as CSIU (Claims Special Investigation Unit), PVU (Policy Verification Unit) etc.

2012-2016 The Auto Club Group Dearborn, MI

Claim Service Center (CSC) Claims Development Specialist

Responsible for training new hires to include New Hire Orientation, First Notice of Loss training, Customer Service Training as well other courses that relate to the Customer Service Representative position in the CSC. This includes system based training as well as soft-skills training.

Acted as the liaison between the Claim Service Center (CSC) and other claims units to help facilitate change requests and providing information needed to assist the Director in determining the feasibility of such requests.

Provided remedial/refresher training as well as “new process” training.

Provided support for the CSC Leadership team to include assisting with new supervisor training, assisting with the File Review process to ensure claims are processed appropriately as well as the development of processes that assist with productivity.

Creating /maintaining/updating training material that is directly used to assist CSRs in the FNOL process as well as handling Inquiry calls.

2008-2012 The Auto Club Group Dearborn, MI

CSC Supervisor I

Responsible for a team of CSR Direct reports who processed FNOL and Inquiry calls for all states in the Footprint.

Ensured that the team's work product was at or above ACG standards to ensure the best customer service delivery possible.

Provided administrative support such as with attendance, payroll, FML or any other issue the CSR needed assistance with that involved the ACG attendance policy for the Customer Interaction Centers (Fleet).

Provided consistent mentoring/coaching as well as career development to ensure CSR’s needs were met and facilitated a “Partner-In-Performance” mindset fostering a productive working environment.

Provided monthly one-on-ones, weekly file reviews as well as semiannual “PIP” documents according to the ACG guidelines.

Provided assistance with the Training Consultants and worked with them to help create/maintain job materials that would assist the CSRs with processing FNOLs and properly handling Inquiry calls.

Responsible for working directly with executive leadership to ensure daily service level is met, customer satisfaction scores are met/exceeded and well as promoting a positive contribution to the Net Promoter Score (NPS).

Responsible for huddles, team meetings, email communications etc. to ensure uniformity and consistency within the CSC.

2001-2008 The Auto Club Group Dearborn MI

CSC Customer Advocate

Responsible for incoming FNOL calls as well as Inquiry call handling for all Footprint states for ACG. This includes AUTO, Home, Boat, Motorcycle/Specialty vehicle claims and Casualty claims. Handled calls from 1st and 3rd party claimants as well as 3rd party vendors.

Ensuring the Customer Care Model was utilized on every call to ensure stellar customer service was rendered, also using effective listening techniques.

Providing mentoring to new hires to assist them with becoming acclimated to the FNOL process.

1996-2001 Office Depot BSD Plymouth, MI

Customer Service Representative/Data Entry Clerk

Accurately entered faxed orders from designated contract customers prior to the daily cut off time ensuring timely delivery.

Performed as a liaison for several key accounts maintaining positive business relationships and handling the customers’ inquiries.

Assisted with the development of training aides for new Data Entry associates providing consistent guidelines for effective mentoring.

Served as back-up Switchboard Operator using a multi line phone and intercom system to route incoming calls.

Education

1993-1997 University of Detroit-Mercy Detroit, MI

Completed 4 years in a 5-year program, anticipated graduation date TBD. Majored in Communications Studies/Public Relations.

19 1989-1993 Cass Tech High School Detroit, MI

High School Diploma

Concentrated studies in Business Administration

Skills/Abilities and Special Interests

Experience using Microsoft Word, Excel, PowerPoint, Outlook, Visio and FS Pro. Excellent oral and written communication skills. Able to work efficiently with or without supervision. Works well alone or in a team environment. Excellent analytical thinking and problem resolution skills. Great leadership capabilities as well as experience in instructional design. Special Interests include serving on the board for the United Community Housing Coalition, community service and mentoring.

References

Available Upon Request

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