Demetria Lofton
Hopewell,Virginia
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Claims Support Specialist
CVS
07.2023 - Current
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Disputes Specialist
Pra Group Inc
07.2021 - 07.2023
- Adhered to department processes, procedures and goal expectations for case investigations.
- Analyzed, researched and resolved payment claims within required timeframes.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Interacted with law enforcement agencies, merchants and persons of interest to obtain and review dispute information.
Mail Processing Clerk
United States Postal Service
11.2020 - 01.2021
- Used automated mail processing equipment to sort and collate mail.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Processed and organized incoming mail for distribution to appropriate departments.
- Proved successful working within tight deadlines and a fast-paced environment.
Contact Center Associate
Capital One
08.2019 - 07.2021
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Claims A1/B1 Rep
General Dynamics Information Technology
01.2017 - 08.2019
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
Media Center Assistant
Norfolk State University
09.2015 - 12.2016
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Answered patron questions in-person or by phone regarding library services and resources.
Team Lead
Hardees
08.2009 - 02.2016
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
Bachelors of Science in Accounting -
Norfolk State University
Norfolk, Va12.2016
High School Diploma -
Dinwiddie High School
Dinwiddie, Va06.2009
Skills
- Customer service
- Microsoft Office Programs
- Keyboarding
- Medical Billing
- Conflict Resolution
- Computer Proficiency
Timeline
Claims Support Specialist
CVS
07.2023 - Current
Disputes Specialist
Pra Group Inc
07.2021 - 07.2023
Mail Processing Clerk
United States Postal Service
11.2020 - 01.2021
Contact Center Associate
Capital One
08.2019 - 07.2021
Claims A1/B1 Rep
General Dynamics Information Technology
01.2017 - 08.2019
Media Center Assistant
Norfolk State University
09.2015 - 12.2016
Team Lead
Hardees
08.2009 - 02.2016
Bachelors of Science in Accounting -
Norfolk State University
High School Diploma -
Dinwiddie High School