Conrad Coughlin
Arlington,VA
Summary
Experienced Claims Intake Specialist with over a decade of customer service experience, including leadership roles in managing teams and direct customer interaction. Proficient in claims processing software, adept at navigating complex intake policies while ensuring accuracy and adherence to protocols. Strong communicator, collaborator, and problem-solver, with exceptional attention to detail and a commitment to delivering outstanding customer service. Known for providing guidance to team members and adapting swiftly to dynamic environments.
Overview
3
3
years of professional experience
Work History
Claims Intake Representative
New York Life
02.2023 - Current
- Excelled in the intake position while establishing high-quality customer relationships using database resources, active listening, and technical expertise.
- Initiated and conducted personalized 1-on-1 training sessions for team members, surpassing the scope of job responsibilities to enhance intake processes and cultivate a supportive learning environment.
- Actively participated in the On-the-Job Training (OJT) chat room, sharing insights and guiding new hires to ensure proficiency in claims processing procedures and company policies.
- Demonstrated exceptional multitasking abilities and attention to detail while consistently delivering exceptional customer service.
Shift Leader
Ravens Nest
08.2022 - 02.2023
- Provided training and management support to team members, equipping them with the expertise needed to perform their roles effectively and successfully.
- Provided excellent customer service that contributed to creating a dedicated client base
Manager
Jackleg Sandwich Co.
11.2020 - 08.2022
- Manage daily restaurant operations, including staff supervision, inventory management, and customer service excellence.
Education
Bachelor of Arts - Communication Studies, Public Relations
James Madison University
Harrisonburg, Virginia01.2024
Skills
Expertise: Proficient in utilizing claims processing software and tools, with a comprehensive understanding of the intake process and associated procedures
Leadership: Demonstrated leadership skills in assisting new hires and team members by offering ongoing support and guidance, addressing inquiries, clarifying concepts, and troubleshooting issues to enhance overall team performance, accuracy, and metrics
Problem-Solving: Effective problem-solving skills utilized to address challenges and provide solutions to complex claim situations, both independently and collaboratively with team members
Communication: Excellent communication skills demonstrated through regular interaction with customers and team members, providing assistance, answering questions, and ensuring clarity in daily tasks and responsibilities
Time Management: Strong organizational and time management skills employed to balance daily duties, assist team members, and contribute to team success effectively
Adaptability: Ability to adjust to changes inside and outside the regular scope of duties
Timeline
Claims Intake Representative
New York Life
02.2023 - Current
Shift Leader
Ravens Nest
08.2022 - 02.2023
Manager
Jackleg Sandwich Co.
11.2020 - 08.2022
Bachelor of Arts - Communication Studies, Public Relations
James Madison University