Carolanne Keahey

I took the opportunity to transition into the Claims team, where I have developed a strong understanding of the claims process and quickly mastered new procedures and workflows. I have a strong passion for the investigative aspect of claims handling and enjoy analyzing information to make accurate, informed decisions. Through my continued growth and dedication, I look forward to expanding my responsibilities, further developing my claims expertise, and contributing at a higher level within the claims organization.

• Managed high-volume caseload of Personal Injury Protection (PIP) and Medical Payments Coverage (MPC) claims from initial opening to closure, ensuring thorough processing and timely resolution
• Reviewed and analyzed medical records, bills, and treatment plans to determine appropriate payment amounts and ensure compliance with regulations
• Verified policy coverage, benefits, and state-specific regulations to ensure accurate claim handling and compliance
• Communicate effectively with policyholders, medical providers, attorneys, and internal departments to gather information and resolve claims
• Investigated claims for accuracy, identifying potential fraud indicators and billing discrepancies to uphold integrity of claims process
• Collaborate with team members and leadership to improve processes and ensure quality outcomes
• Deliver strong customer service by handling sensitive situations with professionalism and empathy
• Keep claims up to date with detailed notes

In addition to my core responsibilities below, I quickly mastered underwriting processes and consistently exceeded production and quality metrics for my tenure level, earning the opportunity to coach teammates through side-by-side training to improve their accuracy, productivity, and overall performance. I also completed advanced training to support the Underwriting team with standard-to-mutual policy transfers, expanding my responsibilities beyond my primary role and contributing to operational efficiency.

• Reviewed applications for accuracy, completeness, and guideline compliance
• Evaluated eligibility for mutual and standard policies
• Verified driver, vehicle, and coverage details using internal and third-party systems
• Identified discrepancies and underwriting concerns to support risk assessment
• Processed policy changes including additions, cancellations, and reinstatements
• Collaborated with internal teams to gather documentation and resolve issues
• Managed high-volume workload while meeting volume metrics

I began at 1000Bulbs.com in 2017 as a web publisher. In this position I researched accurate new product information in order to write descriptions and enter all data required before publishing new products to the website. I then volunteered to begin our online chat service for customers in late 2018 where I moved to the title "Customer Engagement Specialist". In this position I assisted incoming customer requests via online chat system. These requests included warranty claims, checking tracking information, assistance finding product, lighting layouts, quotations, new account set up, invoices, as well as others. I then requested to move to sales and began as an account manager at 1000Bulbs.com in July of 2019. While being an account manager my job duties included the following:

• Gained thorough knowledge of full range of commercial lighting products to make expert recommendations.
• Cultivated strong relationships with key accounts, enhancing customer satisfaction and loyalty.
• Managed multiple accounts, consistently meeting and exceeding performance goals through strategic account oversight.
• Engage customers in conversation to effectively determine lighting needs and requirements.
• Created customized lighting concepts and planned layouts, aligning visual appeal with client functional requirements.
• Made on the spot pricing decisions in order to earn quotes and bids.
• Monitored customer order process and addressed customer issues.
• Provided technical support to customers when needed.