Customer Service Team Leader

George Fletcher, Jr.

Arlington Heights, IL 708-***-**** ************@*****.***

Certified Claims Processor Team Leader

Accomplished and results-driven professional equipped with 10+ years of experience in leadership roles while working in the insurance and retail industries. Expertise in supervising a team of direct reports, improving the work performance of team members and collaborating with staff members to develop and implement cost-efficient ways to exceed monthly goals in diverse environments.

Track-record of increasing customer satisfaction, investigating claims and managing caseloads.

AREAS OF EXPERTISE

Customer Service Staff Training & Development Process Improvement Investigation Techniques

FMLA Regulations Short Term Disability Insurance Human Resource Management Revenue Generation

Strategic Planning & Implementation Case Management HIPAA Regulations Employee Productivity

Client Management Quality Management Oral & Written Communication Problem Resolution

WORK EXPERIENCE

TEAM LEADER 2018 – 2025

Sedgwick Chicago, IL

Received a promotion from Leave of Absence Coordinator to Advocate Coordinator Specialist in 2022 for consistently achieving goals and objectives.

Increased the accuracy of data entered into the database system and claims processing by thoroughly reviewing and analyzing documents of claims.

Improved customer satisfaction by resolving escalated inquires for all lines of business, including FMLA, accommodations and disability claims, within a timely manner while providing outstanding customer service.

Facilitated claim resolutions with claimant, human resources managers, treating physician’s office, clients and other callers while complying with company rules and regulations.

Spearhead the management of the claims process that entailed requesting information from claimants and reviewing and analyzing medical information such as diagnostic tests, office notes and operative reports.

Enhanced productivity by streamlining the claims process to determine eligibility, certification and payment calculations and make timely case decisions based on service expectations.

Facilitated bi-weekly team meetings to educate team members on how to improve work performance, drive revenue and enhance customer satisfaction.

Directed daily operations that entailed providing daily, weekly and monthly key reports to management, informing team members of daily assignments, reviewing time cards and answering escalation calls and inquiries.

Educated team members on Family and Medical Leave and short term disability rules and regulations to ensure a clear understanding of each topic.

Contributed to creating a team that provided quality services by assisting management with hiring and training team members and providing constructive feedback.

SENIOR GUEST SERVICE TEAM LEADER 2016 – 2018

Target Palatine, IL Niles, IL Sandy Spring, GA

Drove the annual revenue by spearheading daily operations that entailed educating team members on topics such as customer service and sales and marketing strategies.

Skyrocketed customer satisfaction by answering inquiries and resolving issues within a timely manner while providing great customer service.

Improved the work performance of team members by providing ongoing quality trainings and constructive feedback to ensure tasks were accurately and efficiently completed.

Reduced operational costs by identifying cost-efficient ways to streamline processes and procedures while adhering to company standards.

Boosted daily sales by creating appealing merchandise displays throughout the store and encouraging customer feedback regarding products.

TEAM LEADER 2015 – 2016

Adidas Originals Lenox Atlanta, GA

Enhanced the annual profit margin revenue by directing the daily operations entailing assisting customers with locating items and encouraging associates to interact with patrons.

Key contributor of increasing daily sales by training team members on sales and marketing techniques and coordinating and promoting marketing events.

Contributed to increasing customer satisfaction by encouraging feedback on what types of items to sell to ensure items would be available for purchase.

Saved on costs by collaborating with members of management to develop and implement strategic decisions for optimal store operation.

EDUCATION

Claims Progression Program Sedgwick University 2019

George Fletcher, Jr., Page 2

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