Service Representative Support

Meta A. Lanier-Alexander

Stone Mountain, Georgia 470-***-**** adwdvx@r.postjobfree.com

Customer Service Specialist Team Lead Office Administrator

Professional Summary:

Accomplished professional with over 15 years of success across customer support, member services, team leadership, and advanced administrative support for executives, managers, and underwriters. Offer diverse background working for multiple industries, including Financial Services, Mortgage, Insurance, and Mental Health. Possess active listening skills with strong attention to detail and follow-through. Maintain focus on enhancing customer’s perception of the company and increasing client loyalty. Awarded for high performance and quality customer relations. Confidently handle special projects and deliver superior flexibility to achieve company needs.

Core Skills:

Underwriter Credit/Risk Management ● Office & Operations Oversight ● Staff Trainer/Mentor

Life, Health, & Auto Insurance ● Front-Office Operations ● Document Preparation ● Database Administration

Customer Relationship Management ● Compliance Assurance ● Executive Support ● Records Management

Professional Experience

Delta Dental – Alpharetta, GA

2017 - Present

customer service representative ii

Primary point of communication to customers. Responsibilities include: Research and respond to customer telephone, electronic or written inquires and providing excellent service to customers with information regarding basic eligibility, benefits and claims status with emphasis on customers retention.

Respond to complex telephone, electronic, written inquiries from dental or vision professionals, groups, subscribers and brokers.

Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic and written inquires.

Communicate eligibility, benefits and claims status, policies and procedures.

Accurately completes online/hardcopy forms and routes to the appropriate departments.

Obtains pertinent patient demographics and documents this information in a patient database when required.

Provides information for subscribers such as questions pertaining to insurance, billing, claims or eligibility/

Document each customer encounter and resolution in the appropriate computer tracking system and adjusts claims as necessary based upon findings.

Identify, report and document system discrepancies.

Accurately complete online, hard copy forms and route to the appropriate department.

Meets and maintain production standards, counts and inquiry response turnaround times and reprocesses claims, as appropriate.

Use contact tracking functions to follow-up on open calls to ensure issues are resolved within standards.

Participate in training programs and provides support to other departments, as directed.

Provides support to other departments as directed.

Performs miscellaneous duties as assigned.

GDKN Corporation – Pembroke Pines, FL

2016 - 2017

Administrative Assistant II (Contract Staff @ UPS Customer Solutions Center)

Provide strong analytical, oral/written communication, problem solving, basic research, telephone and time management skills.

●Preparation of reports per accounts requirements.

●Retrieval and consolidation of data from multiple external and internal sources.

●Standard freight scorecard reports generation and processing.

●Miscellaneous office support functions.

American International Group (AIG), Alpharetta, GA

2013 - 2015

Intake Representative—Private Client Group—Customer Contact Information Center

Provide first-rate assistance to customers with basic claim questions in a professional, courteous, and empathetic manner while maintaining confidentiality.

●Analyze and timely process First Notice of Loss Reports (auto, home, collections, and excess liability loss) for multiple companies on behalf of their claimants.

●Take ownership of each customer call by ensuring needs and requests are addressed and fully met with focus on achieving one-call resolution.

●Communicate with third-party administrators/adjusters to obtain missing information, when necessary, and perform follow-up to ensure timely processing.

●Maintain productivity and quality goals and standards to answer and accurately service new loss telephone calls from customers and process First Notice of Loss.

●Assist with other administrative duties.

● Awarded permanent position after temporary placement through Randstad Staffing by delivering top performance.

Randstad Staffing – Alpharetta, Georgia

2012 - 2013

Customer Service Representative (Contract Staff)

●Individually chosen to deliver customer service, on temporary basis, for various companies, as follows: Assignment with Dexis as a Customer Service Representative/Receptionist within the Technical Support Department. Advised customers of hold time and transferred calls to next available technical support representative.

●Assignment with QBE Services as a Customer Service Representative. Assisted homeowners with processing First Notice of Loss Report on an insurance claim as well as basic claim questions.

Infosys BPO – Marietta, Georgia

2012

Process Executive Representative

Served as Case Associate/New Business Underwriting assistant. Liaised between underwriters, general agents, and proposed insured(s) Assisted Underwriters with additional requirements for approving Universal Life insurance policies. Ordered medical records, medical exams, blood/urine specimens, and motor vehicle reports.

●Accurately and timely facilitated the underwriting process and performed keen case management duties for all outstanding or open underwriting/administrative requirements.

AARP Foundation – Atlanta, Georgia

2011 - 2012

Executive Administrative Assistant

Assisted Executive Director with all administrative duties. Greeted customers and answered multi-line telephone. Organized travel schedules and booked reservations. Processed expense reports and invoices.

●Participated in the Senior Community Service Employment Program (SCSEP) and assigned with a non-profit organization for work training in the administrative field with a Host Agency, The National Center for Home Improvement Fraud.

●Created PowerPoint presentations, spreadsheets, composed messages, and managed databases.

●Successfully handled multiple, competing priorities while maintaining daily workflow.

●Recorded and prepared minutes of meetings.

●Traveled with the Director to assist with workshops.

Access General Insurance – Atlanta, Georgia

2007 - 2011

Underwriter Senior Customer Service Representative/Producer Support

Assisted agents with processing online endorsements, auto insurance applications using the web rater, commission inquire website navigation. Assisted and resolved technical issues. Assisted with answering overflow calls in queue. Performed back-up for receptionist.

●Consistently met goal to resolve insured and agent requests on first call.

●Awarded Service Excellence Certificate.

Magellan Behavioral Health - Alpharetta, Georgia

2006 - 2007

Customer Service Associate I

Provide first-rate assistance to providers and members as they relate to eligibility, benefits, claims & behavioral health authorization of services.

●Awarded for Outstanding Customer Service and achieved Service Excellence Reward Program (SERP) bonus cash award.

Ing Life of Georgia - Atlanta, Georgia

2000 - 2005

Senior Customer Service Specialist

Respond to customer inquiries and providing a speedy & through resolution to customer issues & problems with their life insurance policies. Handle escalated & unresolved calls from customer service representatives. Providing input hiring decision, training & performance appraisals.

●Earned Certificate for Outstanding Performance and MVP awards.

●Served as Board Member/Volunteer for ING.

Education & Professional Development

Completed 2 years of Computer Science and Business Administration studies.

Branell College, Atlanta, GA

Team Leader Building Skills, Coaching, and Mentoring Training

Rockhurst University CEDU Center, Atlanta, GA

Technical Skills

Loma 280, Microsoft Word, Excel, Access, PowerPoint, Outlook, Lotus Notes, Cyberlife, Great Plains Accounting Software, AS400 and IP system, POS system, Web Genesis billing system, Macess UViewer, MetaVance, AvayaCCT, Case Management Certificate Infosys BPO

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