Alexandria Ware
Savannah,United States
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Claims Representative/Customer Service Representative
Cigna HealthCare
06.2024 - Current
- Processed an average of 60 claims per day
- Reviewed and validated claim information, assessed eligibility, and determined appropriate payouts based on policy guidelines
- Collaborated with healthcare providers, policyholders, and internal teams to gather necessary documentation and resolve discrepancies
- Implemented process improvements that reduced claim processing time by 15%
- Conducted comprehensive claim investigations to identify potential fraud, leading to a 10% increase in fraud detection rates
- Managed customer inquiries and complaints with a focus on providing timely and accurate information
- Assisted clients in navigating complex insurance policies and claim procedures
- Provided training to new employees on customer service protocols and claim handling procedures
- Developed and maintained detailed records of customer interactions, ensuring compliance with company standards and data protection regulations.
Customer Service Representative
Progressive
10.2023 - 06.2024
- Maintained up-to-date knowledge of industry trends, market conditions, and regulatory changes to provide clients with accurate and relevant information and advice
- Collaborated with team members to improve customer satisfaction levels and contribute to overall company success
- Maintained accurate records of customer interactions and updated information in the CRM system
- Demonstrated strong communication skills through effective and clear correspondence with customers via phone, email, and chat
- Utilized active listening skills to understand customer concerns and provide appropriate solutions
- Proficiently handled high volume of customer inquiries and resolved issues in a timely and professional manner
- Assisted customers in resolving product or service related issues through phone, email, and live chat support
- Provided exceptional customer service by actively listening to customer concerns and offering timely and effective solutions.
Customer Service Specialist
The Hartford
07.2021 - 08.2023
- Acted as the primary liaison between commercial clients and The Hartford, providing personalized assistance and resolving inquiries related to policy coverage, billing, and claims
- Conducted thorough policy reviews and analysis to identify client needs and recommend appropriate coverage enhancements and risk management strategies
- Collaborated closely with underwriters and claims adjusters to expedite policy endorsements, renewals, and claims processing, ensuring timely resolution and client satisfaction
- Proactively communicated with clients to provide updates on policy changes, regulatory updates, and industry trends, fostering trust and loyalty
- Utilized advanced problem-solving skills to address complex client issues, escalating to management when necessary to ensure swift resolution
- Maintained accurate documentation of client interactions and transactions using The Hartford's CRM system, ensuring compliance with regulatory standards and internal protocols.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Processed insurance claims efficiently, ensuring accurate and timely resolution
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
Licensed Inbound Insurance Agent
Geico
02.2016 - 07.2021
- Demonstrated expertise in selling insurance products to customers over the phone, providing comprehensive information and personalized recommendations to meet their individual needs
- Successfully maintained a high level of customer satisfaction by ensuring prompt and accurate resolution of customer inquiries and concerns
- Utilized excellent communication and listening skills to establish rapport with customers, explain complex insurance policies clearly, and address any questions or objections effectively
- Consistently met sales targets and goals through proactive efforts to upsell and cross-sell insurance products to customers based on their coverage needs and budgetary constraints
- Proficient in handling inbound calls from customers seeking insurance quotes, processing policy changes, and assisting with claims inquiries.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
Collections Agent
Contract Callers Incorporated
04.2015 - 02.2016
- Successfully reached and exceeded monthly collection targets by effectively negotiating payment plans with customers
- Utilized various communication channels such as phone calls, emails, and letters to follow up with delinquent accounts
- Implemented innovative strategies to reduce outstanding balances and minimize bad debt losses
- Demonstrated empathy and professionalism when interacting with customers to understand their financial situations and offer suitable repayment solutions
- Maintained accurate and detailed records of all collection activities and customer interactions to ensure compliance with company policies and procedures.
Education
Bachelors of Science in Cybersecurity -
University of Maryland Global Campus At Online
Virtual09.2024
Skills
- Strong negotiation and persuasion skills
- Excellent communication and interpersonal abilities
- Proficient in using debt collection software and databases
- Knowledge of relevant laws and regulations governing debt collection practices
- Ability to work independently and prioritize tasks effectively
- Attention to detail and accuracy in documentation and record-keeping
- Resilience and persistence in handling challenging situations and difficult debtors
- Commitment to maintaining professionalism and ethical standards in all interactions
- Comprehensive knowledge of insurance products, coverage options, and policy terms
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients
- Detail-oriented and organized, with strong analytical and problem-solving skills
- Ability to thrive in a fast-paced and dynamic work environment, while maintaining a positive attitude and a customer-centric focus
- Microsoft Office
- Insurance Claims Review
- Claims Investigation
- Team Collaboration
- Time Management
Certification
- CompTIA Security+
- Certified Ethical Hacker (CEH)
- Cisco Certified Network Associate (CCNA)
References
Will provide references upon request.
Timeline
Claims Representative/Customer Service Representative
Cigna HealthCare
06.2024 - Current
Customer Service Representative
Progressive
10.2023 - 06.2024
Customer Service Specialist
The Hartford
07.2021 - 08.2023
Licensed Inbound Insurance Agent
Geico
02.2016 - 07.2021
Collections Agent
Contract Callers Incorporated
04.2015 - 02.2016
Bachelors of Science in Cybersecurity -
University of Maryland Global Campus At Online