Summary
Overview
Work History
Education
Skills
Timeline
Generic

Crystal Aaron

Macomb

Summary

Experienced professional skilled in managing disability cases, ensuring compliance, and providing individualized client support. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Expertise in case assessment, client advocacy, and effective communication.

Overview

12
12
years of professional experience

Work History

Policy Services Specialist I

Standard Insurance Company
09.2023 - Current
  • Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
  • Trained new team members, sharing best practices and ensuring consistent service standards across the department.
  • Streamlined service processes for increased efficiency and improved customer experiences.
  • Developed comprehensive training programs designed to enhance skill sets of both new hires as well as experienced employees within the organization.
  • Reported issues to property manager so effective resolutions could be put into place.

Escalation Specialist

Progressive Insurance
04.2018 - 04.2021
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
  • Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
  • Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
  • Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.

Disability Case Manager

Anthem Inc
10.2013 - 12.2016
  • Served as a knowledgeable resource in disability-related matters for colleagues, contributing to a well-informed, high-performing team.
  • Managed a high volume of cases simultaneously while maintaining exceptional organization and time management skills.
  • Expedited decision-making processes by proactively addressing potential concerns or obstacles early on within each case assessment.
  • Oversaw successful transitions from short-term disability claims to long-term ones when necessary, ensuring continuity of care for clients facing extended periods out of work due to disabilities.
  • Optimized internal processes for tracking case status, streamlining workflow and enhancing overall productivity levels within the team.
  • Trained new disability case managers on company policies, procedures, and best practices, contributing to a knowledgeable workforce.
  • Collaborated with healthcare providers to gather necessary information quickly, expediting case resolutions.
  • Conducted comprehensive evaluations of medical records to determine eligibility for benefits accurately and efficiently.
  • Actively participated in professional development opportunities to stay current with industry trends, best practices, and emerging technologies related to short-term disability case management.

Education

Bachelor of Science - Organizational Administration – Finance Concentration

Central Michigan University

Skills

  • Industry knowledge expert
  • Employee benefits management
  • Health/Life Insurance Services
  • Project Management
  • Quality Control & Auditing
  • Employee training & development
  • Client Relations
  • Disability case management
  • Client account management
  • Customer support/Escalations

Timeline

Policy Services Specialist I

Standard Insurance Company
09.2023 - Current

Escalation Specialist

Progressive Insurance
04.2018 - 04.2021

Disability Case Manager

Anthem Inc
10.2013 - 12.2016

Bachelor of Science - Organizational Administration – Finance Concentration

Central Michigan University

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