Robin Hicks
Calera,AL
Summary
Experienced customer service and claims representative. Dynamic communicator who consistently exceeds goals and company expectations.
Overview
11
11
years of professional experience
Work History
Inquiry Claims Analyst
Blue Cross Blue Shield Of Alabama
07.2022 - Current
- Reduced claims processing time by implementing efficient analytical techniques and strategies.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Streamlined workflow processes for improved efficiency and reduced claim resolution times.
Nail Technician
VIP Nail Designs
01.2021 - Current
- Schedule and confirm client nail appointments
- Greet customers
- Provide manicure and pedicure services
Auto Liability Adjuster
Kemper Insurance
02.2019 - 01.2021
- Take inbound and make outgoing calls
- Investigate claims by obtaining statements from all parties
- Obtaining estimates and photos of damages and reviewing for consistency.
- Work appraisals
- Maintain diary and keep it current
- Settle bodily injury claims
Sr. FNOL Adjuster
Kemper Insurance
09.2018 - 02.2019
- Take inbound and make outgoing calls
- Investigate claims by obtaining statements from all parties
- Obtaining estimates and photos of damages, and reviewing for consistency
- Work appraisals
FNOL Adjuster II Outbound
Infinity Insurance
03.2015 - 09.2018
- Take inbound and make outgoing calls
- Investigate claims by obtaining statements from all parties, obtaining estimates and photos of damages, and reviewing for consistency
Sales Manager
Acceptance
07.2013 - 03.2015
- Provide accurate and appropriate information in response to customer inquiries
- Maintain up-to-date records at all times
- Address customer service inquiries in a timely and accurate fashion.
- Build customer loyalty by placing follow up calls for customers who report product issues.
- Provide cross training to my Sales Assistant.
- Train my Sales Assistant on how to improve customer interactions.
- Make outbound collection calls twice daily.
- Mail out collection and certified letters.
- Arrange payment arrangements to loyal customers.
- Help customers in response to inquiries and problems.
- Research, troubleshoot, and resolve customer issues whether it be billing, benefits, or general questions.
Customer Service Representative
Advance America
01.2013 - 05.2013
- Make daily collection calls and money out of delinquent customer's accounts.
- Assist customers with payday loans until their next scheduled payday.
- Upsell to customers by offering money orders, check cashing, and prepaid cards.
- Assist with weekly and quarterly audits. T
- Telemarketing to previous customers and offering loans.
- Open and close the store.
- Establish and maintained databases to obtain greater proficiency in the credentialing processes which includes use of Microsoft Word, Excel, and Access.
- Controlled the flow of all paperwork and typed all outgoing correspondence and memorandums.
- Anticipate needs for information and prepare material so that it was immediately available for use.
- Accurately composed correspondence and recurring reports from oral instructions, brief notes, or based on precedents.
Education
High School Diploma -
Homewood High School
Homewood, AL05.2010
Skills
- Public Speaking
- Powerful Negotiator
- Customer Service
- Process Implementation
- Appointment Scheduling
- Database Management
- Data Entry
- Call Center Management
Timeline
Inquiry Claims Analyst
Blue Cross Blue Shield Of Alabama
07.2022 - Current
Nail Technician
VIP Nail Designs
01.2021 - Current
Auto Liability Adjuster
Kemper Insurance
02.2019 - 01.2021
Sr. FNOL Adjuster
Kemper Insurance
09.2018 - 02.2019
FNOL Adjuster II Outbound
Infinity Insurance
03.2015 - 09.2018
Sales Manager
Acceptance
07.2013 - 03.2015
Customer Service Representative
Advance America
01.2013 - 05.2013
High School Diploma -
Homewood High School
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