Carletta Lee

Successfully supervised a call center team 2004 - 2011

• Provided guidance, training, coaching and mentoring to call center team members.
• Coordinated staff schedules to ensure optimal coverage during peak hours.
• Resolved escalated customer complaints in a timely manner.

Claim Support 2011 - 2014

• Ensured timely resolution of customer inquiries related to their claims.
• Assisted customers in resolving issues related to their claims.
• Monitored status of pending claims on a daily basis and followed up as needed.

Claims Examiner 2014 - 2019

• Monitored daily workloads to prioritize time-sensitive tasks for completion.
• Developed and maintained strong relationships with clients, providing timely updates on the status of their claims.
• Verified details with policyholders and requested additional information.
• Communicated effectively with policyholders, providing updates and explaining the claims process clearly.
• Performed quality control checks on completed claim files prior to submission for review by management personnel.

Claims Associate 2019 - Present

• Analyzed data and formulated decisions regarding the approval or denial of claims.
• Resolved customer complaints related to denied or delayed claims in a professional manner.
• Interacted with clients via telephone, email, or in person to discuss claim status and provide updates.
• Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
• Assisted in the development and updating of claims policies and procedures to improve efficiency.
• Assisted claimants, providers and clients with problems or questions regarding claims.