Alana Pendleton
Ridgeland,MS
Summary
With years of experience in the insurance industry, a history of managing claims and risk analysis in the insurance industry. Strengths include in-depth knowledge of insurance policies, contract interpretation and negotiation skills. Previous roles involved streamlining claim processes, reducing errors and improving customer satisfaction. Demonstrates strong leadership abilities coupled with high ethical standards.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Engagement Specialist
Carenet Healthcare
Remote
12.2023 - Current
- Conducted outbound and received inbound calls to schedule healthcare evaluations.
- Achieved high appointment scheduling rates for Medicare and Medicaid plans.
- Explained and educated on benefits, ensured customer satisfaction, and resolved healthcare concerns.
- Identified and resolved potential issues through thorough research and extensive outreach.
- Contributed to team success and continual improvement by maintaining punctuality and dedication
Inbound Fraud Specialist
U.S. Bank
work at home
06.2022 - 09.2023
- Promptly addressed inquiries regarding possible fraudulent activities reported by customers or stakeholders.
- Investigated and analyzed complex financial transactions for fraudulent activity.
- Monitored transactions for irregularities or discrepancies.
- Maintained an up-to-date knowledge of relevant laws, regulations, industry practices
- Handle inbound calls for debit and corporate card customers regarding suspicious activity.
- Blocked or placed lost/stolen statuses on debit accounts to prevent financial loss.
- Initiated fraud claims and provided information on existing claims.
- Collaborated with multiple departments to resolve fraud and dispute issues.
- Reviewed customer accounts, documents and electronic records to detect suspicious activities.
- Ensured compliance with all applicable laws, regulations, standards and guidelines pertaining to anti-fraud efforts.
- Input information regarding fraud investigations into detailed reports for submission to clients.
- Communicated with customers and company personnel, utilizing active listening, and interpersonal skills.
Customer Experience Representative Retention
Comcast
Ridgeland
08.2020 - 02.2022
- Retained customers who wanted to disconnect or downgrade services
- Conveyed messages through both inbound and outbound phone conversations efficiently
- Resold Comcast products and services to rebuild customer relationships, identifying unstated needs and selling missing lines of business
- Positively positions Comcast products against competitive offerings, relates well to customers, and acts in the best interest of both customers and the company.
- Identified reasons for request to disconnect, overcame concerns and objections, resolved customer complaints and concerns
- Serves as a product consultant and brand ambassador, endorsing and marketing cable, internet, home security, mobile, and voice services
- Efficiently multitasked between various tools and systems
- Achieves established goals and performance.
- Performed service initiation, restoration, disconnection, and transfer for customer relocations.
- Troubleshot and provided technical support to customers
- Provided exceptional customer service to clients
- Utilized knowledge of systems to input appropriate data, ensuring accuracy through thorough editing.
Life Insurance Agent
Lincoln Heritage Life Insurance Company
Jackson, MS
05.2017 - 06.2018
- Established strong relationships and achieved high sales results for final expense life insurance products
- Implemented marketing strategies through seminars, referrals, social media, and leads.
- Presented and explained insurance policy options to clients
- Negotiated and finalized rates for final expense insurance sales
- Delivered outstanding customer support
- Managed a range of financial transactions, such as checks, applications, and money orders
- Sold insurance from home office, covering the entire state of Mississippi
- Entered information, performed data entry, and uploaded documents to the home office.
Insurance Producer
American Income Life
Ridgeland, MS
12.2009 - 05.2011
- Sold life and accidental insurance to clients
- Made calls to customers and setup appointments
- Traveled around the state of Mississippi to appointments
- Be competitive and goal oriented to meet weekly goals and bonuses
- Called people in for interviews
- Meet quotas
- Provide excellent customer service and build rapport with clients.
Education
Business Administration -
Hinds Community College
Jackson, MS01.2010
Life, Accident, Health Insurance -
RBS Solutions
Jackson, MS01.2010
High School Diploma -
Lanier High School
Jackson, MS01.2008
Skills
- Decision-Making
- Needs Assessment
- Excellent Communication
- Technical Issue Troubleshooting
- Attention to Detail
- Social Media Marketing
- Professionalism
- Public Speaking
- Writing, editing, and proofreading
- Organizational Skills
- Reliability
- Email Blasts
- Task Prioritization
- Customer Service
- Active Listening
- Multitasking
- Communication
- Detail Oriented
- Organization
- Microsoft Office
- Time Management
- Fast Learner
- Computer Skills
- Data Entry
- Research
- Troubleshooting
- Problem-Solving
- Analytical Thinking
Languages
English
References
- Reda Ainsworth, UNIVERSITY OF MISSISSIPPI MEDICAL CENTER, INFORMATION SYSTEM, 601-574-4714
- Jewel Bracey, UNIVERSITY OF MISSISSIPPI MEDICAL CENTER, INFORMATION SYSTEMS, 601-919-6444
- Michael Box, UNIVERSITY OF MISSISSIPPI MEDICAL CENTER, 601-815-5059
- Ann Fox, UNIVERSITY OF MISSISSIPPI MEDICAL CENTER, 601-624-9421
- Danny Umbertone, AMERICAN INCOME LIFE, 601-714-1096
- Paige Vaughn, COMCAST, 601-497-5084
- Aaron Levy, COMCAST, 601-421-5193
- Asma Sarai, U. S. BANK, 913-725-6555
- Sabrina Rodriguez, Carenet Healthcare, sdr0819@carenethealthcare.com, 800-809-7000
Certification
- Life, Accident, and Health
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Engagement Specialist
Carenet Healthcare
12.2023 - Current
Inbound Fraud Specialist
U.S. Bank
06.2022 - 09.2023
Customer Experience Representative Retention
Comcast
08.2020 - 02.2022
Life Insurance Agent
Lincoln Heritage Life Insurance Company
05.2017 - 06.2018
Insurance Producer
American Income Life
12.2009 - 05.2011
Business Administration -
Hinds Community College
Life, Accident, Health Insurance -
RBS Solutions
High School Diploma -
Lanier High School
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