BROOKE-LYNNE HORTON
Dallas,TX
Summary
Detail oriented and organized data entry clerk with over eight years of experience in data entry and record-keeping. Proven ability to accurately enter and organize large volumes of data in various systems. Skilled in developing efficient processes to streamline data entry and ensure accuracy. Strong knowledge of data analysis as well as database software. Dedicated to providing exceptional customer service and always striving to exceed expectations.
Overview
14
14
years of professional experience
Work History
Policy Support Representative
Farmers Insurance
02.2023 - Current
- Maintains accurate system documentation of customer interactions 50+ transactions, details of inquiries, complaints, or comments, as well as actions taken
- Processes moderately complex inbound policy administration requests received through non-phone channels from internal and external customers. Uses knowledge and understanding of documented learning resources to provide written responses that anticipate and eliminate the need for further responses.
- Works in multiple systems to access information, process transactions, and document important notes in customer file. Reports systems or process issues to supervisor
- Proactively identifies process improvement opportunities and makes suggestions to optimize efficiency, increase quality, and reduce costs. Performs other duties as assigned
- Monitor data/image quality of scanned documents
- Consults effectively throughout insurance life cycle relating to coverage, renewals, cancellations, pricing, and other general service-related requests
- Utilizes multiple system platforms to conduct research, identify processes review prior transactions to make sound decisions and recommendations to customers.
- Handle billing transactions. Update and create manual invoices as needed
Associate Operations Processor
Wells Fargo Bank N.A
12.2015 - 01.2023
- Performs high volume, time-sensitive tasks requiring immediate research and coordinated skills with 12,000+ KSPH
- Processing payments, tickets, documents requiring high degree of accuracy and control
- Data entry of documents according to customer instructions 50+ wpm
- Key 3,000+ check amounts with minimal error and adequate time
- Received and routed business correspondence to correct departments and staff members
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
Insurance Verification Specialist
Transamerica Life Insurance Company
10.2013 - 11.2015
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Navigated through multiple online systems to obtain documentation.
- Updated patient and insurance data and input changes into company computer system.
- Received reviews and communicates new insurance applications for missing information, i.e.forms, signatures, policy criteria
- Organized and prioritizes 8+ hour workload to ensure case is processed, issued, and placed ina timely manner, while maintaining frequent communication to manage customer expectations
- Collaborated with claims department and industry anti-fraud organizations to resolve claims
- Worked productively in fast-moving work environment to process 100+ calls
- Prepared insurance claim forms or related documents and reviewed for completeness.
Billing Representative
The Exchange
08.2010 - 10.2013
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Trained new hires on company-specific billing software, policies, and procedures, promoting team cohesion and productivity.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Disputed processing and initiation on customer billing statements or orders
- Answered customer questions about product availability and shipment times
- Collected customer feedback and made process changes to exceed 100% customer
satisfaction goals - Managed 100+ incoming calls each day with utmost professionalism and knowledgeable
service.
Education
Bachelors - Business Administration Human Resources Management
Capella University
Minneapolis, MN06.2026
Skills
- Typing 50 wpm
- Imaging
- Data Entry and 10-Key
- Call Documentation
- New Policies Processing
- File Management
- Call Center Operations
- Data Entry
- Training and Development
- Inbound and Outbound Calling
- Microsoft Office Expertise
- Multi-Tasking
- Collections/Claims
- Avaya
- Zoom/Teams/Skype
- Training and mentoring
- Customer Billing
- Email support
- Remote Support
- CRM Software
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Initiated a project that significantly impacted efficiency and improved operations.
Timeline
Policy Support Representative
Farmers Insurance
02.2023 - Current
Associate Operations Processor
Wells Fargo Bank N.A
12.2015 - 01.2023
Insurance Verification Specialist
Transamerica Life Insurance Company
10.2013 - 11.2015
Billing Representative
The Exchange
08.2010 - 10.2013
Bachelors - Business Administration Human Resources Management
Capella University
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