Alexandra Spruell
Summary
Experienced with analyzing and managing records for accuracy and compliance. Utilizes information systems to streamline data processes and ensure confidentiality. Knowledge of industry regulations and best practices, ensuring high standards in all documentation. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards. Expertise includes digital marketing, community management, and brand development. Consistently delivers measurable results and enhances online presence. Highly organized and detail-oriented professional passionate about executing exceptional events that achieve established goals. Experience with planning, budgeting and coordinating wide variety of both small-scale and large-scale events. Strong communicator and negotiator able to foster relationships with key stakeholders and vendors.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Claims Specialist
Advanced Call Center Technologies
01.2022 - 09.2024
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, bodily injury, liability disputes, and more.
- Documents what is asked by the company using multiple online systems to verify information.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Event Coordinator
Singleton Centre
03.2018 - 12.2021
- Coordinated schedules and timelines for events.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Managed event logistics and operations.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Optimized workspace organization with well-maintained equipment inventory such as keyboards, computers, and printers.
- Strengthened client relationships through professional communication via email, phone calls, or written correspondence when necessary.
- Improved office workflow by cross-training in other administrative functions, providing backup support as needed.
Customer Service Representative
Manpower for Advertising Services Agency
09.2015 - 02.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts -
University of Tennessee At Martin
01.2016
Associate of Arts -
Lane College
01.2012
High School Diploma -
Southwind High School
01.2010
Skills
- Claims Processing
- Verbal Communication
- Microsoft Office
- Documentation Review
- Customer Service
- Critical Thinking/Conflict Resolution
- Data Entry
- Customer Relations/Support
- Time Management
- Microsoft PowerApps
- Computer Troubleshooting
- Active Listening
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved workplace conflicts which led promotion.
- Supervised team of 12 staff members.
- Planned over 36 events in 2019.
- Cut event costs by average of $974 through strategic negotiations with vendors.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Certified Coding Specialist (CCS) - American Health Information Management Association (AHIMA).
- Certified Event Planning Specialist (CEPS) - National Career Certification Board.
- Adobe Certified Expert (ACE) in Adobe Photoshop, InDesign, or Premiere Pro – Adobe.
- Microsoft Certified, Modern Desktop Administrator Associate - Microsoft.
- Certified Customer Service Professional (CCSP) - National Customer Service Association.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Claims Specialist
Advanced Call Center Technologies
01.2022 - 09.2024
Event Coordinator
Singleton Centre
03.2018 - 12.2021
Customer Service Representative
Manpower for Advertising Services Agency
09.2015 - 02.2018
Bachelor of Arts -
University of Tennessee At Martin
Associate of Arts -
Lane College
High School Diploma -
Southwind High School