Erica Heard
Blytheville ,AR
Summary
I have 17 years of management experience, leadership and communication skills as well as strong customer service skills. I always provide quality care while offering superb customer service proficiency and passion for exceeding goals, great computer skills and telephone etiquette. I have great skills 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.
Overview
28
28
years of professional experience
Work History
Claims Specialist
Statefarm Insurance Call Center
10.2018 - 10.2024
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed and handle calls in a high volume call center concerning auto claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Followed up with customers on unresolved issues.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
Customer Service Advocate
Verizon Wireless Corporation Call Center
05.2016 - 10.2018
- Company Overview: Call Center
- Handling an average of 60-75 incoming calls per day by addressing customer inquiries, solving problems and providing new product information
- Described product to customers and accurately explained details and care of merchandise
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Directed calls to appropriate individuals and departments
- Call Center
Office Manager
Quick Weight Loss Center
07.2007 - 05.2016
- Managing counselors in making sure sales are being generated as well as providing the appropriate tools are given to our clients to make sure their health needs and goals were met
- Medical Charting, Bill Coding, insurance Claim
- Payroll and Inventory needs, phone calling, scheduling, filling medical charts, blood pressure and measurement's Plan, administer and control budgets for contracts, equipment and supplies
- Set goals and deadlines for the office staff
- Oversaw office inventory activities, including ordering and requisitions, stocking, and shipment receiving
- Ordered all office supplies including ink cartridges, toner, and paper
Store Manager
AMERICAN GREETINGS
11.2001 - 02.2007
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Inventory stock and reorder when inventory drops to a specified level
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Establish credit policies and operating procedures
- Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
- Assign employees to specific duties
- Plan budgets and authorize payments and merchandise returns
- Plan and prepare work schedules and keep records of employees' work schedules and time cards
Front-End Manager
COMPUSA COMPUTER STORE
09.1996 - 11.2001
- Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
- Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Assign employees to specific duties
- Keep records of purchases, sales, and requisitions
- Examine merchandise to ensure that it is correctly priced and displayed and that it functions as advertised
- Review inventory and sales records to prepare reports for management and budget departments
- Plan and coordinate advertising campaigns and sales promotions, and prepare merchandise displays and advertising copy
Education
Master of Arts - Healthcare Adminstration
Ashford University Online Center
Clinton, IA05.2015
Bachelor of Arts - Healthcare Administration
Ashford University Online Center
Clinton, IA06.2013
Associate of Arts - Human Resource Management
University of Phoenix Online
Sacramento, CA05.2010
High School Diploma - advertising
Blytheville High School
Blytheville, AR05.1996
Skills
- Claims
- Claims processing
- Claims investigation
- Clerical and Typing
- Verbal communication
- MS Office
- Accident investigations
- Customer Service
- Liability denials
- Time Management
Director's Club
Director's Club consist of being the top 2 % in leading performance of the company as well as having multiple top 10 every month within company policies and procedures
Timeline
Claims Specialist
Statefarm Insurance Call Center
10.2018 - 10.2024
Customer Service Advocate
Verizon Wireless Corporation Call Center
05.2016 - 10.2018
Office Manager
Quick Weight Loss Center
07.2007 - 05.2016
Store Manager
AMERICAN GREETINGS
11.2001 - 02.2007
Front-End Manager
COMPUSA COMPUTER STORE
09.1996 - 11.2001
Associate of Arts - Human Resource Management
University of Phoenix Online
Master of Arts - Healthcare Adminstration
Ashford University Online Center
Bachelor of Arts - Healthcare Administration
Ashford University Online Center
High School Diploma - advertising
Blytheville High School
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