Anthony Mann
Jacksonville,FL
Summary
Dedicated and detail-oriented Claims Specialist with extensive experience in customer service and problem resolution. Adept at analyzing claims, investigating discrepancies, and ensuring efficient processing while maintaining compliance with company policies and industry regulations. Strong communicator with excellent organizational, critical thinking, and interpersonal skills. Proven ability to handle high-pressure situations with professionalism and efficiency.
Overview
6
6
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services
Jacksonville, USA
09.2022 - Current
- Investigate and resolve customer inquiries regarding account discrepancies, service issues, and billing concerns.
- Process and verify customer data to ensure accuracy and compliance with company policies.
- Provide empathetic and effective resolutions to customer concerns, ensuring satisfaction and retention.
- Escalate complex cases to appropriate departments while maintaining thorough documentation of interactions.
- Utilize company systems to track claims, record necessary details, and follow up on pending cases.
- Maintain a strong knowledge of company policies and procedures to accurately guide customers.
- Helped Members (and some times providers) with claims processing, and billing issues (in multiple different departments, including pharmacy)
- Helped Members with authorization inquiries and related issues (in multiple different departments, including pharmacy)
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Showcased extensive knowledge of the processes of the company, to deescalate situations where the member wanted to speak to a manager (I did the job of a manager with out being one)
- Developed strong customer relationships to encourage repeat business.
- Contributed to the team by sharing the knowledge that I gained, and helped some better their call handle time scores, by giving practical tips
SOCIAL MEDIA MANAGER
Team Idolize
JACKSONVILLE, USA
08.2019 - 09.2021
- Created and ran online contests to keep existing members and recruit new ones
- Tracked social media metrics to determine audience growth rate, volume and reach
- Engaged with and responded to online audience through relevant comments
- Used editing and graphic design tools to create content and visuals for social channels
- Created social media strategies to increase sales and brand awareness across multiple platforms
- Kept track of the company's online presence in order to engage users and strengthen customer
- Answered questions that Fans of the channel had, regarding the future projects of the team/channel, and provided support
- Helped over 300 people with their respective inquiries, and issues revolving around the projects we have produced
Education
High School Diploma -
Jupiter High School
JupiterSkills
- Claims Investigation & Processing
- Customer Service & Client Relations
- Problem Resolution & Critical Thinking
- Policy Interpretation & Compliance
- Data Entry & Documentation
- Analytical & Research Skills
- Verbal & Written Communication
- Active Listening & Empathy
- Conflict De-escalation
- Time Management & Prioritization
- Organized
- Team Player
- Problem Resolution
- Communications
- Verbal and Written Communication
- Telephone and Email Etiquette
- Good Work Ethic
- Reliable & Trustworthy
- People Skills
- Organizational Skills
- Critical Thinking
- Active Listening
- Computer Skills
- Planning & Organizing
Technical Proficiency
- Microsoft Office Suite (Word, Excel, Outlook)
- CRM & Claims Management Software
- Data Entry & Documentation Systems
- Social Media & Online Communication Platforms
Accomplishments
- Helped 300 people with whatever inquiries they had.
- Hosted contest for 400 thousand people, and provided support for the winners.
- Led a team that went on to gain massive success on YouTube.
- Helped over 700 people (and growing) with their problems during my time as a Customer Service Rep
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services
09.2022 - Current
SOCIAL MEDIA MANAGER
Team Idolize
08.2019 - 09.2021
High School Diploma -
Jupiter High School
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