Short Term Disability/ customer service

Results oriented professional dedicated to high levels of customer service seeking to continue building customer centric leadership qualities while increasing expertise and knowledge in a profession that promotes growth and development. I am a highly motivated team player who easily adapts to changing environments by interacting with staff and clientele with a proactive and positive demeanor.

EXPERIENCE

March 2018 – November 2022

New York Life Group Benefit Solutions

Short Term Disability Team Leader

Manage team of 12-15 claim managers monitoring that metrics adhere to service commitments for our clients and customers

Perform quality claim and call audits with real time feedback. Provide a positive work environment with opportunities for growth and development

Partner with Account Management and Implementation to build plan designs for perspective clients

Experience with third party vendors to co-manage claims based on lines of business

Manage Small Market to National Client level accounts with meeting performance guarantees

oFedEx Freight

oSouthwest Airlines

oLockheed Martin Corporation

oMotiva Enterprises

May 2011 – February 2018

Cigna Group Operations

Senior Claim Manager

Experience and knowledge in all lines of STD plans

Monitor claim managers overall performance including desk loads, quality, and compliance. Manage complex and escalated issues

Ensure team meeting or exceeding required metrics with proactive reviews of metrics reports ensuring consistency in team performance. Identifying areas of opportunity and creating plans for sustained improvement

Coaching and mentoring to develop employee’s exposure and groom for advancement positions as they become available

Handling finalist and onboarding presentations for new clients to go over process

First level of escalations from a customer, client, or internal partner to provide needed resolution or understanding

Monitoring seamless transition to other products internally including but not limited to LTD, FMLA, ADA by partnering with those departments

November 2007 – April 2011

Short Term Disability Claim Manager

Evaluate short term disability claims based on plan elections and eligibility. Partner closely with customer to understand their individual situation and provide direction and outline claim process

Developed and maintained excellent customer service skills to address customer or client concerns and questions, in addition to training such as Critical Thinking and Business Maturity

SKILLS

Strong analytical skill with ability to interpret data through various applications

Knowledge of Microsoft Word, Excel, Power Point

Typing 60+ WPM

Ability to listen and ask probing questions to determine what next steps need taken

Contact this candidate