ARIA BOYD
Starkville,US
Summary
Claims professional with proven track record in efficiently managing and processing claims. Expertise in data entry, customer service, and problem-solving, ensuring accurate and timely documentation. Strong team collaborator with focus on achieving results and adapting to changing demands. Effective management skills to lead team to meet daily production goals. Known for reliability and results-driven approach, consistently meeting organizational goals.
Overview
7
7
years of professional experience
Work History
Claim Intake Representative
Lincoln Financial Group
11.2023 - Current
- Trained to flex in claim intake department and claims care. Handling the call volumes for both departments simultaneously.
- Inputted detailed claim information into company databases, ensuring accuracy and easy retrieval for future reference.
- Developed expertise in company-specific software programs for efficient claims tracking and resolution purposes.
- Streamlined the claims intake process for faster resolution and improved customer experience.
Call Center Manager
Sitel Corporation
08.2021 - 11.2023
- Achieved a customer satisfaction score of 93% and exceeded all key performance indicator goals, including call length and conversation rates
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Evaluated data to identify trends and determine customer service needs.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
Team Lead/Claims Representative
Conduent
04.2018 - 08.2021
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
Bachelor of Science - Health Sciences
Mississippi State University
Mississippi State, MS12-2022
Skills
- Customer service optimization
- Communication skills
- Documentation and reporting
- Customer support
- Performance improvement
- Data entry
- Client communication
- Confidentiality
- Documentation review
Timeline
Claim Intake Representative
Lincoln Financial Group
11.2023 - Current
Call Center Manager
Sitel Corporation
08.2021 - 11.2023
Team Lead/Claims Representative
Conduent
04.2018 - 08.2021
Bachelor of Science - Health Sciences
Mississippi State University
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