Dawn Regan
Aurora,CO
Summary
Experienced manager with excellent client and project management skills.
Action oriented with strong ability to communicate effectively. Highly motivated, self- starter who works equally well independently and with teams at multiple levels. Excellent at juggling multiple tasks and working under pressure. Strong leadership and relationship-building skills. Enthusiastic leader with a reputation of mentoring and encouraging development.
Overview
15
15
years of professional experience
Work History
Claims Supervisor
Acosta Sales & Marketing
06.2012 - Current
- Supervise Claims personnel, to include evaluating associates, assisting in hiring, addressing performance issues, workload balancing. Assist with on-the-job training/mentoring of all Claims associates to improve accuracy and timeliness of validation and administration processes.
- Supervised team of 16 associates processing claims on behalf of numerous clients such as Coca Cola Refreshments, Ricola, Noosa, Starbucks, Campbell's/Pepperidge Farm while maintaining a sustained monthly audit score of 95.0% or higher and productivity scores of 131%.
- Monitored team performance, enforcing compliance with corporate claims processes and procedures.
- Assisted team with submitting in SOP tickets accurately and timely for both Client/Customers to reduce escalations and increase Ready to Clear rate. Assisted with maintaining current information.
- Had good working relationships with Sales, CSMs, clients and customers to discuss /address issues. Held bi-weekly calls with sales team/CSM's to review aged/high dollar claims to meet client goals.
- Won Chairman’s Award in 2015 – Silver Circle Winner > (Results for Coca Cola Team).
Customer Service Supervisor
Acosta Sales & Marketing
07.2018 - 06.2020
- Coached employees through day-to-day work and complex problems. Assisted team with order issues/errors to ensure team was achieving automation rate.
- Responded to customer/client inquiries to ensure orders were accurate and released timely to establish trust and increase satisfaction with both.
- Developed and maintained strong relationships with Sales and CSM's to discuss or address issues. Proactively assisted with sales with entering contracts into Relay, to eliminate any orders from failing.
- Worked with team to increase automation by understanding types of order errors and uses problem solving and analytical skills to resolve them so they do not repeat.
- Worked closely with CS Specialist to confirm orders were bypassed and released before end of day.
Claims Specialist
Acosta Sales & Marketing
08.2009 - 01.2012
- Validating and reviewing claims with knowledge, experience and research.
- Communicating with external and internal parties as needed. Process deductions timely within management guidelines. Record status of claims and funds
- Team lead of high profile clients - Heinz, Coca Cola (Minute Maid) and Welch's. Ensuring all client goals were met. Assisted Supervisor with meetings with sales/clients regarding high dollar/aged claims. Claims issues.
- Assisted with on-the job training/mentoring with new and present associates to improve accuracy and timeliness of validating claims.
- Work closely with Accenture (Acosta's indexing team), creating/revising documents to ensure all formats are scanned accurately into Acosta's system. Monitor and log all deduction errors with Accenture. Ensure all deduction queries are handled accurately and accordingly. Extract information from customers to assist the Claims team in the validation process.
- Won 2 Associates of the Month Awards
Claims Coordinator
Acosta Sales & Marketing
06.2008 - 08.2009
- Validating and reviewing claims with knowledge, experience and research.
- Communicating with internal/ external parties when needed.
- Processed deductions accordingly within management guidelines. Extracted information from Clients proprietary systems to assist in validation process.
- Maintained client manuals to include: Client Deduction Process, Client Guidelines, price lists.
Escalated all unresolved issues to Business Managers, Claims Supervisors, Claims Trainers.
Education
No Degree - Business
Community College of Denver
Denver, CO06.1997
High School Diploma -
William C. Hinkley
Aurora05.1991
Skills
- Time Management
- Organization
- Customer Service
- Claims
- Proficient in Microsoft Excel, Outlook, Word
- Detailed Oriented
- Payroll
- Management Experience - Acosta Sales & Marketing 12 years
- Computer Efficiency
Timeline
Customer Service Supervisor
Acosta Sales & Marketing
07.2018 - 06.2020
Claims Supervisor
Acosta Sales & Marketing
06.2012 - Current
Claims Specialist
Acosta Sales & Marketing
08.2009 - 01.2012
Claims Coordinator
Acosta Sales & Marketing
06.2008 - 08.2009
No Degree - Business
Community College of Denver
High School Diploma -
William C. Hinkley