Elena Amaro

• Created and implemented an assistant manual which allowed team to function as a cohesive unit
• Reviewed company performance to identify areas where individual employees and entire departments can improve efficiency and productivity
• Ensured agency adhered to laws governed by the Department of Insurance, corporate policies and procedures, and policy/carrier contracts
• Developed systems and procedures to improve operational quality and team efficiency.
• Achieved team goals through formalized training plans, coaching, and performance management.
• Mentored and coached team members to foster productive and engaging work environment.
• Established and monitored quality assurance standards to achieve operational excellence.
• Defined, implemented, and revised operational policies and guidelines.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.

• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Reviewed renewals and marketed policies accordingly
• Reviewed and issued policy renewals to clients
• Monitored and analyzed customer feedback to identify opportunities for improvement.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
• Developed and maintained strong working relationships with professionals within assigned territory.
• Recorded accurate and efficient records in customer database.
• Met existing customers to review current services and expand sales opportunities.

• Reviewed and Analyzed cases to ensure sufficiency of evidence or documentation
• Selected pertinent exhibits to be included in case records, and marked exhibits in preparation of case, ensuring case is clearly worked-up and ready for hearing
• Obtain both Medical and Non-Medical evidence needed for hearing
• Perform Pre-Hearing, Post-Hearing actions per direction from Administrative Law Judge
• Communicate with claimants, attorneys, lay representatives, etc., daily
• Processed Fee-Petitions on disapproved fee agreements
• Provided technical guidance and/or training in the hearing process to other employees on a wide variety of case processing and procedures in accordance with SSA rules, regulations and policies
• Prepared case summaries by outlining, in narrative form, information from all documents which reflect prior medical history of claimant and treatment undertaken, and any conflicting medical evidence
• Communicated regularly with claimants, attorneys, lay representatives, Congressional offices and other third parties, to answer questions relating to the hearing process based on SSA laws, regulations and policies
• Composed complex and/or technical correspondence to claimants, attorneys, lay representatives and various offices of SSA relating to a wide variety of matters
• Provided and received information related to documentary evidence, filing and processing procedures, status of claimant's applications and other related areas of case processing.

• Collaborated with supervisors in preparing monthly progress reports for Corporate
• Collaborated with direct supervisor in creating company procedures relating to specific positions of employment
• Monitored daily projects to ensure completion with specified time restraints
• Trained new employees upon hire in various positions to ensure knowledge of company procedures
• Assist with obtaining and retaining client business
• Processed and reviewed policy changes and monthly/interim/final audits
• Ordered loss runs and motor vehicle reports
• Reviewed insurance policies for accuracy upon receipt
• Issued certificates of insurance as proof of coverage for clients
• Process information from clients regarding claims and submit it to carriers
• Inspected incoming and outgoing materials for accuracy and quality.
• Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
• Identified and documented quality discrepancies for management to develop resolutions.
• Send correspondence to clients regarding activity on their file
• Process incoming mail regarding client activity

Completed 80 credits

Completed 21 credits