Thandiwe Clark
Overview
4
4
years of professional experience
Work History
Licensed Insurance Professional
WTW
06.2025 - Current
- Handled 60+ daily inbound contacts in a heavily regulated, CMS-compliant environment, conducting eligibility verification, needs assessments, and multi-party inquiries involving claims documentation, reimbursement accounts, and account balances for retirees, demonstrating the active listening, multitasking, and real-time problem-solving essential for claims handling.
- Enrolled 240+ health plan members with 97% accuracy while maintaining full CMS compliance, reflecting the
documentation discipline and regulatory adherence required in claims adjusting. - Appointed as Pre-Licensing Workshop Proctor, facilitating compliance and licensing readiness training for 300+ new
hires across two consecutive hiring cycles. - Maintained AHIP certification (2026 active; 2027 in progress) alongside active carrier compliance training.
Onboarding & Client Success Specialist
Five Lakes Law Group
06.2024 - 06.2025
- Handled 30+ inbound calls daily resolving billing, program status, and debt resolution inquiries while maintaining strong post-call satisfaction scores.
- Promoted to Onboarding Specialist within 4 months, becoming the primary point of contact for newly enrolled clients immediately following the sales process.
- Onboarded up to 10 clients daily, walking each through program terms, payment structures, and timelines in compliance with disclosure requirements.
- Supported client retention goals through rapport building and clear expectation setting during the critical early stages of client enrollment.
Customer Service Specialist
Kelly Services, Inc.
11.2023 - 05.2024
- Resolved 30-50+ inbound calls daily across 8-10 hour shifts supporting iPhone, iPad, and Apple Watch users with billing disputes, refund requests, account access issues, and device troubleshooting.
- Navigated Apple's proprietary CRM system (CORE) to document and manage cases accurately while maintaining 90%+ quality monitoring and customer satisfaction scores.
- Completed specialized training in Apple Gift Card support within 6 months of hire, expanding scope beyond standard product support responsibilities.
- Consistently met performance standards across handle time, first call resolution, and customer satisfaction metrics throughout tenure.
Claims Support Specialist
Private Independent Adjuster Practice
10.2022 - 09.2023
- Supported a licensed catastrophe adjuster by conducting policyholder interviews, gathering facts of loss, and
communicating findings clearly and empathetically to customers navigating stressful situations, directly mirroring the day-to-day responsibilities of an auto claims representative. - Reviewed loss reports, policy documentation, and supporting evidence to assist in determining coverage applicability and liability; prepared written findings and settlement correspondence to policyholders, contractors, and public adjusters.
- Processed claim payments and disbursements accurately in compliance with policy terms, including loss-of-use
payments for displaced policyholders during active claim handling. - Maintained organized case documentation and data entry across active claims files in a paperless workflow
environment, supporting accurate reserve tracking and seamless lifecycle management from intake through resolution.
Education
High School Diploma -
Duluth High School
Skills
- Workers' Compensation Claims Support
- Claims Processing
- Policy Interpretation
- Claims Investigation
- State & Federal Compliance
- Risk Assessment
- CRM Platforms
- Salesforce
- Guidewire
- Genesys Cloud CX
- Microsoft Office
- Word
- Excel
- Outlook
- Windows
- MacOS
- IOS Support
- IPadOS Support
Certifications And Education
- Licensed Insurance Adjuster - Property & Casualty, TX, OK, FL, LA
- Licensed Insurance Agent - Life, Health & Sickness, TX, OH, NC, NM, IL
- High School Diploma, Duluth High School
Skills
Coverage Determination, Liability Assessment, Loss Investigation, Facts of Loss Gathering, Settlement Negotiation, Case Documentation, Reserve Tracking, Loss-of-Use Processing, Subrogation Awareness, Policy Interpretation, Customer Support, High-Volume Contact Handling, Active Listening & Problem Resolution, Multi-System Navigation, Paperless Workflow & Documentation, P&C Adjuster Licensed (TX, OK, FL, LA), CMS Compliance, Eligibility Verification, Regulatory Adherence, Guidewire, Salesforce, Genesys Cloud CX, Microsoft Office Suite
Timeline
Licensed Insurance Professional
WTW
06.2025 - Current
Onboarding & Client Success Specialist
Five Lakes Law Group
06.2024 - 06.2025
Customer Service Specialist
Kelly Services, Inc.
11.2023 - 05.2024
Claims Support Specialist
Private Independent Adjuster Practice
10.2022 - 09.2023
High School Diploma -
Duluth High School