Erika Grant

Assist with handling a large call center 260 employees and assist with managing 15 unit supervisors with handling incoming calls on the national 1 800 number for SSA. Attend meeting with the executive branch delivering out daily updates on weekly goals and ways to improve and maintain customer service standards and quality to serve the American public’s. Attend weekly meeting with counterparts for other teleservice centers within SSA.

• Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
• Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
• Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
• Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.

• Examined claims forms and other records to determine insurance coverage.
• Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
• Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
• Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials. Attended meetings with stakeholders and delivered out results on overall resolutions of cases and provided estimates future costs and negotiated settlements with claimants directly and attorneys.