Customer-Focused Claims & Service Professional

Kevinneshia Terrell

**** ***** ***, *** **, River Grove, IL 60171

n 773-***-**** ) ***********@*****.***

n Professional Summary

Motivated and customer-focused professional with over a decade of experience providing exceptional service and support in education, claims management, and retail. Adept at resolving issues efficiently, maintaining confidentiality, and building positive relationships. Recognized for reliability, professionalism, and a commitment to customer satisfaction.

n Professional Experience

Sedgwick — STD/FMLA Claims Examiner

n January 2025 – November 2025

• Managed short-term disability (STD) and family medical leave (FMLA) claims with accuracy and confidentiality.

• Served as the main point of contact for employees, healthcare providers, and HR teams.

• Ensured compliance with state and federal leave laws and company policies.

• Delivered compassionate, timely communication to support employees during leave processes. LaSalle Network / DeVry University — Contract Worker n April 2024 – December 2024

• Contacted and interviewed prospective students, assisting with the admissions process.

• Guided students through financial aid, enrollment, and orientation steps.

• Requested and evaluated transcripts and exam scores for program placement.

• Provided ongoing support to ensure student success within the DeVry community. Reliance Matrix — Claims Examiner

n January 2023 – October 2023

• Served as a liaison among clients, employees, and healthcare providers.

• Investigated and resolved claim issues while maintaining HIPAA compliance.

• Processed claims accurately and consistently met performance objectives.

• Collaborated with cross-functional teams to support employee return-to-work processes. Illinois Department of Employment Security (IDES) — Claims Specialist n January 2020 – September 2022

• Conducted claimant interviews to determine eligibility for unemployment benefits.

• Verified sensitive data and documents while ensuring confidentiality.

• Adjudicated claims, resolved escalations, and supported team operations.

• Trained and assisted team members as a chat assistant and team lead. Boost Mobile — Sales & Customer Service Representative n May 2019 – January 2020

• Delivered friendly and efficient customer service, both in-store and over the phone.

• Processed payments, activated plans, and resolved device or service issues.

• Promoted and sold products and services to meet and exceed daily sales goals. Fusion Media — Education Sales Representative

n December 2015 – October 2019

• Guided prospective students through the admissions and enrollment process.

• Matched career goals with education programs and financial aid options.

• Consistently exceeded lead and conversion metrics, maintaining a 30%+ success rate. Walmart — Customer Service / Cashier / Stocker

n February 2008 – December 2015

• Delivered efficient, friendly checkout service and assisted customers with inquiries.

• Handled payments, refunds, and exchanges with accuracy.

• Stocked and organized merchandise, ensuring a clean and safe shopping environment. n Education

Bolingbrook High School, Bolingbrook, IL

High School Diploma — June 2007

n Core Skills

n Customer Service Excellence

n Claims Processing & Resolution

n Communication & Relationship Building

n Confidential Information Handling (HIPAA)

n Admissions & Enrollment Support

n Problem Solving & Multitasking

n Sales & Upselling Expertise

n Dependable, Flexible, and Team-Oriented

n Professional Strengths

• Adapt quickly to new systems, technologies, and procedures.

• Maintain professionalism under pressure and during high-volume workloads.

• Committed to providing compassionate, accurate, and effective support to every customer.

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