ANESHA HAUGHTON
Philadelphia,P.A
Summary
Seasoned Claims Representative with a proven track record at INTERNATIONAL SOS GOVERNMENT SERVICES, excelling in high-volume call environments. Expert in Microsoft Office Suites and customer service, achieving significant improvements in customer satisfaction. Demonstrates exceptional problem-solving abilities and a professional demeanor, ensuring compliance and enhancing client relations.
Overview
18
18
years of professional experience
Work History
Claims Representative
INTERNATIONAL SOS GOVERNMENT SERVICES
02.2022 - 02.2024
- First point of contact to provide a full range of operational support to beneficiaries seeking to access their Tricare Overseas Program
- Respond to inbound calls from beneficiaries based around the world, who want to access medical services
- Assist beneficiaries and provide claim inquiries and help resolve problem cases
- Resolve claim issues on behalf of providers and beneficiaries, working with INTL SOS teams to ensure timely and accurate resolution
- Answer all inbound calls promptly using the prescribed protocols and ensuring complete resolution
- Make outbound calls to follow up with beneficiaries and providers on claims queries when appropriate
- Actively promote electronic claims submission and payment solutions and other self-servicing products
- Demonstrating a professional, positive, caring, and empathetic approach when assisting beneficiaries
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
Customer Care Representative / Call Center
FREEDOM MORTGAGE CORPORATION
02.2016 - 03.2021
- Answers inbound and make outbound calls and work calls from the Message Center and respond to Customers' requests within established timelines in order to maintain service level expectations and deliver quality service to customers
- Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
- Maintains confidentiality of customer's nonpublic information
- Provides information and knowledgeable assistance regarding mortgage loans by retrieve loan information and provide customers their information quickly and efficiently
- Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately
- Provides written and verbal responses to customer inquiries as needed
Customer Service Associate/Call Center
BAYVIEW LOAN SERVICING
02.2014 - 12.2015
- Responsible for utilizing last contact and other reports to attempt and complete Quality Right Party contact with borrowers in compliance with guidelines to be issued
- Heavy Phone work up to 200 outbound calls per day
- Maintain record of calls utilizing LMC system
- Transfer calls to the appropriate Asset Manager once contact is made
- Discuss reason for default and intention for property if Asset Manager is unavailable
- Review and analyze incoming documents for completeness
- Special projects as assigned by the Asset Manager or Manager of Asset Management
Customer Service Representative/Call Center
JG WENT WORTH
01.2012 - 12.2013
- High volume of incoming calls to assist clients in getting cash advances
- Assist clients with applications in getting cash advances for Pre-settlement cases
- Follow up with clients for additional information
- Provided great customer service to clients daily
- Assisted customers with billing discrepancies
- Provided outstanding customer services
- Forwarded escalated calls to the proper departments for resolution
Customer Service/Collection Agent
WELLS FARGO BANK
02.2009 - 12.2011
- Collect on overdrawn personal checking, saving and commercial accounts
- Managed collection efforts with high level of persuasiveness and professionalism
- Negotiated payments, while continuing to build a positive relationship with customers
- Offset accounts and take payments over the phone to bring accounts current
- Maintained and exceeded daily and monthly goals and also exceeded monitoring scores
- Worked collaboratively within a team oriented call center
- Provided outstanding customer retention
Customer Service /Call Center
PECO ENERGY COMPANY
04.2007 - 12.2008
- Handled inquiries, complaints and resolve complex issues in a high volume call center
- Managed a high volume workload with a deadline - driven environment
- Demonstrated ability to diffuse difficult customer situation with ease
- Updated customers information in a timely manner as needed
Customer Service Agent
SERVISAIR GLOBE/AIR FRANCE
12.2005 - 02.2007
- Assisted flight crew members to ensure a safe and reliable operation
- Generated flight reservations using airline computer systems and issued airline tickets and boarding passes
- Greeted passengers, issue tickets, provided seat assignments, checked baggage and rebooked tickets
- Escorted passengers and special need customers, all in a prompt and friendly manner
- Provided excellent customer service
Education
Business Administration - Major
Community College of Philadelphia
06.2019
Skills
- Microsoft Certified Professional
- PC Proficient
- Microsoft Office Suites
- Customer Service Professional
- CRM
- Slack
- Collections/Billing
Accomplishments
Customer Retention: Assisted in launching a customer loyalty initiative that boosted repeated customers by 20%.
Positive Customer Experience: Assisted in facilitating a campaign to gather and showcase customer testimonials, resulting in an increased trust and engagement from prospective clients.
Timeline
Claims Representative
INTERNATIONAL SOS GOVERNMENT SERVICES
02.2022 - 02.2024
Customer Care Representative / Call Center
FREEDOM MORTGAGE CORPORATION
02.2016 - 03.2021
Customer Service Associate/Call Center
BAYVIEW LOAN SERVICING
02.2014 - 12.2015
Customer Service Representative/Call Center
JG WENT WORTH
01.2012 - 12.2013
Customer Service/Collection Agent
WELLS FARGO BANK
02.2009 - 12.2011
Customer Service /Call Center
PECO ENERGY COMPANY
04.2007 - 12.2008
Customer Service Agent
SERVISAIR GLOBE/AIR FRANCE
12.2005 - 02.2007
Business Administration - Major
Community College of Philadelphia
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