Courtney Lethcoe
Rustburg,Virginia
Summary
I am an energetic, detailed-oriented, committed business professional with knowledge in databases, and business principles. I have history in customer service which has helped me learn how to interact with diverse groups of people, and build lasting relationships.
Overview
17
17
years of professional experience
Work History
MOA II and USA, CNA III
Centra Health
01.2007 - 01.2020
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced patient stress levels through effective communication and active listening skills.
- Assisted patients with daily living activities, promoting independence and dignity.
- Collaborated with interdisciplinary healthcare teams to develop and implement individualized care plans for patients.
Member Care Representative III
Nationwide Insurance
07.2013 - 10.2016
- Improved customer satisfaction by addressing and resolving issues promptly and professionally.
- Enhanced team efficiency by streamlining communication and collaboration processes.
- Assisted customers in navigating complex account issues, ensuring a positive experience overall.
- Reduced call wait times by efficiently managing high call volumes and prioritizing urgent cases.
- Contributed to company growth by maintaining strong relationships with clients through excellent service.
- Promoted customer retention with proactive outreach, addressing potential concerns before they escalated.
Senior Customer Service Representative
Genworth
10.2016 - 03.2022
- Paid and processed claims within designated authority level
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures
- Handled and processed variety of claims.
Case Manager
Pacific Life Insurance Company
10.2016 - 06.2017
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement
- Entered claim transactions, payments, reserves and other documentation
- Reviewed claims to ensure accuracy, resulting in multiple claim reductions
- Investigated questionable claims to determine payment authorization
- Gathered information from various third parties to determine claim acceptability
- Assisting numerous customers by answering questions, responding to inquiries and handling telephone requests
- Verified data integrity and accuracy.
- Entered details such as payments, account information and call logs into systems Calypso,
- Pega , and cloas
- Answered average of 50 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
- Assisted customers by answering questions, addressing concerns and providing current account information
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions
- Met and exceeded performance goals to support long-term company growth and market dominance
- Educated customers about products, pricing and policies to address and resolve issues
- Managing term life insurance- answering and making phone calls to proposed insured or BGAS
- Working the IN-House fulfillment team box to continue processing term life polices to go into force if possible, with working directly with the
Quality Assurance Analyst
Continental General Insurance
03.2022 - Current
- Enhanced software quality by conducting thorough testing and identifying areas for improvement.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Collaborated with development teams to identify, track, and resolve software defects in a timely manner.
- Improved product reliability by executing rigorous test plans and ensuring software met established requirements.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
Education
High School Diploma - undefined
Rustburg High School
Rustburg, VAundefined
2009
Skills
- Microsoft word programs and Excel
- Insurance knowledge
- Customer service in auto, home, life and long term care
- Programs in insurance such as Genius, PEGA , CLOAS
- Direct patient care with CNA License
- Documentation of Patient Activities and patients I&O's
- Customer support
Additional Information
- CNA Votech VA , Received C.N.A License
Timeline
Quality Assurance Analyst
Continental General Insurance
03.2022 - Current
Case Manager
Pacific Life Insurance Company
10.2016 - 06.2017
Senior Customer Service Representative
Genworth
10.2016 - 03.2022
Member Care Representative III
Nationwide Insurance
07.2013 - 10.2016
MOA II and USA, CNA III
Centra Health
01.2007 - 01.2020
High School Diploma - undefined
Rustburg High School