Erna D. Hodge
Lithia Springs,GA
Summary
Service-focused account management professional with a background in claims investigation/management, and customer service. Bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management, successful in administering multi-million-dollar client portfolios and actualizing strategies to grow client accounts and drive business objectives.
Overview
21
21
years of professional experience
Work History
Customer Experience Specialist
DYMA Brands
06.2021 - Current
- Single point of contact effectively managing the flow of customer information for over 100 clients. This includes order management, shipment, product returns, carrier claims and cancellations within the supply chain space, for an assigned customer base that includes large national account distributors and brokers.
- Assist functional departments with resolution of customer invoice variances, short pays, and non-conformance issues.
- Build, cultivate, and continuously nurture lasting stakeholder relationships using effective communication and providing remarkable customer service.
Auto Claims Associate
State Farm
05.2019 - 06.2021
- Organized and processed large volume of auto claims using established claim handling techniques for all licensed and unlicensed states
- Researched, resolved and settled claims within approved limits. Applied knowledge of insurance contracts, endorsements, state laws and regulations while delivering remarkable customer service
- Worked with attorneys, paralegals and other claim specialists on complex cases. Explained terms of policy, initiated claim payment process using various electronic resources and closed files
- Explained automotive repair methods and parts to insureds and claimants. Ensured applicable state laws for claim handling were adhered to
- Recognized and referred claims that were beyond scope of authority. Reviewed written or computerized estimates. Understood medical and anatomical terminology
- Arranged rental car and towing services
Business & Government Operations Coordinator
Verizon Wireless
04.2004 - 03.2019
- Internal advocate for Enterprise and Government Business customers that ensured client contract deliverables while managing churn
- Resolved routine and complex telecom concerns that included: billing issues, tier 1 & 2 technical support, online portal troubleshooting, order processing, product selection and account optimization
- Leveraged relationships with key stakeholders to quickly identify potential issues or opportunities
- Lead special projects that included: new hire training and transition, business process improvements, customer escalation reduction, and change embracement in a diverse workplace
- Proactively developed strategies and solutions to grow customer base. Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
Education
Master of Science - Human Resources Management
Keller Graduate School of Management
Alpharetta, GA06.2012
Bachelor of Science - Business Information Sys - Technical Management
DeVry University
Alpharetta, GA06.2010
Associate of Science - Business Administration And Management
Shorter University
Atlanta, GA06.2008
Skills
- Account Management
- Computer Proficient
- Creative, Adaptable, Detail Oriented
- Results Driven Negotiator
- Build Rapport Easily
- Strong Communicator
- Team Player
- Conflict Resolution Agent
- Flexible and Embraces Change Easily
- Efficient Time Manager
Timeline
Customer Experience Specialist
DYMA Brands
06.2021 - Current
Auto Claims Associate
State Farm
05.2019 - 06.2021
Business & Government Operations Coordinator
Verizon Wireless
04.2004 - 03.2019
Master of Science - Human Resources Management
Keller Graduate School of Management
Bachelor of Science - Business Information Sys - Technical Management
DeVry University
Associate of Science - Business Administration And Management
Shorter University
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