CHELSEA PROMES
Carroll,IA
Summary
Highly efficient Clerk Specialist well established in fast-paced and challenging environments. Dependable, organized, and successful at managing multiple priorities with a positive attitude. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Willingness to take on added responsibilities to meet team needs.
Overview
10
10
years of professional experience
Work History
Clerk Specialist
State of Iowa
09.2022 - Current
- Interact with customers by phone, email or in-person to provide information
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs
- Documented data and completed accurate updates to case records
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff
- Processed legal documents such as summons, bench warrants, and contempt packets to prepare materials for trials
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases
- Located parents for gaining child support and prepared records of payments
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets
- Explained policies, procedures and instructions to parents
- Managed multiple projects simultaneously using organizational and analytical skills
- Index all incoming mail for Carroll CSS Office
- Handle all MSTC voicemails for Carroll CSS Office
- Process check refunds for the AA2's
- Assist Case Setup by processing checks for paternity affidavits as well as upload orders, decrees, petitions, and COC payment records to workers' process lists in a timely manner
Authorization Specialist
First American Home Warranty
05.2021 - 08.2022
- De-escalated upset and frustrated customers
- Engaged with customers and delivered quality service
- Authorized repair or replacement of systems or appliances covered by their policies
- Informed customers of non-covered claims and explained reason why
- Interpreted home warranty plans and contract coverage
- Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty
- Kept records of customers' charges and payments
- Assisted with offering and purchasing appliances for customers
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements
- Managed account data and verified information with the customers, past home owners, and other involved parties
- Assist and mentor new employees in coverages and how to handle difficult situations with both customers and technicians
- Assisting supervisors with their job responsibilities such as researching claims, mentoring newer associates, or to handle an escalation
- Giving the best customer experience by listening, taking ownership of the call, showing leadership skills, and researching their claim to get a timely and quality resolution
- Able to multi-task in a fast paced work environment
- Effectively able to take data and document (create tables/graphs/charts) in Excel as well as Power Point
- Help schedule/organize fun committee activities for the Authorization Department to boost moral and overall quality of both work and life
- Fill in and take over front desk responsibilities while maintaining a friendly atmosphere and confidentiality
- Assist in training and mentoring new employees
- Having guests such as Account Executives, Corporate Office, or other department employees sit with me to get a better understanding of the Authorization Department and its functions all while representing the department in friendly and professional manner
- Taking live calls in front of new associates as well as answering questions to ensure they have a better understanding and more confidence when coming out to the floor
- Assisting other departments to alleviate their call volumes and queues
- Assisting Contractor Relations by researching claims and helping them find solutions
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Manage work rotation calendar for Authorization Support Line representatives so they know when they are scheduled to work
- Trained all departments including supervisors, managers, authorization representatives, and contractor relations in being able to navigate/work in a new authorization program.
- Managed large case loads efficiently and in a timely manner.
Authorization Support Line Specialist
American Home Shield
04.2016 - 05.2021
- De-escalated upset and frustrated customers
- Engaged with customers and delivered quality service
- Authorized repair or replacement of systems or appliances covered by their policies
- Informed customers of non-covered claims and explained reason why
- Interpreted home warranty plans and contract coverage
- Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty
- Kept records of customers' charges and payments
- Assisted with offering and purchasing appliances for customers
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements
- Managed account data and verified information with the customers, past home owners, and other involved parties
- Assist and mentor new employees in coverages and how to handle difficult situations with both customers and technicians
- Assisting supervisors with their job responsibilities such as researching claims, mentoring newer associates, or to handle an escalation
- Giving the best customer experience by listening, taking ownership of the call, showing leadership skills, and researching their claim to get a timely and quality resolution
- Able to multi-task in a fast paced work environment
- Effectively able to take data and document (create tables/graphs/charts) in Excel as well as Power Point
- Help schedule/organize fun committee activities for the Authorization Department to boost moral and overall quality of both work and life
- Fill in and take over front desk responsibilities while maintaining a friendly atmosphere and confidentiality
- Assist in training and mentoring new employees
- Having guests such as Account Executives, Corporate Office, or other department employees sit with me to get a better understanding of the Authorization Department and its functions all while representing the department in friendly and professional manner
- Taking live calls in front of new associates as well as answering questions to ensure they have a better understanding and more confidence when coming out to the floor
- Assisting other departments to alleviate their call volumes and queues
- Assisting Contractor Relations by researching claims and helping them find solutions
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Manage work rotation calendar for Authorization Support Line representatives so they know when they are scheduled to work
- Trained all departments including supervisors, managers, authorization representatives, and contractor relations in being able to navigate/work in a new authorization program.
- Managed large case loads efficiently and in a timely manner.
Lead Direct Support Professional
New Hope Village
08.2014 - 04.2016
- Communicated with clients regarding continuing care and medications and discussed dietary, and development plans with family members and guardians
- Worked to improve and enhance clients' lives through effective and compassionate care
- Handled various patient-oriented duties, including vital sign monitoring, assisting with medication administration and patient behavior assessments
- Effectively managed daily charting for each patient
- Successfully led key projects which resulted in better overall motor ability and speech skills
- Provided basic care for elderly patient, including scheduling appointments and managing finances
- Engaged client in physical and mental activities to sustain quality of life
- Developed strong and trusting rapport with each client to facilitate best possible care and assistance
- Monitored clients' progress to report necessary changes
- Facilitated games and other activities to engage clients and provide mental stimulation or entertainment
- Maintained clean and well-organized environment to promote client happiness and safety
- Assisted disabled individuals to promote independence while still closely monitoring safety at all times
- Maintained calendar of social, recreational and educational events to enhance everyday life
- Helped develop programs specifically designed for each individual client to improve quality of life
- Oversaw and helped managed support staff in patient care activities while maintaining a high level of staff morale and professionalism
- Trained new staff on quality control procedures and individualized care routines.
Education
High School Diploma -
Carroll High School
Carroll, IA05.2014
Skills
- Leadership
- Effective Communicator
- Organized
- Critical Thinking
- Detail-oriented
- Problem resolution
- Time management
- Flexible and able to multi-task in a fast pace environment
- Documentation and reporting
- Resourceful
- Client Outreach
- Customer Focused
- Document Scanning
- Policy Knowledge
- Case analysis
References
- Erica Whitmore, Friend, Contractor Relations at First American Home Warranty, (614) 961-9402
- Brittany Riesenberg, Friend, Nanny/Assistant teacher, (712) 790-6223
- Cassie Nalean, Co-worker/ Case Manager, (515) 664-1641
- Tiffany Walbaum, Friend, County Clerk for Carroll County, (515) 370-2524
Timeline
Clerk Specialist
State of Iowa
09.2022 - Current
Authorization Specialist
First American Home Warranty
05.2021 - 08.2022
Authorization Support Line Specialist
American Home Shield
04.2016 - 05.2021
Lead Direct Support Professional
New Hope Village
08.2014 - 04.2016
High School Diploma -
Carroll High School
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