Essica Williams
Claims Representative
Duluth,Ga
Summary
Demonstrate expertise in examining claims, gathering client information, identifying and resolving claim issues. Skilled in assisting insurance agents in various administrative functions, including customer correspondence, mail processing, and customer records management. Instrumental in surveying incident sites and looking for evidence to support or refute claims made by policyholders. Possess a high level of communication and interpersonal skills to establish and maintain meaningful relationships with customers, colleagues, and stakeholders.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Remote Claims Representative
Primerica
10.2021 - Current
- Create tickets in system to review insurance policies and rectify any policy errors
- Respond to verbal and written queries in sufficient manner and with attention to detail, documenting each call accurately and concisely
- Contact multiple departments to resolve client issues, provide first call resolution
- Identify client requirements, resolve pricing and credit conflicts
- Handled 40-60 calls per day to address customer inquiries and concerns
- Increased customer satisfaction by resolving issues
Remote Claims Representative
Allsup
05.2020 - 02.2021
- Receive incoming calls and conduct calls to claimants with goal of educating them about advantages of utilizing Allsup services
- Responded to high volume of emergency road service requests
- Analyzing member accounts to determine additional products and services that benefits customer package
- Demonstrate tact and diplomacy in handling problem solving situations
- Maintain control of claimant conversations to focus on resolving their concerns and achieving high level of claimant satisfaction
Remote Emergency Roadside Specialist
AAA
11.2017 - 02.2019
- Organized and led an employee improvement program that improved the volume of calls VOC by 33%
- Responded to a high volume of emergency road service requests
- Analyzing member accounts to determine additional products and services that benefit customer package plan
- Responding to member needs with empathy and understanding while gathering information and providing solutions to get members back on the road
- Exceeding performance metrics by following the call intake process and efficiently working through calls in a timely manner
- Learned new skills and applied to daily tasks to improve efficiency and productivity
Caregiver
Private Care
01.2016 - 02.2019
- Delivered nursing, daily living, and supportive care to terminally ill parent
- Assisted with personal care, administered medication, and provided companionship
- Improved ability for being self-directed and adaptable by keeping up pace with frequent unknowns and challenges
- Scheduling, rescheduling and cancelling appointments and preparing food for disabled
- Documented residents' mental status, sleep and eating patterns in medical record books
Day of Job Coordinator
Charter Spectrum
11.2012 - 01.2016
- Lead team meetings to provide upcoming changes that were implemented onto production floor
- Worked with several departments to ensure each group followed protocol and adhered to rules and regulations of the company
- Resolved provisioning exceptions by researching issues and updating network elements for work orders
- Use various provisioning related tools
- Research, plan and execute customized information to proposition customers on new and existing products
- Exceeded goals through effective task prioritization and great work ethic
Customer Care Specialist
Centene
01.2011 - 11.2012
- Research complex issues across multiple work related programs
- Work with support resources to own resolution of all customer issues and anticipate their future healthcare needs
- Helped medical doctors with website registration, navigation and customer related inquiries
- Trained both new and existing personnel in company customer service protocol
- Provide education and status on previously submitted pre-authorizations or pre- determination requests
- Identify inaccuracies in payments in claims and direct them to proper advisor for correction
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations
Education
Associate of Science - Business Administration
McKendree University
10.2019 - Current
Skills
Policy understanding
Documentation review
Reporting skills
Insurance industry experience
Proficient in Microsoft office
Teambuilding
Flexible and Adaptable
Data integrity
Managing compensation claims
Claims reviewing
Timeline
Remote Claims Representative
Primerica
10.2021 - Current
Remote Claims Representative
Allsup
05.2020 - 02.2021
Associate of Science - Business Administration
McKendree University
10.2019 - Current
Remote Emergency Roadside Specialist
AAA
11.2017 - 02.2019
Caregiver
Private Care
01.2016 - 02.2019
Day of Job Coordinator
Charter Spectrum
11.2012 - 01.2016
Customer Care Specialist
Centene
01.2011 - 11.2012