Bernice Wilkes

• Responded to customer inquiries regarding coverage, billing, and claims using agency management systems.
• Updated customer records and processed policy changes with accuracy and attention to detail.
• Resolved customer complaints via telephone, email, and chat.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Identified and resolved discrepancies and errors in customer accounts.

Met all production, quality, and adherence standards.

Provided timely, friendly, and solution oriented support to customers via email, chat, and telephone.

Provided technical assistance to customers.

Quickly and efficiently managed a high volume of customers inquiries across emails and live chats.

• Processed claims intake, verifying coverage details and routing cases for accurate review.
• Reviewed claim documentation, identifying missing information and requesting supporting evidence from customers.
• Communicated claim decisions clearly to policyholders, providers, and internal teams.
• Investigated claim discrepancies, comparing documentation against guidelines and policy requirements.
• Coordinated follow-up actions with adjusters, carriers, and support teams to resolve open claims.
• Applied company procedures to handle routine claim inquiries, escalations, and exceptions.
• Maintained confidentiality while managing sensitive customer information and claims documentation.
• Followed up with customers on unresolved issues.
• Worked productively in fast-moving work environment to process large volumes of claims.