Horgline Piard
Seffner,FL
Summary
Accomplished professional with a proven track record at Southwest Airlines, Highly reliable, ethical, and quality-focused professional with extensive experience in customer service and finance. Seeking a Leadership position where my multitasking abilities, strong attention to detail, and organizational skills can be utilized to deliver exceptional service. Committed to personal and professional development, I aim to foster growth within a dynamic organization by contributing to its success with integrity, efficiency, and a strong work ethic.
Overview
8
8
years of professional experience
Work History
CS&S
Southwest Airlines
10.2022 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Built rapport with customer through active listening, empathy, and understanding of their individual needs.
- Proven ability to learn quickly and adapt to new situations.
- Manage high call volume, consistently maintaining a professional demeanor and prioritizing customers' needs.
- Maintain a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Navigate multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Peer support through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
- Educate customers about available services, promotions, or discounts; up-selling products when appropriate.
- Assist with bookings, cancellations, refunds, modifications, and direct customers on southwest.com for further resolutions.
- Verify & Validate each caller to ensure confidentiality of each caller's Rapid Reward accounts.
- Participate in Team meetings.
- Successfully completed training.
- Communicate with SOS for further assistance.
Claims Analyst
WIPRO Limited Health Plan Services
10.2020 - 09.2022
- Maintained strict confidentiality with all personal data as per company guidelines.
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Maintained compliance with industry regulations and company policies while managing sensitive client information and claims records.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Participated in ongoing training programs to stay current on industry developments and maintain a strong understanding of relevant laws and regulations affecting the claims process.
- Viewed reports regularly to make sure processing was conducted efficiently.
- Process 22 denial claims minimum per hour, according to the spreadsheet given and applying the proper code for each claim.
CLRU Representative
Progressive Insurance
06.2019 - 02.2020
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Verify & Validate each caller to ensure policyholder information is kept confidential.
- Answer multi incoming calls daily to process new losses, using the Claim Station & MyCars system.
- Set-up towing, Rentals & Repairs for policyholders, using the appropriate system.
- Participated in team meetings.
Assistant Manager
Amscot Financial Services
12.2016 - 06.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Cashed Checks, Money Orders, and handled large sums of money.
- Process Bill payments, and Western Union, Child Support payments, Traffic tickets and Utilities.
- Process Loans/Cash Advance.
- Ensure branch met goals each quarter.
- Certified Debt Collector.
- Notary Public.
- Service Brinks (sending money out to bank & receiving into the store)
- Audit vault for shift change, Cash Audit,
- Ran daily reports & Prior Day Checklist.
- Open & Close ATM, & refill ATM when necessary.
- Provide coaching and feedback to ensure full support with job tasks.
Education
Bachelor of Arts - Human Services
Southern New Hampshire University
New Hampshire08.2027
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Dependable and Responsible
- Multitasking Abilities
- Flexible and Adaptable
- Computer Skills
- Bilingual
Timeline
CS&S
Southwest Airlines
10.2022 - Current
Claims Analyst
WIPRO Limited Health Plan Services
10.2020 - 09.2022
CLRU Representative
Progressive Insurance
06.2019 - 02.2020
Assistant Manager
Amscot Financial Services
12.2016 - 06.2019
Bachelor of Arts - Human Services
Southern New Hampshire University
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