Deidra Harris
Macon ,GA
Summary
Organized, detail-oriented, dependable, dedicated , results-driven Customer Service professional focused on delivering exceptional support for customers needs. Quick competent learner with proven multitasking abilities. Committed to maintaining professional relationships to drive business results.
Overview
20
20
years of professional experience
Work History
Member Service Representative
Blue Cross Blue Shield of Massachusetts
03.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Analyzed policy details along with supporting documents provided by healthcare providers to make informed decisions on claims approvals or denials.
- Resolved complex claims issues for expedited processing and resolution.
Personal Injury Protection & Medpay Sr. Adjuster
GEICO
09.2018 - 06.2023
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Organized, planned and documented materials for Injury claims.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Followed established auditing processes to meet internal and regulatory requirements.
- Communicated with auditor staff to obtain necessary information for audits.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Filed Arbitrations for property and medical claims
Collections Specialist
GEICO
12.2011 - 09.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Followed established auditing processes to meet internal and regulatory requirements.
- Analyzed data and findings to prepare reports detailing financial information.
Total Loss Claims Adjuster
GEICO
08.2006 - 12.2011
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
Cashier
Home Depot
03.2004 - 08.2006
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
Education
Associate of Applied Science - Dental Hygiene
Gordon State College
Barnesville, GAHigh School Diploma -
Southeast Bulloch High School
Brooklet, GA05.2003
Skills
- Outstanding Clerical Abilities
- Litigation Support
- Strong Communication and Interpersonal Skills
- Subrogation Expertise
- Insurance Policies
- Advanced Computer Skills
- Report Writing
- Collection Processes
- Call Center Operations
- Call Volume and Quality Metrics
- Data Analysis
- Critical Thinking and Analysis
- Auditor Assistance
- Arbitration
Timeline
Member Service Representative
Blue Cross Blue Shield of Massachusetts
03.2024 - Current
Personal Injury Protection & Medpay Sr. Adjuster
GEICO
09.2018 - 06.2023
Collections Specialist
GEICO
12.2011 - 09.2018
Total Loss Claims Adjuster
GEICO
08.2006 - 12.2011
Cashier
Home Depot
03.2004 - 08.2006
Associate of Applied Science - Dental Hygiene
Gordon State College
High School Diploma -
Southeast Bulloch High School