Carolyn Covarrubias
Lithonia,GA
Summary
A goal-oriented specialist with over 15 years of Administrative, Customer Service and Client Relations experience in training protocol development and policy implementation. Principle strengths include providing quality customer/client support in resolving any complex issues that may arise. Extensive knowledge in drafting, testing, and supporting new website developments; making for a pleasurable and simplistic understanding. Strong financial acumen with demonstrated success in budget development and adherence.
Overview
12
12
years of professional experience
Work History
Human Resources Specialist
HOME DEPOT
08.2022 - Current
- Maintains employee records, ensuring completion and accuracy of details such as employee contact information, job classification, pay rates, organizational structure, and other key details
- Performs administrative and recordkeeping tasks related to staffing changes, which may include layoffs, resignations, terminations, and extended leaves of absence
- Assists with administration of employee benefits, which may include collecting and submitting employee information and notice of change in status to health, dental, life, disability, and other insurance carriers or insurance brokers
- Resolved employee complaints and grievances successfully through mediation and collaboration
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Administrative Team Manager
Broadspire - Crawford & Company
02.2017 - 03.2022
- Planning and coordinating administrative procedures and systems and devising ways to streamline processes
- Recruiting and training personnel and allocate responsibilities and office space
- Assessing staff performance and provide coaching and guidance to ensure maximum efficiency
- Assisted in analyzing and helping to incorporate new technologies and software packages into existing or future systems where appropriate, in partnership with IT
- Mastered audits to ensure compliance and effectiveness of standardized models, procedures, and system requirements.
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Responded to inquiries from internal personnel and outside clients immediately, facilitating quick resolution of issues.
- Evaluated employee performance on quarterly basis and coached and trained 20 team members, increasing quality of work and employee motivation
Senior Claims Administrator
Broadspire - Crawford & Company
02.2016 - 02.2017
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Posted payments to accounts and maintained records.
- Utilized specialized software CMS/AMS to process incoming claims, enter data and generate reports.
- Tracked and reported on claims processing metrics to aid senior management in making informed decisions.
Customer Service Representative
Broadspire -Crawford & Company
02.2015 - 02.2016
- Input First Notice of Loss (FNOL) claims following established client intake scripts and instructions
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Process escalated calls in accordance with client procedures
Legal Receptionist & Document Specialist
Tiku & Associates
02.2012 - 02.2015
- Managed accounts and client records of clients, observing confidentiality, and extreme discretion.
- Prepared drafts of forms, letters and agreements for legal staff use.
- Created and submitted weekly legal summary to managers, covering current cases, records requests and collections statuses.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Completed electronic filings, initiated billing statements, and managed firm administrative matters.
- Prepared for court hearings by organizing and summarizing documents, preparing exhibits and reviewing evidence.
Education
Some College (No Degree) -
Tallahassee Community College
Tallahassee, FLSkills
- Oral & Written Communication
- Spreadsheets, Reports, and Invoicing
- Client/Customer Problem Resolution & Relationship Management
- Enforcing Regulatory Compliance
- Cognitive Bias Awareness
- Strong Technical Aptitude
- Analytical and Critical Thinking
- Citrix, CMS, AMS,Kronos, Salesforce, Dimensions, ACH reversal, ODP Payment System
Timeline
Human Resources Specialist
HOME DEPOT
08.2022 - Current
Administrative Team Manager
Broadspire - Crawford & Company
02.2017 - 03.2022
Senior Claims Administrator
Broadspire - Crawford & Company
02.2016 - 02.2017
Customer Service Representative
Broadspire -Crawford & Company
02.2015 - 02.2016
Legal Receptionist & Document Specialist
Tiku & Associates
02.2012 - 02.2015
Some College (No Degree) -
Tallahassee Community College
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