Imana Huguley
Covington,GA
Summary
Results-driven and highly organized Case Administrator with a proven track record of successful collaboration and exceptional achievements. Seeking a challenging role where strong communication skills and solution-oriented approach can be utilized to effectively resolve customer complaints, manage multiple client accounts, and optimize company workflows. With expertise in Case Management, Negotiation, Legal Compliance, and a strong background in dispute resolution, committed to building and maintaining excellent customer relationships, promptly addressing their needs, and consistently exceeding business objectives. Talented Case Manager adept at handling high caseloads without sacrificing quality of care. Operates in high-pressure environments while recommending best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
3
3
years of professional experience
Work History
Case Administrator
American Arbitration Association
01.2022 - Current
- Supported administration of arbitration and mediation cases by efficiently managing case files and effectively communicating with parties, arbitrators, and mediators.
- Served as primary point of contact for parties, arbitrators, and mediators, ensuring seamless communication throughout case lifecycle.
- Utilized advanced online case management system to streamline handling of arbitration and mediation cases (PRISM).
- Facilitated and actively participated in administrative conference calls and preliminary hearing conferences.
- Maintained utmost confidentiality of sensitive case information and strictly adhered to information security policies.
- Ensured meticulous adherence to deadlines and provided oversight for alternative dispute resolution (ADR) process.
- Conducted comprehensive reviews of newly assigned cases, promptly addressing any deficiencies in filings.
- Offered expert guidance to panelists on procedural matters and diligently monitored their case management skills.
- Cultivated and nurtured strong client relationships, fostering culture of trust and respect for organization.
Retention II Specialist
State Farm
01.2022 - Current
- Acted as primary point of contact for State Farm Agents, providing exceptional assistance and support to address their needs.
- Utilized advanced problem-solving skills and made accurate decisions to implement effective strategies that yielded immediate results.
- Proficiently used State Farm software to carry out daily job tasks with efficiency and effectiveness.
- Maintained accurate and organized calendars for agents and engaged in professional and informative communication with customers and office managers.
- Fostered strong and trusting customer relationships, serving as reliable advisor and resource.
- Skillfully negotiated contract renewals, effectively retaining valuable business and strengthening client partnerships.
- Devised and implemented robust retention strategies based on valuable customer feedback, resulting in elevated customer retention rates.
Mail Recovery Clerk
Mail Recovery Center
06.2020 - 12.2021
- Ensure secure handling and proper disposition of all incoming mail and items at Mail Recovery Center, meticulously maintaining accurate records and preparing comprehensive reports.
- Categorize and diligently manage records of accountable mail, unidentified parcels, valuable items, and merchandise, strictly adhering to retention and disposal procedures.
- Actively contribute to periodic auctions of unclaimed mail, assisting in meticulous preparation and distribution of exhibition catalogs, notices, and postings.
- Provide prompt and professional information and support to Postal employees and customers, effectively addressing written and telephone inquiries regarding undeliverable mail.
- Prepare detailed reports and correspondence outlining precise disposition of undeliverable items, ensuring thoroughness and professionalism in addressing inquiries from Postal employees and customers.
- Operate essential automated and mechanized equipment required for efficient processing of undeliverable mail, maintaining seamless flow of operations.
- Make informed decisions on appropriate disposition of undeliverable mail without obvious value, meticulously following established guidelines and procedures to ensure compliance and optimal outcomes.
Education
Master of Arts - Dispute Resolution
Touro Worldwide University
Bachelor of Arts - Political Science
Georgia State University
Associates of Science - Criminal Justice
Gordon State College
Skills
- Solution Oriented Professional
- Confidentially and Ethics
- Microsoft Office Suite (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides), demonstrating mastery in their use
- Exceptional oral communication skills, adept at fostering teamwork and establishing strong customer relations
- Exemplary organizational skills, with ability to effectively multitask and prioritize assignments
- Rapid and Adaptive
Timeline
Case Administrator
American Arbitration Association
01.2022 - Current
Retention II Specialist
State Farm
01.2022 - Current
Mail Recovery Clerk
Mail Recovery Center
06.2020 - 12.2021
Master of Arts - Dispute Resolution
Touro Worldwide University
Bachelor of Arts - Political Science
Georgia State University
Associates of Science - Criminal Justice
Gordon State College
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