Ariel Baker
Chicago,IL
Summary
Dedicated and detail-oriented customer service and claims specialist with over 8 years of experience in health insurance, customer support, and operations. Proven ability to manage complex claims, lead teams, improve processes, and maintain high standards of quality assurance. Adept at fostering team engagement, solving problems efficiently, and delivering exceptional client experiences.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Zing Health
08.2023 - Current
- Serve as a Department Trainer and Benefit Advocate, ensuring new team members are equipped with essential skills and knowledge.
- Conduct quality assurance reviews and call audits to uphold service standards.
- Drive team morale by creating and sharing engagement content that fosters collaboration.
- Handle inbound inquiries from members, providers, and brokers regarding benefits, eligibility, and claims.
- Analyze and resolve issues, navigating multiple systems to retrieve and verify data.
- Communicate updates to providers and collaborate with physician offices to improve service delivery.
- Accurately assess member needs while maintaining attention to detail and multitasking in a high-volume environment.
Claims Examiner
CNO Financial Group
01.2022 - 05.2023
- Adjudicated Long-Term and Short-Term Care claims, ensuring accurate processing per policy standards.
- Reviewed medical documents to assess benefit eligibility.
- Managed claim queues to meet service level agreements (SLAs) and performance metrics.
- Maintained a financial accuracy rate of 95%+ through diligent auditing and attention to detail.
Senior Long-Term Care Specialist
CNO Financial Group
07.2018 - 01.2022
- Provided policyholders with expert support regarding benefit information and claim status.
- Handled inbound calls for multiple product lines, maintaining exceptional service quality.
- Navigated internal systems to retrieve and verify information efficiently.
- Ensured compliance with all company and policyholder guidelines.
Traffic Control Manager
U-Haul Moving & Storage
08.2017 - 05.2018
- Supervised and coordinated incoming equipment to meet reservation demands.
- Managed inventory control and monitored competitor pricing.
- Oversaw daily operations and ensured timely equipment distribution.
Reservation Manager
U-Haul Moving & Storage
05.2015 - 08.2017
- Handled incoming customer calls and created reservations.
- Audited and maintained accurate inventory records.
- Directed fleet distribution across multiple locations.
Sales Advisor
H&M
05.2014 - 08.2014
- Assisted customers with purchases and returns.
- Operated POS systems and managed cash transactions.
- Maintained a clean, organized, and welcoming retail environment.
Education
Associate of Science - Computer Science
Malcolm X College
Chicago, ILHigh School Diploma - undefined
North Lawndale College Prep
Chicago, IL05.2014
Skills
- Software/Tools: Microsoft Excel, Word, PowerPoint, Salesforce CRM, Windows OS (7, 8), Data Management
- Strengths: Quality Control, Operations Management, Contract Interpretation, Process Improvement, Conflict Resolution, Analytical Thinking, Client Retention
- Soft Skills: Communication, Adaptability, Team Collaboration, Multitasking, Customer Service Excellence, Problem Solving
Timeline
Customer Service Representative
Zing Health
08.2023 - Current
Claims Examiner
CNO Financial Group
01.2022 - 05.2023
Senior Long-Term Care Specialist
CNO Financial Group
07.2018 - 01.2022
Traffic Control Manager
U-Haul Moving & Storage
08.2017 - 05.2018
Reservation Manager
U-Haul Moving & Storage
05.2015 - 08.2017
Sales Advisor
H&M
05.2014 - 08.2014
Associate of Science - Computer Science
Malcolm X College
High School Diploma - undefined
North Lawndale College Prep
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