Elizabeth Flood
Newport News,VA
Summary
Experienced Customer Service Professional with a strong foundation in insurance, specializing in claims investigation, policy interpretation, and empathetic client interaction. Skilled in effective communication, negotiation, and leveraging technology for efficient claims resolution.
Overview
4
4
years of professional experience
Work History
Customer Service Associate
Prudential Financial Inc
Remote
09.2022 - Current
- Investigate and resolve complex customer complaints, demonstrating in-depth analytical skills and the ability to interpret and explain policy details, akin to assessing coverage and liability in casualty claims.
- Manage communications with a diverse clientele through phone, email, and additional platforms, providing clear, empathetic, and effective solutions, mirroring the communication versatility required for a claims adjuster.
- Engage in negotiation processes to resolve disputes, ensuring customer satisfaction while adhering to company policies, reflecting the negotiation skills necessary for settling claims.
- Utilize various systems and tools to track, analyze, and resolve customer issues, showcasing the ability to adapt to innovative platforms for effective claim handling.
- Maintain accurate and detailed records of customer interactions and resolutions, aligning with the meticulous documentation practices essential for claim processing.
Lead Customer Service Representative
IBEX Global Inc
Hampton, VA
02.2020 - 11.2022
- Handled detailed customer complaints and orders, applying investigative skills to identify and resolve underlying issues, resulting in increased customer satisfaction
- Collaborated across teams to facilitate swift issue resolution, ensuring adherence to service level agreements and maintaining customer loyalty
- Initiated and implemented process improvements, showcasing a proactive approach to enhancing service quality and efficiency
- Adapted to and mastered new systems and processes, reflecting a strong capacity for rapid learning and adaptability in evolving environments
Skills
Premium Collection
Coverage Determination
Microsoft Office
Data Entry
Teamwork and Collaboration
Health Claims
Utilization Review
Case Management
Documentation Review
Coverage Assessments
Settlement Determinations
Google Suite
Timeline
Customer Service Associate
Prudential Financial Inc
09.2022 - Current
Lead Customer Service Representative
IBEX Global Inc
02.2020 - 11.2022
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