FELICIA HARRELL
Spring,TX
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Diligent Claims Processor versed in insurance processes and claims procedures with 17 years of experience. Offers great attention to detail and time management abilities to successfully handle a large volume of claims. Highly accurate and thorough with a focus on completing error-free work in line with processing guidelines.
Overview
18
18
years of professional experience
Work History
Office Clerk
Robert Half Staffing Temporary
Houston,, TX
07.2022 - Current
- Interacted with customers by phone, email, or in person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Prepared packages for shipment, pickup, and courier services for prompt delivery to customers.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Routed more than 40 calls per day to office staff members.
- Provided clerical support, addressing routine and special requirements
- Produced high-quality communications for internal and external use
- Kept reception area clean and neat to give visitors positive first impression
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Screened visitors and issued badges to maintain safety and security
- Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment
Customer Service Agent
Sitel Group
Las Vegas, NV
10.2021 - 04.2022
- Documented conversations with customers to track requests, problems, and solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated clients on how to navigate company systems and work within established frameworks to obtain desired
services.
- Returned all routine and general customer calls in good time.
Assisted customers in making payments on accounts and setting up payment plans.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Met or exceeded call speed, accuracy, and volume benchmarks consistently.
The managed a high volume of inbound and outbound customer calls.
Senior Claims Processor Specialist,
Allstate Insurance Company
Houston, TX
06.2000 - 06.2017
- Managed phone calls and correspondence Accurately performed data entry
- Worked on compliance list for
payment data for last quarter and figure out payment trends.
Based on observations, ensure availability of necessary funds in account for timely payments - Floated and
Backed-up Salvage Theft Processor and all other positions - Expedited appropriate documents to salvage vendor
Maintained reference files Knowledge of Good Hands Repair Network (GHRN) process for accounts
receivables; followed up on payments and invoices - Served as the Refund Representative; prepared and
distributed all refund checks.
Senior Salvage Processing Specialist | 06/2010 - 12/2015
Accurately performed data entry - Worked salvage bank for the state of Texas Backed up Salvage Theft Processor
Request DVM stolen notices - Expedite required documents to salvage vendor Maintain reference files.
Senior Salvage Processing Specialist | 06/2009 - 06/2010
Prepare and distribute all refund checks - Prepare titles to be forwarded to the State of Texas for processing
- Worked on compliance list for management to see the payment data for the last quarter and figure out payment trends
- Ensure the availability of necessary funds in the account for timely payments.
Summary
Experience
Investigate and resolve title issues Backed-up Diminished Value.
Theft and Total Loss Processor | 09/2007 - 06/2009
Handle responsibilities of assisting Theft and Total Loss Adjusters in areas of contacting the customer about pending
documents Wrote and distributed agent notification letters Sent out titles to salvage auction vendors Investigated
and researched salvage recovery via local police departments Maintained and updated salvage records
Received calls from internal and external customers providing customer support and service Processed payments
to customers, lien holders, and attorneys.
Receptionist | 01/2006 - 09/2008
Greeted customers Answered phones and expedited internal and external calls to the appropriate departments
Prepared Power of Attorney documents and made folders Mentored several new members of the claim staff.
Developed connections with local fraud bureaus, district attorneys' offices, and professional associations.
Reviewed collection files to determine the next steps in the collection process.
Processed payments Performed various administrative tasks Accurately performed data entry; ten-key by touch.
Dispatcher | 06/2000 - 01/2006
Collect, compile, and review invoices from vendors for outstanding invoices Made assignments for auto
inspections Performed accounts receivable processes Accurately performed data entry - Skilled in mentoring,
training internal and external new hires - Received calls from internal and external customers providing support and
service Verified claim data correctness in preparation for processing.
Education
High School Diploma -
05.1995
Associate of Science -
05.2023
Skills
- Mail handling
- Sorting and labeling
- Bookkeeping
- Filing and data archiving
- 35 WPM typing speed
- Multi-line phone proficiency
- Employee training and development
- Invoice Processing
- Team Bonding
- Workflow Processes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Office Clerk - Robert Half Staffing Temporary
07.2022 - Current
Customer Service Agent - Sitel Group
10.2021 - 04.2022
Senior Claims Processor Specialist, - Allstate Insurance Company
06.2000 - 06.2017
Westfield Houston, TX - High School Diploma,
Lone Star College System - Associate of Science,