Akhirah Stephenson
Atlanta Metro,GA
Summary
Motivated professional with over 10 years of experience specializing in strengthening and building customer relations through attentive service and proactive dispute resolution. I thrive on challenges and adapt quickly to new environments, leveraging my skills, experience, and education to innovate, improve, and drive results within companies.
Overview
9
9
years of professional experience
Work History
Claim Specialist
State Farm
Dunwoody
01.2022 - Current
- Conduct comprehensive investigations into insurance claims to identify and resolve potential fraud indicators, as defined by the National Insurance Crime Bureau.
- Perform recorded statements with involved parties and analyze claim-related media and documents, including E-911 calls, police reports, phone records, and medical records.
- Respond to attorney demands and manage complex claim files to resolve potential fraud indicators.
- Collaborate with legal counsel, experts, and leadership to gather information and support detailed claim reviews.
- Prepare and submit detailed investigative reports within specified timelines, ensuring accuracy and clarity.
- Stay informed on industry trends, best practices, and state regulations to enhance investigative practices.
- Share insights with other departments to support the organization's overall fraud prevention strategies.
Customer Service Representative
Hyundai Doosan Infracore
Suwanee
03.2020 - 05.2022
- Managed relationships with over 150 dealerships in North America through ongoing communication and support.
- Assisted in locating and identifying equipment parts using specialized software, publications, and manuals.
- Resolved inquiries related to parts orders, including availability, back orders, pricing issues, returns, and system errors.
- Processed claims, surplus returns, and disputes, ensuring alignment with current policies.
- Utilized Salesforce to manage dealership requests and escalated issues to engineers, as needed.
Dedicated Account Specialist
VWR International LLC
Suwanee
06.2017 - 03.2020
- Managed sales and high-profile customer communication through calls, emails, and live chat, handling expediting, order troubleshooting, invoicing, credits, and billing disputes.
- Identified root causes of product or service problems, executed resolutions, and ensured customer satisfaction through follow-up.
- Collaborated with senior sales representatives to address pricing and customer concerns.
- Recommended process improvements to streamline operations and enhance efficiency.
- Maintained performance metrics, including schedule adherence, productivity standards, and service quality.
Fraud Investigator
VWR International LLC
Suwanee
05.2016 - 06.2017
- Monitored and investigated suspicious and fraudulent activity to determine legitimacy.
- Trained team members on effective methods for detecting and preventing fraud.
- Notified customers of questionable account activity, addressed concerns, and provided guidance on loss prevention.
- Worked with senior management to develop and implement new monitoring processes for guest orders and fraudulent activity.
- Updated Standard Operating Procedures to align with current business requirements.
- Implemented a zip code verification network-wide, resulting in a 50% reduction in fraudulent activity.
Customer Care Expert
VWR International LLC
Suwanee
09.2015 - 05.2016
- Acted as the primary point of contact for customer inquiries regarding orders, shipments, returns, and products.
- Coordinated with internal departments to ensure timely fulfillment of customer requests.
- Generated competitive price quotes while maintaining company profit margins.
- Analyzed customer satisfaction data and provided feedback to management on service issues.
- Maintained records of calls, orders, customer details, and related information in a database.
- Provided leadership and support to the team in India during operational challenges, and shared best practices.
Education
Bachelor of Arts in Criminal Justice -
Kean University
01.2013
Skills
- Logical & Critical Thinking
- Process Improvement
- Research & Analysis
- Conflict Resolution
- Team Leadership
- Planning & Execution
- Collaboration
- New Hire Training
Timeline
Claim Specialist
State Farm
01.2022 - Current
Customer Service Representative
Hyundai Doosan Infracore
03.2020 - 05.2022
Dedicated Account Specialist
VWR International LLC
06.2017 - 03.2020
Fraud Investigator
VWR International LLC
05.2016 - 06.2017
Customer Care Expert
VWR International LLC
09.2015 - 05.2016
Bachelor of Arts in Criminal Justice -
Kean University
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