Dawn M. Green
Largo,Florida
Summary
Seeking GBS Accidental Death & Dismemberment Associate opportunity to continue developing strong communication and customer empathy. Demonstrated ability to handle complex inquiries, resolve issues, and maintain positive client and colleague relationships. Professional Senior representative with extensive experience in customer support and relationship management. Expertise in addressing client concerns and implementing solutions that enhance customer loyalty. Leverages collaboration and adaptability to meet team goals and drive results, displaying strong communication and organizational skills.
Overview
12
12
years of professional experience
Work History
Senior Representative Universal GBS Advocate
New York Life Insurance Co
09.2023 - Current
- Resolved issues average 40 plus inbound calls with careful research and follow-up with Leave manager or Claim manager as indicated.
- Navigated STD claims and answered questions regarding claim status and payment history escalating as necessary. next step according to SOP.
- Contributed and assisted TL in team huddles. Collaborate with other team members in weekly RCPS to troubleshoot issues affecting a cohesive and productive work environment.
- Problem resolution through excellent communication skills, reporting time and interacting with LM, CM helping to assist with the management of the SOP of new,open and closed or pending files.
GBS FMLA Representative Advocate
New York Life Insurance Co
10.2022 - 09.2023
- 2023 successfully interviewed and was promoted to Universal Senior Representative FMLA and Short-term disability GBS advocate. Answered all questions, assisted resolution of concerns prior to intake of claim.
- Used SOP to report time based on the F&D on CHCP approved under government guidelines.
- 2023 successfully interviewed and was promoted to Universal Senior Representative FMLA and Short-term disability GBS advocate.
Operations Specialist II Claims Residential Ins.
Weston Casualty & Property Insurance Company
05.2020 - 08.2022
- Call Center CSR440 Licensed Agent – Provides exceptional Customer service accurately and consistently
- High volume calls and email daily-document and record all conversations, details inquiries and complaints and the action and steps taken to resolve
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Gathered, organized and input information into digital database.
Customer Service Representative
Anchor Specialty Insurance (Purchased by Weston Insurance Company)
08.2017 - 03.2020
- 440 CSR – Claims review and FNOL experience
- Cross trained multiple departments
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Office Administrator Manager
Roberts Collision Center
01.2013 - 01.2017
- HR & payroll thirty employees
- Manage company contracts including annual negotiations to reduce overhead costs of a consistent reduction percentage while recovering outstanding receivable and increasing company assets
- Exceeds goals and provides excellent service for long-term customer retention
- Interacts with empathy and uses multiple resources to achieve effective communication of company policies in accordance with departmental standards
- Adapted to multiple operating system changes, a cross trained for multi department interaction
- Account resolution and consistent survey stats95-100% exceeding company performance standards on monthly review and reporting
- Assist other colleagues with project and assist with training and transition of new employees
Education
440 License - Personal lines CSR - Insurance Regulations, Sales Regulatory and Compliance Guidelines
Central Insurance School
St. Petersburg, FL01.2018
Technical Diploma - Nationally Registered Medical Assistant
Tampa College
Clearwater, FL01.1989
High School Diploma -
Severna Park High School
Severna Park, Maryland01.1982
Skills
- Windows10 and11Microsoft 365
- MS Office Word, Excel, Power Point, Outlook, Multiple web based operating systems
- Admin Suite, IAM, AS400 Guide wire, Stingray, Bridge
- Five -9 remote soft phone system, zoom training and meetings and interactions as scheduled
- Contribute and lead team huddles and weekly RCPS contribution towards efficient workplace problem solving CEI
- Time management prioritize tasks and complete on or before scheduled deadlines
Communication
- Achieved outstanding customer service reviews with consistent management recognition both verbal and written, resulting in compensation bonus related acknowledgment.
- Review accounts with quick interpretation of billing.
- Sales tax monthly filings and research resulted in a $20,000 recovery of company previous overpayment to the State of Florida prior to my employment.
Leadership
- Finance team member for SPUMC3 years2019– Present.
- Annual Budget and monthly finance decisions as related to meeting minutes.
- Staff Resource Team3-year Term-2016-2019 HR Hiring interviews and salary approval of current employees and new hires.
Languages
Spanish
Elementary
Timeline
Senior Representative Universal GBS Advocate
New York Life Insurance Co
09.2023 - Current
GBS FMLA Representative Advocate
New York Life Insurance Co
10.2022 - 09.2023
Operations Specialist II Claims Residential Ins.
Weston Casualty & Property Insurance Company
05.2020 - 08.2022
Customer Service Representative
Anchor Specialty Insurance (Purchased by Weston Insurance Company)
08.2017 - 03.2020
Office Administrator Manager
Roberts Collision Center
01.2013 - 01.2017
440 License - Personal lines CSR - Insurance Regulations, Sales Regulatory and Compliance Guidelines
Central Insurance School
Technical Diploma - Nationally Registered Medical Assistant
Tampa College
High School Diploma -
Severna Park High School
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