Charlene Ewing
Mesa,AZ
Summary
Proven track record in claims processing and decision-making, notably at State Farm, where I enhanced team performance and compliance. Skilled in policy interpretation and fostering customer satisfaction, I excel in fast-paced environments, ensuring high-quality outcomes and continuous improvement. My approach combines critical thinking with exceptional service, driving results and strengthening company reputation.
Overview
8
8
years of professional experience
Work History
Claims Associate
State Farm
11.2023 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
- Improved team performance by providing ongoing training and support for Claims Associates on best practices and procedures.
- Managed high-volume claim caseloads, ensuring accurate documentation and adherence to company policies.
SME
Cognizant
08.2021 - 02.2023
- Promoted critical thinking by designing challenging assignments that required agents to analyze and synthesize information
- Monitor agent progress regularly, providing timely feedback for continuous improvement in academic performance
- Implemented differentiated instruction techniques to accommodate various learning styles and abilities within the workload
- Continually pursued professional development opportunities to stay current with troubleshooting trends and research, ensuring high-quality instruction for all agents
Inbound Contacts Representative
Humana
03.2016 - 10.2018
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Education
High School Diploma -
Chandler High School
Chandler, AZ05.2006
Skills
- Claims Processing
- Decision Making
- Claims Investigation
- Policy Interpretation
Timeline
Claims Associate
State Farm
11.2023 - Current
SME
Cognizant
08.2021 - 02.2023
Inbound Contacts Representative
Humana
03.2016 - 10.2018
High School Diploma -
Chandler High School
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