Breana Aceret-O
Las Vegas,NV
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Gallagher Bassett Claims Service Representative
Gallagher
07.2023 - Current
- Processed and evaluated medical-only workers' compensation claims for compliance with company best practices and client service instructions.
- Developed strong working relationships with clients, brokers, and other stakeholders in the claims process by maintaining open lines of communication and providing updates on claim status when necessary.
- Communicated effectively with staff members of operations and clinical departments.
- Collaborated with claimants to gather necessary documentation and resolve inquiries effectively.
- Provided exceptional customer service by addressing concerns, answering questions, and explaining complex policy information to clients.
- Managed high-volume caseloads and prioritized tasks effectively to meet strict deadlines without compromising on quality or accuracy.
- Utilized claims management software to track case status and ensure timely resolution of claims.
- Supported team members by sharing expertise and knowledge, fostering collaboration within the department.
- Achieved positive results under pressure by successfully managing large workloads during peak seasons without sacrificing quality or attention to detail.
- Enhanced customer satisfaction by efficiently processing and resolving claims in a timely manner.
- Managed active licensing in various states to facilitate job responsibilities and uphold professional standards.
Gallagher Bassett Customer Service Representative
Gallagher
09.2022 - 07.2023
- Provide great customer service to claimants, attorneys, providers, or other parties calling the customer service line for insurance claims
- Assist customers with providing claim information we are able to provide or point them in the right direction to receive information for what they are calling for
- Assist customers in a providing a courtesy call back solution plan for ongoing issues
- Helping team members with any help they may need from searching for a claim or how to handle a call.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing claimaint needs and resolving concerns.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Premier Financial Alliance Recruiter
Premier Financial Alliance
10.2020 - 08.2022
- Licensed to sell Life Insurance in the state of Nevada
- Providing possible clients with little information on living benefits and tax free retirement plans through a life insurance policy
- Meetings and training with team leaders and customers
- Processing applications on clients within their needs of a life insurance policy.
- Operated and maintained applicant tracking and candidate management systems.
- Provided coverage option information to assist clients in protecting assets.
Customer Service Specialist
IKEA Customer Service
05.2017 - 03.2019
- Processing all relations to customer service
- Ex: cashier, returns, and delivery
- Balanced till with a large amount of cash
- Problem solving in all after sales transactions
- Processing online/in store orders while using multiple systems to complete task.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Goodwill Shift Lead
Southern
06.2016 - 03.2017
- Supervised all team members
- Customer service
- Balance of banks/tills, opening and closing of POS systems
- Other tasks were making sure employees completed their tasks, keeping up with logs, answering phones, and if any employee was in need of help, stepping in and helping them complete their task before the end of shift.
- Completed store opening and closing procedures and balanced tills.
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
Front desk, Front Office
West Hills Community College Work
08.2014 - 05.2016
- Were to provide the correct information and help students and family members with any assistance they needed
- Library duties were checking in and out books, electronics, and renting out study rooms
- Putting away all books and electronics
- Making sure the computer lab area was always under control with noise levels.
- Used internal software to process reservations, check-ins and check-outs.
Event Steward
Pat’s Piggery Kitchen
04.2011 - 07.2013
- Answering telephone calls, taking orders, attending events, and prepping meals
- Responsibilities included customer service, organizing, and cleaning.
- Followed company safety and security policies and procedures when reporting maintenance needs and unsafe work conditions.
- Boosted team efficiency by keeping kitchen areas organized, clean and properly sanitized.
- Accepted opportunities to learn new skills, improve performance and cross-train for other positions.
Education
Associate’s Degree - Liberal Arts/Social & Behavioral Sciences
West Hills Community College
05.2016
General High School Diploma -
Waipahu Community School
05.2013
Skills
- Organized and adapts quickly to new environment
- Approachable and willing to always learn new skills quickly
- Quick typing skill
- Active Listening
- Customer Relations
- Quality Assurance Controls
- Team Development
- Time management
Timeline
Gallagher Bassett Claims Service Representative
Gallagher
07.2023 - Current
Gallagher Bassett Customer Service Representative
Gallagher
09.2022 - 07.2023
Premier Financial Alliance Recruiter
Premier Financial Alliance
10.2020 - 08.2022
Customer Service Specialist
IKEA Customer Service
05.2017 - 03.2019
Goodwill Shift Lead
Southern
06.2016 - 03.2017
Front desk, Front Office
West Hills Community College Work
08.2014 - 05.2016
Event Steward
Pat’s Piggery Kitchen
04.2011 - 07.2013
Associate’s Degree - Liberal Arts/Social & Behavioral Sciences
West Hills Community College
General High School Diploma -
Waipahu Community School