FALONNA DAVIDSON
Atlanta,GA
Summary
Dynamic professional with extensive experience at United Healthcare/Optum, specializing in team leadership and compliance auditing. Demonstrated ability to enhance operational efficiency and customer satisfaction through effective training and continuous improvement initiatives. Proficient in CRM and data management, ensuring adherence to regulatory standards while fostering a collaborative team environment.
Overview
16
16
years of professional experience
Work History
Claims Adjustment Specialist
United Healthcare/ Optum
06.2023 - 11.2024
- Analyzed reports, photographs, videos, and other evidence to assess liability.
- Ensured compliance with company policies and regulatory requirements for claims handling.
- Investigated claims for potential fraud or abuse following company guidelines.
- Reviewed and processed claims for accuracy and adherence to policies.
Senior Resolution Specialists / Resolutions Lead Coordinator Specialist
United Healthcare/ Optum
06.2020 - 06.2023
- Weekly reports, leadership on nights when management is not around.
- Conducted training, performed quality checks and issue resolution for new hires with continuous learnings and trainings weekly and monthly reviews.
- Responsible for staffing at sites and supplies at zones in California, Indiana, and North Carolina.
- Completes 1:1, weekly team meetings, and assists the team with being successful in the Command Center.
Vice President of Operations
MFW Incorporations
Milwaukee, Wisconsin
06.2016 - 06.2020
- Streamlined workflow and enhanced collaboration by managing cross-functional teams.
- Developed and implemented standard operating procedures to improve daily operations.
- Supervised daily activities of new small trucking business, ensuring efficiency.
- Coordinated dispatch schedules to guarantee timely service delivery.
- Monitored vehicle locations through GPS tracking systems for optimal routing.
- Managed incoming calls to prioritize urgent requests effectively.
- Communicated real-time updates and instructions to drivers for improved coordination.
Resolutions Lead Coordinator Specialist
BMO Harris Bank
Brookfield, USA
05.2014 - 06.2016
- Responsible for managing incoming business loan leads, qualifying potential borrowers, key duties include lead qualification, initial customer contact, data collection, scheduling appointments, and coordinating with the loan team to ensure timely follow-up and closing of loans.
- Worked with LOB/ SBSR, and insurance carriers / vendors.
- Reviewed appraisals invoices and inspection documents.
- Quickly and effectively solved challenges dealing with processing the loans in a timely manner.
- Maintained quality control/satisfaction of records, constantly seeking ways to improve the loan process.
- Verified companies held insurance policies that covered collateral items /Reviewed the documents w/coverage.
- Processed and/or fulfilled transactions, performed audit reconciliation activities and/or other activities in accordance with processing the loan.
- Made important decisions that directly impacted the company.
Loan Servicing Specialist III
Wells Fargo Bank
Browndeer, USA
08.2008 - 06.2014
- Responding to customer inquiries, assisting with payment issues, and working with customers on payment plans.
- Ensuring all servicing activities comply with internal policies, regulatory requirements, and investor standards.
- Updating customer account information, correcting entries, and maintaining accurate loan records.
Education
Business Administration -
Arizona State College
01.2021
High School Diploma -
Messmer/ Phoenix High School
01.1994
Skills
- Team leadership and development
- Auditing and compliance
- CRM proficiency
- Dispatch coordination
- Brokerage expertise
- Healthcare operations management
- Administrative support
- Verbal communication
- Written communication
- Data entry management
- Customer service excellence
- Multitasking ability
- Prioritization skills
- Independent work capability
- Team collaboration skills
- Human resources management
- New hire onboarding
- Microsoft Office proficiency
- HTML and XML knowledge
Timeline
Claims Adjustment Specialist
United Healthcare/ Optum
06.2023 - 11.2024
Senior Resolution Specialists / Resolutions Lead Coordinator Specialist
United Healthcare/ Optum
06.2020 - 06.2023
Vice President of Operations
MFW Incorporations
06.2016 - 06.2020
Resolutions Lead Coordinator Specialist
BMO Harris Bank
05.2014 - 06.2016
Loan Servicing Specialist III
Wells Fargo Bank
08.2008 - 06.2014
Business Administration -
Arizona State College
High School Diploma -
Messmer/ Phoenix High School
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