ANGELA L. MILNER
Licensed Claims Adjuster
Fayetteville,Ga
Summary
SKILLED CUSTOMER SERVICE TEAM LEAD AND SALES CONSULTANT PROVIDING SALES, MARKETING, PROCUREMENT, AND CUSTOMER SUPPORT IN THE TELECOMMUNICATIONS INDUSTRY. EXTENSIVE EXPERIENCE IN TEAM TRAINING AND MOTIVATIONAL LEADERSHIP, COACH, AND TEAM DEVELOPMENT, KPI MONITORING AND DATA ANALYSIS, AND CUSTOMER RELATIONS AND SALES STRATEGIES. SELFMOTIVATED INDIVIDUAL OFFERING EXCELLENT SKILLS IN GUEST RELATIONS AND UPSELLING PRODUCTS AND SERVICES. WORKS INDEPENDENTLY AND ADAPTS TO CHANGING CIRCUMSTANCES IN A TIMELY MANNER. INDEPENDENT PROBLEM SOLVER WHO IS MOTIVATED TO HELP CUSTOMERS. PURSUING SIMILAR POSITION WHERE SKILLS IN ISSUE RESOLUTION WILL BE EMBRACED. CONTINUALLY EXCEEDS EXPECTATIONS BY BUILDING VALUABLE RELATIONSHIPS AND WORKS WELL WITH PEOPLE AT ALL LEVELS OF AN ORGANIZATION, INCLUDING MANAGEMENT, TEAM MEMBERS, AND CUSTOMERS.
Overview
14
14
years of professional experience
Work History
Student
Adjuster Pro All Lines Training
01.2024 - 10.2024
- Adjusters Pro is the nations leading online training and licensing provider for insurance claims adjusters.
- I have completed a 40 hour course that strategically train and equipped to succeed in the industry, bringing hope in the midst of loss.
- Embraced diverse learning opportunities, demonstrating adaptability and quick grasp of new concepts.
- Consistently met deadlines and exceeded expectations.
Claims Specialist
State Farm Auto Claims
01.2022 - 01.2024
- Independent problem solver who is motivated to help customers
- Highly organized individual that analyze complex claims and use my problem-solving skills to find the best solution
- Responsible for examining and evaluating claims and providing exceptional customer service
- Responsible for managing claims from start to finish and ensuring that customers receive accurate and timely payments
- Experience in the insurance industry, highly organized and detailed-oriented with excellent customer service skills
- Licensed Claims Adjuster
- Works independently and adapt to changing circumstances in a timely manner.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Overpayment Specialist
GA Department of Labor
01.2021 - 01.2022
- Organizes priorities and assigns work, monitors status of work in progress and inspects completed work
- Responsible for the oversight of discovery validation, and recovery of claim overpayments
- Manage recovery plan by assigning specialist to track recovery efforts
- Partner with network representative to resolve overpayments and arrange for timely manner
- Manager relationship with collection vendors
- Partner with vendor to validate overpayments and manage invoices.
Senior Account Specialist-Customer Service Lead
AT&T
01.2019 - 01.2021
- Initially recruited as a Customer Service Representative before being promoted to Customer Service Team Lead due to exceptional performance and demonstrated leadership skills
- Providing training, coaching, development, and performance management of new and tenured call center representatives including how to handle escalations and implement manager call backs for customer resolve
- Submitting weekly reports on month-to-date utilization's and coaching opportunities for the team to excel in reaching their goals as well as conducting daily team meetings on hitting targets and voice of the customer resolutions
- Using visual aids and PowerPoint presentations to assist with training and trainees needs, providing feedback to the team on how to add on sales, and conducting daily WEBEX meetings or demonstrations on Corporate Applications
- Providing education on company systems including Telegance, CCKM, and OPUS, training team members on the steps for building rapport, and leading trainee call reviews to provide feedback or clarification on elevating their skills
- Handling escalations and manager call backs, providing floor support while new hires took calls, and delivering department and call center feedback to ensure all partners are driving to a positive support experience
- Working with managers and employees to manage the floor and handle escalations as well as overseeing advanced network services and working on the technical side of customer service issues
- Delivering clear, straightforward resolutions that were noted in both the Biller and Clarify for other supporting frontline representatives should the customer have additional questions regarding case closure
- Proactively collaborating with internal partners and vendors to resolve customer concerns appropriately and efficiently to help drive an effortless customer experience by driving them to resolution with product management teams
- Applying expertise in multiple systems used for orders, payments, billing, product delivery, returns, and business profiles while providing feedback to ensure Al partners are delivering a positive support experience.
Site Supervisor
M.P. Painting and Renovations, LLC
01.2017 - 01.2019
- Directs executive and financial functions of all Businesses that are booked for the month
- Strong time management and multi-tasking abilities
- Strong general knowledge of property maintenance
- Customer service oriented; Travel to multiple areas of Florida to start and finish renovation assignments by high profiled businesses
- Handled everything that occurs daily in a rental property, such as ensuring that the owners' goals are met by managing rent, tenants, maintenance, budgets, and rental property records
- Kept the property in safe and habitable condition; Responsible for the physical management of various properties, including regular maintenance and emergency repairs
- Upheld schedule requirements and quality demands with hands-on project supervision.
Procurement Manager
Aramark Uniform Services
01.2011 - 01.2017
- Responsible for ensuring that Aramark Uniform Services has a clear strategy when purchasing goods and services
- Set policies for purchasing that take into account budgets, stock requirements and skills
- Finalize purchase, trade line, and sale agreements
- Strong general knowledge of property maintenance.
Education
No Degree - Florida Certified Adjuster Pre-Licensing Certified
Adjusters Pro All Lines Training
Florida10-2024
Skills
- Type 96 WPM
- Proficient with Workday
- Team Player
- Excellent time management skills
- Conflict Management
- Public Speaking
- Data Analytics
- Documentation Review
- Compliance Management
- Settlement Determinations
Certification
Certified Adjuster
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Student
Adjuster Pro All Lines Training
01.2024 - 10.2024
Claims Specialist
State Farm Auto Claims
01.2022 - 01.2024
Overpayment Specialist
GA Department of Labor
01.2021 - 01.2022
Senior Account Specialist-Customer Service Lead
AT&T
01.2019 - 01.2021
Site Supervisor
M.P. Painting and Renovations, LLC
01.2017 - 01.2019
Procurement Manager
Aramark Uniform Services
01.2011 - 01.2017
No Degree - Florida Certified Adjuster Pre-Licensing Certified
Adjusters Pro All Lines Training
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