Amanda Thomas
Ladonia,TX
Summary
Results-oriented insurance processing and HR management professional with extensive experience at Tata Consultancy Services. Demonstrated excellence in claim processing and customer service, resulting in notable enhancements in customer satisfaction metrics. Proficient in underwriting and team building, focused on driving continuous improvement while ensuring compliance with state regulations.
Overview
22
22
years of professional experience
Work History
Premium Insurance Processor /Life Claims Assistant
Transamerica Life Insurance Company
Plano, USA
06.2017 - Current
- Process life insurance loans and escalate customer requests for a particular book of business.
- Process manual calculation sheets for some products, and manual check requests.
- Ensuring all proper documentation is in place, such as POA-signed requests.
- Research issues with checks before reissuing to the customer.
- Multi-task in a high-volume environment daily.
- Maintain excellent internal and external communication with TPAs, banks, and customers via email daily.
- Maintain a working knowledge of administration systems and processes.
- took inbound calls, answering customer questions regarding insurance policies.
- Trained and coached new employees.
- I listened to and scored calls, and gave feedback as necessary.
- First contact for death claims gathered the necessary information for the claim examiners.
- Follow up with calls or emails for any lacking claim information?
- Process cancellations/escalated.
- Process death and member cancellations.
- Developed strategies for improving customer satisfaction by providing excellent service.
- Reconciled discrepancies between system records and paper files.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Assisted in training new employees on company policies and procedures.
- Investigated complex claim issues involving multiple parties or jurisdictions.
- Precisely calculated refunds, premiums, and adjustments.
- Entered data into computer systems accurately and efficiently to update records.
- Ensured all documentation was complete, accurate, and compliant with applicable laws.
HR Assistant/Center Coordinator
Learning Care Group
The Colony, USA
08.2008 - 06.2017
- In charge of the day-to-day operations of 11 schools within the district.
- Manage the hiring process for a total of 11 schools, from managing job postings to interviews to offers.
- Updated employee database with changes in job title, salary information or contact details.
- Responsible for ensuring compliance with all background checks.
- Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
- Assisted with the development of training programs for staff members.
- Prepared and set up new employee orientations.
- Coordinated new employee onboarding with orientation scheduling and preparation.
- Coach and counsel employees on an as-needed basis.
- Creating and giving mid-year and yearly reviews, and raises, to all employees.
- Responsible for ensuring that all new hires are trained and compliant, per state guidelines.
- Oversee the P&L for the entire center, and ensure budget guidelines are met 100% of the time.
- Responsible for making quick, on-the-spot decisions for the school.
- Provide excellent customer service to all parents by ensuring that their children’s day-to-day needs are taken care of.
- Answer all parents' questions, and resolve any issues that may arise throughout the day.
- Ensure the facilities are maintained according to state guidelines.
- Process payroll for all 11 schools, and resolve any issues that arise with employees' paychecks.
- Responsible for taking payments from parents, and reconciling all accounts.
- Provide in-classroom help on an as-needed basis.
Assistant Director
Primrose School of Castle Hills
Carrollton, USA
03.2003 - 09.2008
- Assisted with all front end office staff responsibilities
- Responsible for taking payments from parents and reconciling all accounts
- Responsible to collect on all past due parent accounts and have discussions with those parents
- Assisted in the classroom on an as needed basis
- Ensured the center was up to par and in line with state guidelines at all times
- Coach/counseled the staff as needed
Education
High School Diploma -
The Colony High School
The Colony, TX05-1996
Skills
- Insurance terminology
- Underwriting
- Policy review
- Claim processing
- Analytical skills
- Customer service
- Paperwork processing
- Microsoft office
- Document review
- Dispute resolution
- Attention to detail
- Team building
- Professionalism
- Continuous improvement
- Claims investigation
Timeline
Premium Insurance Processor /Life Claims Assistant
Transamerica Life Insurance Company
06.2017 - Current
HR Assistant/Center Coordinator
Learning Care Group
08.2008 - 06.2017
Assistant Director
Primrose School of Castle Hills
03.2003 - 09.2008
High School Diploma -
The Colony High School