Lorna Pratt

**** ****** ****** 210-***-****

San Antonio, Texas 78254 adzk8a@r.postjobfree.com

Executive Summary

Experienced managed professional with an excellent record of customer service and a broad range of skills that include:

• Sales experience as a Realtor

• Strong skills include: Interviewing, hiring, training, excellent people skills, superb communication skills - verbal and written.

• Excellent filing, charting, documenting, and organizational skills.

• Computer skills include: MS Word, PowerPoint and Excel.

• Proficient at running and operating office equipment.

• Strong attention to detail and amazing critical thinking skills as well as therapeutic communication skills.

An energetic, fast learning and customer service oriented self-starter who can be counted on to attain better than expected results.

Career Related Experience

ALLCAT (USAA contract) San Antonio, Texas Apr ‘19 - Dec ‘20 DRP Status Team Adjuster & Property Adjuster

• Communicated status of: Deductibles, Payments, Estimates, Assignments and other information to repair shops.

• Updated documents daily with accurate information in PLR.

• Analyzed and processed claims/denial and acceptance decision making based on company protocols and personal evaluation.

• Handled high volume of voice-mails on a daily basis; Top producer in both departments

• Reviewed independent adjuster’s report and based claim decisions on photos & estimates

• Utilized PLR and Xactanalysis to document, collaborate and process property claims. UMR- UNITED HEALTH GROUP San Antonio, Texas Jul ‘17 - Apr ‘19 Complex Customer Service Representative

• Specialize in the National Accounts Department.

• Utilize various software programs in assisting caller with questions about their benefits and providing detailed information to callers about their claim questions.

• Analyze and process claims.

• Handled high volume calls and deescalated upset callers. QUALFON-ANSWER FINANCIAL San Antonio, Texas Aug ’16 – Feb ‘17 Property & Casualty Insurance Sales Agent

• Answered incoming calls providing counseling to customers on their insurance needs.

• Sold various policies including, but not limited to auto, renters, homeowner, motorcycle and boat.

• Worked in 25 various computer Rater systems for companies including Progressive, Safeco, Foremost, Titan and many more. Mainly using ART system for issuing a quote.

• Extremely motivated in sales position and would often find ways to explain policy information in layman terms.

• Hard working and knowledgeable using creative ways to help save the customer money.

• Provided excellent customer service with a smile in my voice while enjoying the challenge of working with various types of customer personalities. METHODIST HOSPITAL San Antonio, Texas Oct ‘07 – Nov ’10 / Jul ‘02 –Dec ‘05 Patient Care Assistant

• Performed duties include caring for oncology hospitalized patients as directed by the Registered Nurse, assisted with patient activities as ordered, turned and positioned patients in bed, assisted patients up to a chair, and ambulating patients.

• Assisted patients with activities of daily living including bathing, shaving, oral care and other activities as appropriate.

• Maintained confidentiality of patients and records under HIPPA regulations. Performed ancillary blood glucose testing and documents results in medical record. Unit Secretary

• Demonstrated knowledge of medical terminology and accurately transcribed physician's orders.

• Efficient in medi-tech applications, performed various tasks that required critical thinking, good judgment, mental organization, and knowledge of office equipment operation, interdepartmental function and policy.

• Scheduled therapeutic and diagnostic procedures, multi-tasked by answering patients call lights, telephone, faxed documents, paged nurses, doctors, and support staff. Education And Certifications

• San Antonio College: San Antonio, Texas - Dean’s List

• Excelsior College: Albany, New York - Nursing

• Ashworth University: Atlanta, Georgia - Professional Pharmacy Technician Program; Diploma, GPA 4.0

• Colorado Technical University: Colorado Springs, Colorado - Associates of Science Health Services, Chancellor’s and Dean’s List, November 2011

• General Lines Agent: Life, Accident, Health, and HMO, Property and Casualty

• All Lines Adjuster’s License

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