Analytical Claims & Customer Service Specialist

TAMIKA STEEN

IL 708-***-**** ******.*****@**.***

Summary

To secure a position with a reputable organization that allows me to apply my strong analytical and problem-solving skills along with my passion for continuous learning. Negotiations-savvy Customer Retention Specialist accurately manages large volume of calls and inquiries. Adept at building key relationships and applying effective customer service techniques to increase sales revenue. Attentive listener committed to building strong, trusting relationships with staff and management.

Analytical Claims Specialist with proven experience investigating and resolving property, health and business claims. Delivers professional and balanced customer service and meets needs of insured, claimant and internal and external customers. Insurance expert with exceptional knowledge of legal liabilities and claims practices and superior interpersonal skills.

Skills

Leadership skills

Organizational skills

Software proficiency

Customer service skills

Interpersonal communication

Multitasking

Interpersonal Skills

Invoice Generation

Order Management

Returns processing

Order proofing

SalesForce

SAP

ACSS

OKTA

Settlement determinations

Complex claims consulting

Forms validation

Claims

Documentation review

Accident investigations

Liability denials

Claims processing

Experience

BENEFITS MANAGER 04/2025 - Current

Blue Cross Blue Shield/ HCSC - Lombard, Illinois

Managed enrollment processes for health, retirement, and wellness benefits. Collaborated with insurance vendors to negotiate plan terms and pricing. Prepared paperwork required for termination of employment related benefit coverage. Managed vendor relationships with third-party providers of benefits services. Conducted periodic audits of employee benefit records to ensure accuracy. CLAIMS SPECIALIST 01/2024 - 12/2024

Hartford insurance company - Naperville, Illinois

Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage. Researched records to evaluate claim validity and verify the existence of pre-existing conditions. Developed training materials for staff members on best practices for handling different types of claims. CUSTOMER SERVICE SUPERVISOR 01/2003 - 12/2023

VERIZON WIRELESS

Design and implement customer retention strategies to increase loyalty and retain business Collecting data about customer service trends, recording and responding to customer complaints Defusing escalated situations

Individualize coaching one-on-one

Led group coaching/training

Live review of chat sessions for goal check-ins

Assisted with onboarding processes

Used professional risk management tools to analyze potential risk and mitigation strategies within company guidelines

Assisted with training of new hires

Helped new hires navigate through internal processes, policy and procedures Troubleshooting with external/internal clients to ensure an exceptional customer experience Answered high volume calls

Resolved billing inquiries

Data entry, sales, and general Tier 1 troubleshooting Processed orders and tracked shipments to ensure accurate delivery of merchandise Performed data entry tasks related to sales, returns, accounts receivable Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction. CHAT/ MESSAGING COORDINATOR 05/2019 - 01/2022

VERIZON WIRELESS

SUPPORT COACH 10/2010 - 05/2019

VERIZON WIRELESS

CUSTOMER SERVICE 02/2003 - 10/2010

VERIZON WIRELESS

Education and Training

Strayer University - Information Technology

Cyber security, 01/2023

Everest University - Associate of Science

01/2013

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