Angela Brooks
Claim Specialist
Columbus,GA
Summary
Experienced Claim Associate with background in handling and processing diverse types of insurance claims. Proven ability to investigate, evaluate, negotiate settlements while ensuring compliance with company policies. Strengths lie in strong analytical skills, customer service orientation, and ability to work under pressure. Previous roles demonstrated success in reducing claim costs and maintaining client satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist II
Convergys
Columbus, GA
10.2017 - 07.2024
- Answered incoming customer inquiries regarding product and service information.
- Processed returns, refunds, exchanges according to company policies and procedures.
- Provided excellent customer service by responding to inquiries and resolving complaints in a timely manner.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Addressed customer questions and concerns regarding products and services.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Updated databases with new and modified customer data.
Claim Associate
Allstate Corp
Pisgah Forest, NC
03.2011 - 10.2017
- Negotiated liability assessments with third-party insurance companies.
- Handled all auto claims as sale liability claims adjuster for small insurance office; averaged 100 per month.
- Obtained medical records from providers.
- Process auto, home, and catastrophe claims.
- Work with lienholders and gap insurance companies in order to pay off the insured's auto loan.
- Answer inbound calls, make outbound calls, and build rapport with customers in a fast-paced call center environment while providing effective customer service techniques that involve fair prompt processing of claims.
- Reviewed and processed incoming insurance claims to ensure accuracy and completeness.
- Verified policyholder information to ensure that claims were paid correctly.
- Provided customer service by responding promptly to telephone inquiries about claim status.
- Reported any fraudulent activities or suspicious activity regarding insurance claims.
- Documented all pertinent claim information in the internal database system.
- Maintained up-to-date knowledge of industry trends, policies and procedures related to claims processing.
- Performed data entry functions into the computer system accurately and efficiently.
Education
Bachelor of Science - Business Management
Strayer University
Atlanta, GA06-2006
High School Diploma -
Humphreys County High School
Belzoni, MS05-1993
Skills
- Report Generation
- Complaint resolution
- Account Management
- Customer Retention
- Customer Service
- Excellent Communication
- Insurance Coverage Verification
- Policy Review
- Multitasking
- Patient Rapport
- Claims Processing
- Organizational Skills
- Active Listening
- Adaptability and Flexibility
- Microsoft Office
- Relationship Building
- Appointment Scheduling
- Coverage Determination
- Critical Thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
English
Advanced (C1)
C1
Interests
Reading
Traveling
Volunteering
Fitness
Software
Office Suites
Microsoft Office
PowerPoint
Adobe
Quote
We are a Church that is Kingdom-minded and where Christ is exalted.
We are a generation of Faith and Family.
Timeline
Customer Service Specialist II
Convergys
10.2017 - 07.2024
Claim Associate
Allstate Corp
03.2011 - 10.2017
Bachelor of Science - Business Management
Strayer University
High School Diploma -
Humphreys County High School