Carla Bailey
Cutler Bay,USA
Summary
Results-driven Associate Customer Service Representative with 7+ years of experience in call center operations, account management, and insurance sales. Demonstrates strong problem-solving, communication, and time management skills to deliver exceptional service. Leverages empathy and active listening to exceed customer expectations and build lasting relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Associate Customer Service Representative
Asurant
Miami, FL
09.2024 - Current
- Frontline customer care/claims representative
- Assisted customers with inquiries and resolved concerns efficiently
- Resolved client inquiries and concerns about claim status and procedures, ensuring a positive customer experience.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Collaborated with adjusters to facilitate timely claims resolutions for clients.
- Reviewed and analyzed claims documentation for accuracy and completeness.
- Evaluated claims for potential fraud indicators during the review process.
- Maintained detailed records of communications with customers, claimants, providers, and internal departments, supporting accurate claims processing.
- Collaborated with team members to streamline service delivery processes, improving response times.
- Utilized claims management software to track claims progress and maintain organized documentation.
- Submitted appeals for customers following claim denials due to insufficient evidence.
- Conducted training/side jacking sessions for new hires/current/returning agents on claims processing procedures and best practices.
Insurance Agent
Allstate Insurance
Miami, USA
11.2023 - 02.2024
- Strengthened company reputation through exceptional customer service and support.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Supported team sales goals by effectively upselling products and services.
- Provided insights that identified new growth and development opportunities.
- Conducted thorough market research, informing strategic planning initiatives aimed at expanding business operations.
- Developed comprehensive reports, enabling management to make informed decisions based on accurate data analysis.
Associate Artistic Director
United People Counseling Ministry Services
Miami, USA
05.2020 - 07.2023
- Managed multiple design projects simultaneously, delivering on time while upholding high-quality standards across all project phases.
- Streamlined design process by introducing new software tools and workflow improvements, facilitating quicker project completion.
- Conducted thorough market research to inform design decisions and ensure alignment with industry trends and client expectations.
- Redesigned templates for recurring materials like brochures and newsletters, enhancing overall layout efficiency.
- Mentored junior designers, fostering a collaborative work environment that encouraged professional growth and skill development.
- Established strong relationships with clients through effective communication and collaboration on project goals, leading to repeat business opportunities.
Member Advocate/ Team Lead
UnitedHealthcare
Miami, USA
10.2019 - 04.2020
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Managed escalated cases effectively, working closely with supervisors to ensure successful outcomes for all parties involved.
- Identified risks or conflicts within member accounts, taking proactive measures to mitigate complications.
- Collaborated with team members to pinpoint improvement areas and implement strategies for enhanced member support.
- Maintained detailed records of interactions for easy reference and efficient follow-up on outstanding matters.
- Assisted in the development of training materials to improve new employee onboarding and knowledge retention.
Education
Bachelor's degree - Fine Arts, History and Classical Studies
Kansas City Art Institute
Kansas City, MOSkills
- Claims management software
- Data analysis
- Customer management
- Problem solving
- Effective communication
- Conflict resolution
- Empathy and patience
- Team collaboration
- Coverage and policy knowledge
- Adaptability and flexibility
- Policy interpretation
- Claims intake management
Certification
- Listened 4-40 insurance sales agent
- Insurance Producer License
- Property & Casualty License
Timeline
Associate Customer Service Representative
Asurant
09.2024 - Current
Insurance Agent
Allstate Insurance
11.2023 - 02.2024
Associate Artistic Director
United People Counseling Ministry Services
05.2020 - 07.2023
Member Advocate/ Team Lead
UnitedHealthcare
10.2019 - 04.2020
Bachelor's degree - Fine Arts, History and Classical Studies
Kansas City Art Institute