Dezire Kelly
Richmond,VA
Summary
Professional claims specialist with strong record in handling and resolving complex claims efficiently. Adept at analyzing data, identifying discrepancies, and providing solutions that drive positive outcomes. Effective team collaborator with focus on achieving results and adapting to evolving requirements. Skilled in negotiation, customer service, and regulatory compliance, consistently ensuring accuracy and fairness.
Experienced with analyzing and processing diverse claims accurately and efficiently. Utilizes strong investigative skills and attention to detail to ensure fair settlements. Track record of maintaining compliance with industry regulations and providing excellent customer service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Claims Specialist
Geico
10.2022 - 05.2024
- Investigated Claims: Conducted thorough investigations of insurance claims, including reviewing policy coverage, and gathering evidence to determine the validity of claims
- Processed Claims: Managed the claims process from initiation through resolution, including documenting claim details, preparing reports, and handling paperwork efficiently
- Communicated with Stakeholders: Maintained clear and consistent communication with policyholders, claimants, and legal representatives to provide updates, answer questions, and resolve disputes
- Reviewed Policies: Analyzed insurance policies to determine coverage limits, exclusions, and endorsements to accurately assess claims
- Fraud Detection: Identified and investigated potential fraud by scrutinizing inconsistencies and red flags in claim submissions and collaborating with fraud prevention teams
- Advised on Claims: Provided guidance and advice to policyholders on claim procedures, documentation requirements, and steps to ensure successful claims processing
- Maintained Records: Ensured accurate and up-to-date records of all claims activities, decisions, and correspondence to support compliance and audit requirements
- Achieved Targets: Consistently met or exceeded performance targets for claim processing time, customer satisfaction, and settlement accuracy
Customer Service Specialist
Geico
04.2021 - 10.2022
- Provided Customer Support: Delivered exceptional service to policyholders by addressing inquiries, resolving issues, and providing accurate information regarding insurance policies, coverage options, and claims processes
- Processed Transactions: Efficiently handled policy applications, renewals, endorsements, and cancellations, ensuring accurate entry of data into the system and timely updates to policyholders
- Resolved Complaints: Managed and resolved customer complaints and concerns by identifying root causes, offering solutions, and escalating issues when necessary to ensure customer satisfaction
- Maintained Records: Updated and managed customer records, ensuring accuracy and confidentiality of sensitive information in compliance with company policies and regulatory requirements
- Cross-Selling Opportunities: Identified and acted on opportunities to cross-sell additional insurance products or services based on customer needs and preferences, contributing to increased sales and client retention
- Processed Payments: Handled premium payments, including processing transactions, issuing receipts, and managing payment plans to ensure timely and accurate financial transactions
- Educated Customers: Provided clear explanations of policy terms, coverage details, and benefits to help clients make informed decisions and understand their insurance options
- Collaborated with Teams: Worked closely with underwriting, claims, and other departments to address customer needs and ensure cohesive service delivery
- Utilized CRM Systems: Leveraged customer relationship management (CRM) software to track interactions, manage follow-ups, and maintain detailed records of customer interactions and service history
- Achieved Performance Metrics: Met or exceeded key performance indicators (KPIs) such as customer satisfaction scores, call handling time, and resolution rates
Barista
Starbucks
10.2021 - 06.2022
- Prepared Beverages: Crafted a wide range of coffee and tea drinks, including espresso-based beverages, cold brews, and specialty drinks, adhering to company recipes and customer preferences
- Provided Customer Service: Delivered exceptional customer service by greeting customers, taking orders, and addressing inquiries with a positive attitude and efficiency
- Operated Equipment: Utilized espresso machines, grinders, blenders, and other coffee-making equipment to ensure consistent quality and optimal performance
- Maintained Cleanliness: Ensured a clean and organized workspace by following sanitation and safety protocols, including regular cleaning of equipment and surfaces
- Managed Transactions: Handled cash and credit transactions accurately, processed payments, and issued receipts while maintaining a balanced cash drawer
- Stocked and Organized: Monitored inventory levels, restocked supplies, and organized storage areas to ensure the availability of necessary ingredients and materials
- Promoted Products: Assisted in the promotion of special offers, new products, and seasonal items, enhancing customer experience and driving sales
- Trained New Staff: Provided training and support to new baristas, ensuring they understood company procedures, drink preparation techniques, and customer service standards
- Handled Complaints: Addressed and resolved customer complaints or concerns promptly and professionally, striving to achieve customer satisfaction and retention
- Followed Recipes: Adhered to standardized recipes and drink specifications to maintain consistency in product quality and presentation
- Worked as a Team: Collaborated with team members to manage peak hours, ensure smooth operation, and deliver prompt service
Video Repair Representative
Spectrum
02.2019 - 02.2021
- Diagnosed Issues: Identified and diagnosed problems with video equipment, including televisions, DVD players, and streaming devices, using diagnostic tools and troubleshooting techniques
- Performed Repairs: Conducted repairs and maintenance on a variety of video devices, including replacing faulty components, updating firmware, and performing hardware fixes to restore functionality
- Provided Customer Support: Assisted customers by answering inquiries, explaining repair procedures, and providing updates on repair status in a clear and professional manner
- Managed Service Requests: Processed service requests and repair orders, including scheduling appointments, tracking repair progress, and ensuring timely completion of tasks
- Maintained Records: Documented repair activities, parts used, and time spent on each job to ensure accurate records and support warranty claims or service reports
- Resolved Complaints: Addressed and resolved customer complaints or concerns related to repair services, striving to ensure customer satisfaction and maintain a positive relationship
- Ensured Quality Control: Conducted final testing and quality checks on repaired equipment to ensure proper functionality and adherence to company standards before returning items to customers
- Stayed Updated: Kept abreast of the latest technology trends, repair techniques, and industry standards to provide up-to-date service and recommendations
- Offered Team Support: Answered questions for team members to ensure their customer was helped as efficiently as possible
Team Member
Belmont Park
04.2017 - 02.2019
- Customer Service/ Food Services
- Cross-trained in various food locations
- Train new people in food locations and provided support
- Worked a computer system
Education
High School Diploma -
Helix High School
La Mesa, Ca06.2018
Skills
- Insurance Customer Service
- Insurance Claims
- Salesforce
- COS
- Adaptability
- Problem-Solving
- Time Management
- Claims Resolution
- Claims Investigation
- Claims Handling
Certification
- Virginia Property & Casualty, 04/01/21
- Virginia Life, Health & Annuities, 04/01/21
- Texas DHS Adjuster - All Lines, 04/01/21
Timeline
Claims Specialist
Geico
10.2022 - 05.2024
Barista
Starbucks
10.2021 - 06.2022
Customer Service Specialist
Geico
04.2021 - 10.2022
Video Repair Representative
Spectrum
02.2019 - 02.2021
Team Member
Belmont Park
04.2017 - 02.2019
High School Diploma -
Helix High School
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