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Debra Peterson
Waterford,PA
Summary
Proactive Customer Service Representative with extensive experience in resolving disputes and enhancing customer loyalty. Skilled in handling escalated calls, claims investigation, and scheduling, with a strong focus on maintaining confidentiality and compliance. Bringing effective problem-solving abilities and a commitment to improving team efficiency and customer satisfaction.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service Representativve
Erie Insurance Group
04.2010 - 01.2017
- 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.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Inside Claims Representative - Auto Liability Adju
Erie Insurance Group
04.2007 - 04.2010
- Requested police reports and property damage inspection reports to assist in claim investigation.
- Entered claim data and file documentation into system for reporting purposes.
- Took recorded statements from claimants, insureds and witnesses. Did scene investigations, scene diagrams.
- Assigned Direct Repair Shop, Rentals as needed.
- Constructed Arbitration files as needed for cases that were unresolved as far as liability between insurance companies. I had a 95 percent success rate at arbitration.
Claims Coordinator, Medical Claims Coordinator
Erie Insurance Group
04.2001 - 04.2007
- Improved claims processing efficiency by streamlining workflows and implementing organizational systems.
- Efficiently navigated company databases to retrieve essential information for accurate claim handling and reporting purposes.
- Created user-friendly templates for common claim forms, simplifying the submission process for clients and reducing processing time.
- Assisted in training new hires on company policies and procedures related to the Claims Coordinator role, ensuring a seamless transition into their positions.
- Maintained strict adherence to confidentiality guidelines, ensuring sensitive client information was securely handled and protected at all times.
- Enhanced customer satisfaction by providing clear, concise explanations of claim procedures and resolutions.
- Performed documents and correspondence from adjusters, appraisers, agents and all departments within the company while working in Word Processing from 2001-2003.
- Prepared litigation files for Property and Auto Liability Adjusters.
Centralized Out-Patient Scheduling
Hamot Medical Center
05.1987 - 07.2001
- Assisted in training new centralized schedulers, sharing best practices and contributing to a supportive team environment.
- Balanced provider schedules according to their preferences while also considering factors such as room availability, equipment needs, or optimal utilization of resources.
- Ensured compliance with HIPAA regulations, safeguarding patient privacy during all aspects of the scheduling process.
- Provided backup support for front desk receptionists, assisting with a wide range of administrative tasks as needed to maintain smooth office operations.
- Communicated with various department to get stat exams scheduled for patients.
- Was liaison to Endoscopy Unit.
- Handled cancellations or rescheduling requests promptly while minimizing disruptions to overall appointment schedules across various departments.
- Provided compassionate support to patients facing complex medical conditions or emotional challenges during the scheduling process.
- Also worked as office assistant in Cardiopulmonary Department scheduling and assisting with inpatient and outpatient testing procedures.
Education
Associate of Science - Associate in Claims, Associate in Insurance Servic
Erie Insurance Courses
Erie, PA06-2005
Skills
- Call center experience
- Scheduling
- Professional telephone demeanor
- Documentation
- Prioritization
- Building rapport
- Complaint resolution
- Customer satisfaction measurement
- Some Microsoft use
- Coordination
- Office equipment proficiency
- Call center procedures
Certification
. Associate in Claims designation(AIC)
. Associate in Insurance Services designation (AIS)
. Food Service Supervision Certificate from University of Florida
via preceptor at Erie VA Hospital
Interests
Timeline
Customer Service Representativve
Erie Insurance Group
04.2010 - 01.2017
Inside Claims Representative - Auto Liability Adju
Erie Insurance Group
04.2007 - 04.2010
Claims Coordinator, Medical Claims Coordinator
Erie Insurance Group
04.2001 - 04.2007
Centralized Out-Patient Scheduling
Hamot Medical Center
05.1987 - 07.2001
. Associate in Claims designation(AIC)
. Associate in Insurance Services designation (AIS)
. Food Service Supervision Certificate from University of Florida
via preceptor at Erie VA Hospital
Associate of Science - Associate in Claims, Associate in Insurance Servic
Erie Insurance Courses
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