Chanel Akins
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Certified Lending Representative
Loandepot
Killeen, Texas
08.2024 - Current
- Managed an average of 200+ inbound and outbound calls daily, ensuring prompt, accurate, and courteous service for clients inquiring about financial products.
- Built rapport quickly with customers by actively listening to their needs and providing detailed product information to guide decision-making.
- Verified and processed consumer information through secure online platforms, ensuring data accuracy and compliance with company policies.
- Actively identified customer goals and objectives and effectively relayed lead information to loan officers for further processing.
- Consistently achieved a high customer satisfaction rating, surpassing departmental targets for call resolution and follow-up.
Customer Specialist
CarMax
Killeen, TX
02.2024 - Current
- Provided exceptional customer service by guiding customers every step of the way, from sale or facilitating the appraisal to test drives and arranging financing applications.
- Conducted vehicle condition assessments by collecting, recording, and communicating information to Buyers that will be used to perform customer appraisals.
- Checked in and received vehicles that are shipped to CarMax; complete the daily scanning and reconciliation of vehicle inventory.
- Perform cosmetic inspections and ensure that all vehicles meet CarMax Quality Standards.
- Perform various administrative duties, including printing daily reports, maintaining transaction paperwork, contacting finance companies regarding Customer contracts, obtaining requirement information regarding registration or titling, auditing completed paperwork and cash/payment management.
- Created service appointments and review repair order invoices for retail service work performed to ensure accuracy of documentation for billing.
- Excels in fast-paced environments, balancing customer needs with business objectives, and adept at creating positive outcomes through meticulous attention to detail and process adherence.
Medicare Specialist
CSAA Insurance Group
Oklahoma City, OK
12.2022 - 04.2023
- Handled first and third-party injury claims where a Medicare beneficiary has been identified.
- Assigned claims of all levels of complexity, including catastrophic, as well as claims in multiple states.
- Facilitated proper Medicare reporting and ensuring Section 111 compliance by using ICD codes as well as the CMS and MSPRP portal.
- Reviewed Medicare liens and disputed charges on liens that are not associated with the loss.
- Validated information on all medical claims received.
- Ensured there was no missing or incomplete information and kept meticulous record of claims.
- Advised customers on Medicare processes as it relates to the loss; explained the claim process and collected required information.
- Determined Medicare eligibility for injured parties on claims that are undetermined.
- Coordinated the final Medicare lien with the owning adjuster on third-party claims and supported the Medicare portion of the claim through litigation when necessary.
- Researched Medicare liens and reviewed injury files to ensure treatment on the liens are related to the accident.
- Filed and resolved disputes with Medicare on treatment not associated with the loss.
- Typed, edited, and proofread letters, memos, reports, and other confidential materials.
- Conducted comprehensive reviews and evaluations of proposed program changes in operations and policy, effectively formulating recommendations for policy direction.
- Analyzed program operations critically to propose significant improvements or changes, evaluating the impact and effectiveness of these changes to ensure optimal performance.
- Lead targeted reviews focused on the internal operations ensuring the maximization of resource utilization and the achievement of organizational objectives.
Sr.Insurance Agent
CSAA Insurance Group
Oklahoma City, OK
10.2018 - 12.2022
- Monitored denials, late payments, extensions and other special circumstances.
- Tracked all pending authorizations to resolve discrepancies and avoid revenue loss.
- Obtained data and documentation required for audit work, ensuring accuracy and compliance with company policies.
- Provided exceptional technical web support and troubleshooting.
- Sold auto, home, liability and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Utilized Microsoft Excel, Microsoft Office, Outlook and Share Point to document and track customer account details.
- Received and prioritized incoming correspondence and phone calls, responding to inquiries and requests for information.
- Upsold additional products and services after identifying customer needs and requirements.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Assisted in the formulation of department budgets, track expenses, and report variances.
- Prepared complex trends, status reports, and departmental reports by collating data from various sources.
- Assisted in the completion of the internal auditing schedule by performing audit procedures under the direction of underwriting department.
- Provided complex administrative support.
- Assisted in the formulation and implementation of operational policies and program changes, ensuring alignment with strategic objectives.
- Collaborated in the development and refinement of new operational theories and procedures, contributing to continuous improvement efforts.
- Conducted in-depth analyses of existing operations, identifying areas for enhancement, and evaluating the success of implemented changes.
- Played a key role in internal reviews, assessing the efficiency and effectiveness of branch operations to recommend resource optimization strategies.
- Coordinated closely with management to communicate new procedures and resolve issues, ensuring seamless operation and adherence to quality standards.
Package Handler
Fed Ex Ground, Fed Ex
05.2018 - 08.2018
- Managed flow of incoming Fed Ex packages to ensure timely delivery.
- Coordinated daily work strategies, following oral and written instructions to properly move and ship products.
Centralized Teaching Lab Assistant
Langston University
08.2017 - 12.2017
- Assisted in conducting research in biotechnology while constructing complementary deoxyribonucleic acid libraries and taking ribonucleic acid extractions from experimental animals from various samples.
- Analyzed data within the lab utilizing bioinformatics analysis when assisting in completing the interpretation of data.
- Researched lab topics to optimize student learning.
Education
Bachelor of Science - Agricultural Business
Langston University
05.2018
Skills
- Persuasive Negotiation
- Quantitative and Strategic thinker
- Interpersonal Communication
- Collaborative and Independent
- Client Assessment
- Underwriter Collaboration
- Premium Calculations
- Data Entry
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Strong organizational and time-management skills
- Exceptional attention to detail
- Excellent written and verbal communication skills
- Ability to handle confidential information with discretion
- Web-authoring, graphics, and multimedia software proficiency
- Budget tracking and variance analysis
- Data compilation and reporting
- Strong problem-solving abilities
Affiliations
Minorities in Agriculture Natural Resources and Related Sciences
License
- Property and Casualty License
Timeline
Certified Lending Representative
Loandepot
08.2024 - Current
Customer Specialist
CarMax
02.2024 - Current
Medicare Specialist
CSAA Insurance Group
12.2022 - 04.2023
Sr.Insurance Agent
CSAA Insurance Group
10.2018 - 12.2022
Package Handler
Fed Ex Ground, Fed Ex
05.2018 - 08.2018
Centralized Teaching Lab Assistant
Langston University
08.2017 - 12.2017
Bachelor of Science - Agricultural Business
Langston University
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