Darren Turner
Clermont
Summary
Highly organized individual with 10 years of Call Center experience dealing with phone upselling, sales, healthcare and customer service skills. Proficient with security administration in a mainframe and client based environment with 8 years of problem-solving and conflict resolution experience. Enthusiastic leader with 7 years of supervisory experience An innovative troubleshooter with 5 years’ experience in property and casualty insurance industry. Excellent communication skills with 3 years of marketing Systems Administration experience
Overview
28
28
years of professional experience
Work History
Claims Examiner
Sedgwick CMS
10.2023 - Current
- Handled sensitive information with discretion, ensuring confidentiality of personal and financial details for claimants throughout the claims examination process.
- Utilized analytical skills to evaluate medical bills for accuracy and appropriateness of charges before approving payments as part of the claims process.
- Participated in cross-functional team meetings to address organizational challenges related to claims management and develop solutions collaboratively.
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
Supervisor
Health Insurance Innovation
10.2015 - Current
- Take inbound escalation calls for members covered by various healthcare insurance plans
- Manages a team of 20 call center agents – performance reviews, attendance, operations, metrics, training, reporting to track quality and one call resolution
- Ensure daily operations performed – cancellations, patient account maintenance and vendor billing such as discrepancies, updated and accurate
Student Services Representative-Florida Tech University online
Bisk Education
01.2006 - 01.2015
- Enroll students in graduate degree program via phone within a call center environment
- Participates in bi-weekly monitoring, coaching and calibrations for sales calls
- Attend meetings with management to discuss University news and updates
- Conduct training for new and existing representatives of the department
- Maintain a working relationship with students from their first class until their graduation
- Adhere to privacy and confidentiality of a book of business of students
- Discuss payment options
- Successfully reached and exceed company issued sales goals at 100%
Marketing Systems Administrator
Kemper Auto and Home
01.2003 - 01.2006
- Managed the security administration process for the company extranet/agency portal in support of single sign on authentication including but not limited to: IMS, CICS and web based quoting applications involving TS, RACF and Nekema security
- Configured client preferences for agency management systems to receive electronic downloads of transactional history including system issues and provided solution alternatives to support staff
- Provided training for new administration staff on security protocol and procedures.
Supervisor (Part-time)
Allsafe Security
01.1997 - 01.2004
- Managed a staff of over 10 technicians while providing coaching and constructive feedback for employee development
- Developed quality guidelines to ensure the staff delivered high levels of service and production
- Conducted performance reviews and other administrative duties
- Resolved customer service inquiries and facilitated conflict resolution internally and externally
Marketing Agency Support Specialist
01.2002 - 01.2003
- Provided new business processing and policy management support to agents and company staff
- Managed inbound technical inquiries from agents and internal staff in high call volume environment
- Escalated issues rapidly to proactively prevent widespread outages and loss of potential books of business.
Customer Service Specialist
Zurich Insurance Company
01.2000 - 01.2002
- Processed and adjudicated new business applications per underwriting guidelines
- Conducted policy maintenance for auto and home including endorsements
- Implemented training for new employees on application processing and risk evaluations
- Managed inbound calls from customers and agents concerning policy inquiries
Education
B.S. - Communications, Radio and Television Broadcasting
University of North Florida
Jacksonville, FL01.1998
Skills
- Training
- Reporting
- Performance Evaluations
- Microsoft Suite
- Problem Solving
- Systems: Net Aries, Cybersource
- Effective Communication
- Mainframe Security
- Service and Quality Savvy
- Coaching
- CRM-Talisma
- Underwriting
Timeline
Claims Examiner
Sedgwick CMS
10.2023 - Current
Supervisor
Health Insurance Innovation
10.2015 - Current
Student Services Representative-Florida Tech University online
Bisk Education
01.2006 - 01.2015
Marketing Systems Administrator
Kemper Auto and Home
01.2003 - 01.2006
Marketing Agency Support Specialist
01.2002 - 01.2003
Customer Service Specialist
Zurich Insurance Company
01.2000 - 01.2002
Supervisor (Part-time)
Allsafe Security
01.1997 - 01.2004
B.S. - Communications, Radio and Television Broadcasting
University of North Florida
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