Desherie P. Callahan
Winston-Salem,USA
Summary
Consummate Claims Associate knowledgeable in car insurance coverage, policy terms, and conditions. Facilitates claims processing by cultivating productive relationships with stakeholders. Blends analytical and administrative acumen throughout investigations and recommendations.
Overview
15
15
years of professional experience
Work History
Senior Claims Consultant
GMAC INSURANCE
Repair Customer Service Assistant
AT&T
Tax Professional
H&R BLOCK
Accounts Payable Processor
OAKWOOD HOMES CORP.
Charitable Services Accountant
WELLS FARGO
Trust Accountant
WELLS FARGO
Bills of Materials Analyst
BE AEROSPACE/CLARKS GROUP
Senior Product Specialist
Whisker
06.2021 - Current
- Serve as a product expert, addressing customer inquiries regarding product features, specifications, and usage
- Assist customers via phone, email, or chat to troubleshoot and resolve product-related issues
- Collaborate with internal teams (such as engineering, product, and sales) to gather information and provide customers with accurate product details and solutions
- Provide clear, concise, and professional responses to customer concerns, ensuring high satisfaction
- Document customer interactions, product feedback, and technical issues using CRM tools
- Educate customers on product features, best practices, and any updates or changes to products
- Work with the customer support team to handle product returns, exchanges, and warranty claims
- Continuously improve product knowledge and stay updated on product changes, releases, and technical specifications
- Identify and report recurring issues or areas for product improvement to the product management team
- Contribute to creating knowledge base articles and product FAQs to help empower customers with self-service options
Senior Marker Customer Service Professional
Blue Cross Blue Shield North Carolina
07.2019 - 06.2021
- Support and be committed to the mission, vision, and values of the company by delivering seamless, energetic, and innovative service solutions to increase stakeholder satisfaction and retain customers
- Utilize probing and creative problem-solving methods to resolve foundational customer inquiries on first contact
- Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, and educate customers and providers on acceptable client practices and policies
- Identify, understand, and anticipate customers' unexpressed needs and concerns in a caring manner
- Interface with local, state, and federal governmental entities and plan participants regarding client products, services, and policies
Service Connect Customer Care Instructor
ALIGHT Solutions
04.2016 - 04.2019
- Developed a new process to effectively facilitate Service Connect course material training for CCR and Manager roles across all platforms; Health & Welfare, Defined Benefits, Defined Contribution, Advocacy, resulting in a system that saved time and money
- Reinforce concepts and importance of tool usage so learners have adequate skills upon training completion for client delivery
- Utilize assessment scores to identify areas of development and increase learning sessions when learners fall below 80% score on final assessment
- Create a positive and encouraging learning environment
- Provide direct feedback and effective coaching to Learners
- Development of training Delivery material
- Complete and monitor training logistics activities to ensure the training adheres to the project schedule
- Coordinate class logistics, including scheduling facilitators, reserving locations, ordering and shipping materials, etc
- Consult with learning managers on the forms and processes required to complete various training requests for Web-based or instructor-led training
Lead Business Instructor/AH Coach/OFS
AON Hewitt
08.2013 - 04.2016
- Facilitated AE Contractor's initial training of the customer service role
- Participated and supported all AE Strategies
- Identify and escalate call trends, chat support issues, and provide training on client teams
- Attend POD Meetings to discuss AE Contractor Quality
- Partner with Randstad on documenting any performance / behavioral items for AE Contractors
- Support and Communicate Resources Sharing/Movement
- Strong Time Management Skills
- Managed a Team of 23 AE Contractors across three Software Platforms: TBA, CBA, HR Portal
Customer Service Client Specialist
AON Hewitt
05.2014 - 08.2014
- Provided Feedback on pull call request, Customer Liaison between call center and clients
- Update the YCR per Client Manager request
- Conducted Client Specific Trainings
Benefits Administrator
AON Hewitt
05.2012 - 08.2013
- Responsible for researching and responding to complex customer cases using policies and procedures to provide timely resolutions for participant services specialist
- Process death and life benefits
- Provide daily customer updates to medical, dental and vision carriers to ensure customer coverage and eligibility
- Resolve escalated participant concerns and interact with the client and other internal and external contacts
Customer Service Representative III
AON Hewitt
06.2010 - 05.2012
- Responsible for answering employee benefit related questions and assisting customers with completing enrollment in health and welfare benefit programs
- Responsible for researching and responding to complex customer cases using policies and procedures to provide timely resolutions for participant services specialist
- Serve as a subject matter expert for numerous clients
Education
Bachelors of Science - Management Information Systems
Winston-Salem State University
Winston Salem, NCConcentration in Accounting Curriculum - undefined
Bowie State University
Bowie, MDSkills
- Product Implementation
- Product Integration
- Cross-Functional Collaboration
- System Implementation
- Strategic Planning
- Organizational Leadership
- Presentation Facilitation
- Conflict Resolution
- Schedule Coordination
- Data Management
- Project Management
- Process Improvement
- Data Analysis
- Research
- Reporting
- Problem Solving
- Training Facilitation
- Interpersonal Skills
- Verbal & Written Communication
Training
AOL, MS Internet Explorer, Netscape Navigator, Search Engines, Chrome, Firefox, Web design, JavaScript, HTML, Windows, Windows Vista, DOS, CICS (mainframe), SQL (database management), Microsoft Office Suite, Lotus Smart Suite, WordPerfect Office, JD Edwards (AS/400), Agile (engineering product management system), Visio, Visual Basic (event-driven, object-oriented programming language), Adobe 8, SEI, Salesforce, Dixa, Magento, Hotmail, Microsoft Outlook, Netscape, Lotus Notes, Gmail
Timeline
Senior Product Specialist
Whisker
06.2021 - Current
Senior Marker Customer Service Professional
Blue Cross Blue Shield North Carolina
07.2019 - 06.2021
Service Connect Customer Care Instructor
ALIGHT Solutions
04.2016 - 04.2019
Customer Service Client Specialist
AON Hewitt
05.2014 - 08.2014
Lead Business Instructor/AH Coach/OFS
AON Hewitt
08.2013 - 04.2016
Benefits Administrator
AON Hewitt
05.2012 - 08.2013
Customer Service Representative III
AON Hewitt
06.2010 - 05.2012
Senior Claims Consultant
GMAC INSURANCE
Repair Customer Service Assistant
AT&T
Tax Professional
H&R BLOCK
Accounts Payable Processor
OAKWOOD HOMES CORP.
Charitable Services Accountant
WELLS FARGO
Trust Accountant
WELLS FARGO
Bills of Materials Analyst
BE AEROSPACE/CLARKS GROUP
Concentration in Accounting Curriculum - undefined
Bowie State University
Bachelors of Science - Management Information Systems
Winston-Salem State University
Similar Profiles
Jamie DoverJamie Dover
Regional Claims Leader at GMAC Insurance/NGICRegional Claims Leader at GMAC Insurance/NGIC
Becki CaesarBecki Caesar
Territory Manager at Safeco Insurance CompanyTerritory Manager at Safeco Insurance Company
Trevor SmithTrevor Smith
Global Quality Assurance Specialist at AIG InsuranceGlobal Quality Assurance Specialist at AIG Insurance