Candice Wilson
Sebring,FL
Summary
Highly efficient professional well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Well organized individual with over 15 years of experience in customer service, office administration and leadership. Collaborative with dedication to accurately determining and achieving strategic administrative objectives. Proven ability to analyze complex issues and implement effective solutions. Adaptable and solutions-oriented with ability to manage stringent budgets and timelines.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Claim Specialist Total Loss
State Farm
11.2022 - Current
- Review insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Understands requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appraisals.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Escalated files with significant indemnity exposure to responsible department for further investigation.
- Negotiated with other involved parties to arrange settlements for maximum results.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
- Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
- Manage 50% of incoming calls daily, along with same day response to emails and voicemails returned within 4 hours or less.
Claim Associate PIP/MPC
State Farm
05.2022 - 10.2022
- Investigates claims, evaluates facts, apply coverage, accurately documents file and pays what is owed within authority
- Apply knowledge of state and federal laws, statutes and insurance regulations through claim handling process
- Answer inbound calls and make outbound calls to customers, claimants and providers.
- Follows procedures to make proper referrals/transfers to other claim segments, plus handle escalations to other tiers
- Research, resolve and complete claim tasks within approved limits
- Handle reasonable and necessary expenses for least complex claims.
- Applies understanding of medical/anatomical terms to process least complex claims
- Works with other claim segments in handling of least complex PIP/MPC coverages.
- Follows up with customers and providers on unresolved issues.
- Address all outstanding tasks within authority of claim
- Analyzes information gathered by investigations to report findings and recommendations.
- Verifies client information by analyzing existing evidence on file.
Senior Clerk
Florida Department Of Transportation
07.2019 - 04.2022
- Provides quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Performs administrative support duties and responsibilities assisting staff.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Training Coordinator responsible for gathering, organizing, inputting and disseminating training information for/to staff. Assists leadership in development of staff annual training plan. Responsible for maintenance of plan folders and timely update of staff training information. Updates and distributes tracking tools for monitoring mandatory and position required training.
- Monitors and enters data into Maintenance Management System. Reviews all daily maintenance crew reports for accuracy, work determinations, organization and scheduling system forms and all other paperwork submitted by field supervisors to ensure proper reporting procedures.
- Manages time input, upload and tracking for over 15 crew members.
- Mastered and created training manual and guides for Maintenance Management System. Conducted virtual trainings with team mem
- Serves as time administrator, which includes reviewing timesheets for accuracy and completeness, approving timesheets with supervisor's authorizations and entering timesheets on behalf of employees as requested or needed. Records corrections, approving and time records through management system. Assist employees with leave balances, flex schedules and overtime issues.
- Maintains motor vehicle logs, ensure that appropriate recording keeping of Department of Transportation motor vehicle usage is conducted on monthly basis. Notify and obtain vehicle use information for all vehicles within cost center on monthly basis. Coordinates with supervisors and on-call personnel to create detailed schedule.
- Provides support in annual inventory process by locating and scanning assigned property and equipment.
- Coordinates and schedules conferences and meetings with supporting materials. Uses variety of software applications, databases, and office equipment to accomplish assigned tasks.
- Places supply orders and restocked office items.
- Prepares and processes fiscal paperwork for purchases made by Electronic Procurement Requisitions, Local Purchase Orders and Purchasing Card charges in Florida Accounting Information Resources subsystem (FLAIR) according to current directives and procedures. Process invoices/warrants.
Financial Aid Data Specialist
South Florida State College
07.2012 - 06.2019
- Assist students with applying for financial aid, answer phones, intake any documents, confirmation and review of awards along with students enrollment status.
- Award and process financial aid (grants and scholarships).
- Remain knowledgeable and up to date on procedures and federal regulations pertaining to financial aid.
- Managed high volume each day of students in-person (60-80 students) and on phone (50-80 calls) during peak times of year.
- Worked with Financial Aid Director to improved process for intake of documentation, operations and provide exceptional customer service.
- Worked with students to understand requirements while providing exceptional service.
- Performed various administrative functions, including filing paperwork, delivering mail, office organization and maintaining records.
- Maintains financial aid files with scanning and indexing on Webxtender Application.
- Developed student communications and information correspondence.
- Assists in confirmation and review of awards with student enrollment status.
Sr. Customer Account Specialist
Springleaf Financial Services
07.2007 - 02.2012
- Provided customer service by greeting and assisting customers by phone or in office.
- Processed credit applications, evaluate risks, and closed loans.
- Processed payments, disbursements; operate cash drawer, processed bank deposits, safe guarded cash and maintained record and balances.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Performed various administrative functions, including filing paperwork, sorting mail, office organization and bookkeeping.
- Successfully closed average of 10 loans per month.
- Assisted senior-level credit officers with complex loan applications.
- Recommended loan approvals and denials based on customer loan application reviews.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Developed prospects for new loans by conducting cold calls weekly.
- Maintained friendly and professional customer interactions.
- Answered telephone inquiries on products such as life insurance policies, mortgages, loans and lines of credit.
- Earned promotion from Customer Account Specialist to Senior, after successfully attaining Life, Health and Variable Annuities Licensing.
Debt Collector
Medical Data Systems
06.2006 - 07.2007
- On this job computer skills and people skills are needed most.
- Managed to average between 100-150 calls daily and fill quota weekly as well as monthly goal.
- Worked in call center environment handling manual and automatically dialed outbound calls
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Phone etiquette, typing and communication skills are used on this job.
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Monitored accounts for compliance with established payment plans and flagged those in violation.
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications
- Processed debtor payments and updated accounts to reflect new balance
- Entered client details and notes into system for interdepartmental access and review
- Applied training and persuasive communication strategies to overcome objections.
- Used skip tracing and other techniques to locate debtors.
- Achieved performance goals on consistent basis.
- Used scripted conversation prompts to convey current account information and obtain payments
- Worked with customer to create debt repayment plan based on current financial condition
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account
Education
Bachelor of Arts - Interdisciplinary Studies
Florida International University
Miami, FL05-2020
Associate of Arts - Liberal Arts and Sciences
South Florida State College
Avon Park, FL05-2006
Skills
- Customer Service Experience
- Problem-Solving Abilities
- Excellent communication skills
- Great Verbal And Written Communication
- Time management and organizational skills
- Multitasking and Prioritization
- Attention to Detail
- Microsoft Office Proficiency
- Ability to work well with others or independently
- Flexible
- Risk management
- Highly motivated
Certification
- 620 Adjuster, State of Florida, Issued 04/06/2022
Timeline
Claim Specialist Total Loss
State Farm
11.2022 - Current
Claim Associate PIP/MPC
State Farm
05.2022 - 10.2022
Senior Clerk
Florida Department Of Transportation
07.2019 - 04.2022
Financial Aid Data Specialist
South Florida State College
07.2012 - 06.2019
Sr. Customer Account Specialist
Springleaf Financial Services
07.2007 - 02.2012
Debt Collector
Medical Data Systems
06.2006 - 07.2007
Bachelor of Arts - Interdisciplinary Studies
Florida International University
Associate of Arts - Liberal Arts and Sciences
South Florida State College