Operations Support & Claims Recovery Specialist

Verketia Hufnagel

Metamora, MI ***** 313-***-**** ************@***.***

OPERATIONS SUPPORT SPECIALIST

Dedicated, highly experienced, results-driven operations support professional offering expertise in executing efficient claims support, payment recovery, customer service, and process improvements. Innovative business partner, effective communicator, and problem-solving project manager known for building strong partnerships to analyze data, streamline efficiencies, improve processes, optimize productivity, and support critical business activities. Collaborative leader and resourceful team contributor with numerous awards, and accolades, and demonstrated success in directing diverse, cross-functional teams to support community service, troubleshoot / resolve issues promptly, deliver excellence in customer relations and operational efficiency, driving the attainment of company initiatives. CORE COMPETENCIES

Customer Service Negotiations / Payment Plan Facilitation Documentation Communication Correspondence Handling Leadership Team Collaboration Problem-Solving Critical Thinking Training Mentoring Client / Partner / Stakeholder Engagement

TECHNICAL PROFICIENCIES

Workday Kronos timekeeping Data Entry Chase Credit card payment processing Claims Processing Payment Recovery Conflict Resolution Community Engagement / Volunteerism Requirements Assessments Troubleshooting Quality Assurance Risk Identification / Mitigation Compliance Analytics

Metrics Legal / Regulatory Guidelines

EXPERIENCE

ALLSTATE INSURANCE COMPANY January 2010 – March 2025 Claims Support Recovery Payment Specialist, March 2022 – March 2025 Processed recovery payments for overpayments or returned payments owed to Allstate.

• Handled inbound and outbound calls with customers, vendors, and attorneys to discuss overpayment matters.

• Contacted customers, vendors, or attorneys to resolve overpayment issues and provided necessary information.

• Negotiated and established payment plans or facilitated full repayment of overpayments.

• Executed a document recovery process for details and customer interactions in the NextGen Claims system.

• Accepted and processed credit card payments through the Chase payment portal.

• Prepared and sent emails and formal letters to customers regarding outstanding overpayments.

• Created and managed tasks related to payment processing and payment plan arrangements.

• Cleared system alerts and updated records once overpayments were fully resolved.

• Assisted with training and mentoring new employees, fostering a team-oriented environment.

• Developed strong relationships with clients and internal stakeholders to improve efficiency in claims and payment resolution.

Claims Support Associate II, March 2012 – March 2022 Served as a Timekeeper.

• Supported the Facility Manager.

Claims Support Associate I, January 2010 – March 2012 Served as a Mail Clerk.

• Completed equipment inventories.

• Executed as the Control Operator for 3 Market Claims offices. ADDITIONAL RELEVANT EXPERIENCE

ALLSTATE INSURANCE COMPANY

Claims Support Associate I File Clerk, Claims Support Verketia Hufnagel ************@***.*** Page 2

EDUCATION

Coursework

Wayne State University 2 years

AWARDS

• Distinguished Performer Awards (DPA) / Trips in recognition of excellence in performance and contributions to the company, Dates

• Leadership Awards in acknowledgment of outstanding leadership and dedication to company goals. VOLUNTEER AFFILIATIONS

• Allstate Helping Hands, Volunteer, Assisted in various company-led initiatives to support communities

• Forgotten Harvest, Volunteer, Aided with food distribution for families in need.

• Toys for Tots, Volunteer, Participated in donation drives for underprivileged children during the holidays.

• Feeding the Homeless for Thanksgiving, Volunteer, Dedicated to providing meals to those in need during the holiday season.

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