Cheryl Mims
Lawrenceville,GA
Summary
Adept at claims processing and policy interpretation, I excel in delivering exceptional customer service, as demonstrated at State Farm. My background includes streamlining claims investigations, enhancing team efficiency, and improving customer satisfaction. With strong problem-solving abilities and a knack for clear communication, I consistently meet and exceed performance goals.
Overview
6
6
years of professional experience
Work History
Claim Associate
State Farm (Hybrid)
Dunwoody, GA
12.2022 - Current
- Assisted with inbound and outbound calls to customers within a fast-paced call center environment; supported customers through personalized, caring, and simple interactions during the claims process.
- Proactively investigate claims, apply policy coverages, accurately document claim files, and deliver a remarkable customer experience by assisting and handling claims within Property Express.
- Verified policyholder information to ensure that claims were paid correctly.
- Communicated with policyholders to explain claim decisions and answer inquiries.
- Analyzed customer inquiries to determine the appropriate course of action for claims resolution.
Customer Service Advisor
Unum (Remote)
Chattanooga, TN
11.2020 - 12.2022
- Assisted customers with accurate information regarding their policy and coverage-related questions for healthcare benefits in a timely manner.
- Met company goals and metrics to guarantee the best experience for customers.
- Express empathy, professionalism, accurate feedback, and guidance, while protecting customers' privacy at all times.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Followed all documented processes and workflows to enhance customer service and reduce customer effort and operating efficiency.
Claim Support - Call Team
State Farm
Dunwoody, GA
11.2019 - 06.2020
- I worked in a team environment where my primary responsibility was to connect misrouted callers to the correct claim handler of the department.
- Assisted other Claims Support departments in handling various tasks when needed, such as disclosure, data entry, and emails.
Inbounds Contacts Representative 1
Humana
Roswell, GA
11.2018 - 11.2019
- Assisted customers with the dental coverage benefits in a professional and courteous manner.
- Consistently met daily performance goals set by management team members.
- Provided members and dental providers with details regarding members' benefits, granted pre-authorizations for dental treatment if covered, and advised current and prospective members of details about network providers.
- Responsible for recording details of inquiries, comments, complaints, transactions, interactions, and acting in accordance with them while assisting with unresolved and pending customer grievances.
Education
GED
OIC of Alabama
Montgomery, AL04-1996
Bachelor of Arts - Accounting
Strayer University
Atlanta, GASkills
- Claims processing
- Policy interpretation
- Claims investigation
- Transaction reconciliation
- Claims review
- Payments posting
- Time management strategies
- Clear oral communication
- Data entry
- Close attention to detail
- Strong problem-solving abilities
- Team player
Timeline
Claim Associate
State Farm (Hybrid)
12.2022 - Current
Customer Service Advisor
Unum (Remote)
11.2020 - 12.2022
Claim Support - Call Team
State Farm
11.2019 - 06.2020
Inbounds Contacts Representative 1
Humana
11.2018 - 11.2019
GED
OIC of Alabama
Bachelor of Arts - Accounting
Strayer University
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