Charnika White
Arlington,US
Summary
Insurance Professional with 5+ years of experience in policy services and quality assurance, known for expertly evaluating insurance policies and implementing fraud prevention strategies. Demonstrates strong problem-solving and underwriting skills, enhancing customer satisfaction through meticulous document validation and compliance with regulatory standards. Passionate about leveraging analytical abilities and collaborative approaches to drive continuous improvement in insurance operations.
Overview
7
7
years of professional experience
Work History
Senior CSR/Quality Assurance
Support Services Group
04.2019 - Current
- Assist team members with inquiries and provide guidance to ensure adherence to customer service standards.
- Monitor calls to maintain quality and review escalated applications to verify eligibility and prevent fraud.
- Analyze call quality metrics and escalated applications to enhance fraud prevention strategies and improve customer service standards.
- Drive team performance by providing targeted guidance, resulting in measurable improvements in customer satisfaction and application processing efficiency.
- Implement creative solutions to streamline inquiry handling processes, reducing response times and enhancing overall team productivity.
- Foster a collaborative environment by mentoring team members, sharing best practices, and facilitating knowledge transfer to elevate service quality.
- Conduct thorough reviews of complex applications, ensuring strict adherence to eligibility criteria and minimizing potential fraud risks.
Policy Services Claims/Underwriter
Farmers Insurance
01.2023 - 09.2024
- Evaluate home and auto insurance policies to ensure eligibility and compliance with state-specific regulations.
- Maintain current knowledge of regulatory changes impacting policy standards and procedures.
- Identify discrepancies in policy documentation and implement necessary corrective measures.
- Analyze complex insurance claims, ensuring compliance with state regulations and identifying discrepancies for swift resolution.
- Meticulously review home and auto insurance documentation, implementing corrective measures to maintainpolicy accuracy and integrity.
- Proactively adapt to regulatory changes, enhancing policy standards and procedures to meet evolving industry requirements.
- Engage with cross-functional teams to streamline policy evaluation processes, improving overall efficiency and customer satisfaction.
- Drive continuous improvement in policy services, consistently meeting compliance benchmarks and reducing error rates.
Content Moderator
Apex Systems
Grand Prairie, US
09.2022 - 10.2023
- Review user-generated content (text, images, videos, profiles, and comments) to ensure compliance with platform policies and community guidelines.
- Identify and remove harmful, inappropriate, fraudulent, or policy-violating content.
- Evaluate content for accuracy, relevance, and potential risk.
- Apply platform rules consistently while making sound, unbiased decisions.
- Escalate complex or ambiguous cases to senior moderators or policy teams.
- Stay updated on evolving content policies, legal requirements, and safety standards.
Life Claims Rep
State farm
09.2022 - 01.2023
- Communicated with reinsurance brokers to obtain claim information for processing.
- Monitored claim performance metrics such as cycle times, loss ratios, and customer satisfaction ratings, providing feedback to management when necessary.
- Reduced loss ratios through fair and prompt processing of claims.
Education
Associate of Applied Sciences -
Parker University
Dallas, Tx01.2020
Secondary School -
Southwood High School
01.2006
Skills
- Quality Assurance
- Underwriting
- Content Moderation
- Data Evaluation
- Microsoft Office
- Diagnostic Imaging
- Medical Terminology
- Problem Solving
- Document Validation
- Chat Support
- Customer Engagement
- Regulatory Compliance
- Claims Analysis
- Risk Assessment
- Customer Service
- Data Entry
Timeline
Policy Services Claims/Underwriter
Farmers Insurance
01.2023 - 09.2024
Life Claims Rep
State farm
09.2022 - 01.2023
Content Moderator
Apex Systems
09.2022 - 10.2023
Senior CSR/Quality Assurance
Support Services Group
04.2019 - Current
Associate of Applied Sciences -
Parker University
Secondary School -
Southwood High School