Customer Service Analyst Ii

Adena M. Owens

919-***-**** *****.*****@******.***

PROFESSIONAL SUMMARY

A self-motivated, forward thinking, analytical leader and team player with robust background in customer service. I have proven track record of success in every area of business I have exhibited my skills in. From managing multiple teams to exhibiting my self- motivating behavior in my work, I have grown my knowledge and vast skill set to make sure my team always succeeds.

EMPLOYMENT HISTORY

Claims Analyst II Towne Park LLC Hybrid April 2024 – Present

●Analyze and process moderately complex insurance claims in accordance with company policies, procedures, and regulatory requirements.

●Review claim documentation to verify accuracy, completeness, and eligibility of submitted claims.

●Utilizing Salesforce claims management software and data systems to document claim details, track status and maintain accurate records.

●Negotiating charges with various vendors

●Confidently advising clients of the liability decision

●Completing contentions to complete Arbitration files.

●Contributing to formation of Claims Department

Claims Specialist State Farm Remote June 2022 – Present

●Establish liability in automobile losses

●Investigate the facts of the loss to establish liability in losses

●Documenting claim files efficiently

●Negotiating charges with various vendors

●Confidently advising clients of the liability decision

●Implementing repeatable processes to achieve maximum interactions within files

●Managing stress levels in a high paced, task-driven environment

Administrative Clerk USDA Forest Service Remote March 2022 – June 2022

●Executed processing of timesheets and reimbursement forms for volunteer firefighters

●Maintained daily spreadsheets via Excel

●Operated several government systems

Stay At Home Mom Bailey Household November 2015 – June 2022

●Managed budgets

●Facilitated conflict management

●Executed a repeatable process to obtain maximum outcomes of daily processes

Head Teller Citibank Washington, DC August 2014 – November 2015

Managed a team of 2-3 tellers

Redesigned teller handling processes

Optimized customer experience(s) when interacting with tellers

Streamlined Head Teller duties

CORE COMPETENCIES

Multi-Task Efficient Team Player Strategic Planner Time Management Problem Solving Skills Compiling Reports Finance Supporting Management 20+ years of Customer Service Critical Thinking Liability Adjusting

EDUCATION

Arundel Senior High School, High School Diploma, Gambrills, MD

CERTIFICATIONS

PROFESSIONAL DEVELOPMENT & TRAINING

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) 10-key PC Mac Lexis Nexis WPM: 60

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