Jean Celestin
Kissimmee,FL
Summary
Dedicated Industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
Claims Team Manager
SquareTrade Inc.
01.2022 - Current
- Reduced claim processing time by implementing efficient workflow management strategies.
- Enhanced team performance by providing consistent coaching and feedback to team members.
- Streamlined claims processing procedures, resulting in increased productivity and reduced errors.
- Led a highly effective claims team, consistently achieving or exceeding company benchmarks for accuracy and efficiency.
- Implemented new claims management software, improving overall data organization and accessibility for the team.
- Spearheaded cross-functional collaboration between departments to ensure seamless handling of complex claims cases.
- Conducted thorough investigations of disputed claims, leading to successful resolutions and settlements for clients.
- Facilitated regular team meetings to review progress, address concerns, and share best practices for improved results.
- Evaluated team member performance through ongoing monitoring and assessment tools, identifying areas for growth and development opportunities.
- Assisted in the hiring process by conducting interviews and selecting top candidates who contributed positively to the overall success of the Claims Team Manager role.
- Recognized as a subject matter expert within the organization because of comprehensive knowledge about various aspects of insurance claims processing.
- Applied strategic thinking when developing action plans aimed at meeting long-term department goals while addressing immediate needs simultaneously.
- Demonstrated exceptional leadership qualities throughout tenure as Claims Team Manager, resulting in high employee satisfaction and retention rates.
Lead Escalation Analyst
SquareTrade Inc.
09.2020 - 01.2022
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Set up and managed team meetings.
- Performed independent analysis and provided recommendations to overcome project obstacles.
- Defined responsibilities and roles of 5 team
- Provided team with coaching and direction.
Escalation Analyst
SquareTrade Inc.
01.2020 - 09.2020
- Generated reports detailing findings and recommendations.
- Handled high-volume partner escalation and collaborated with other departments to efficiently resolve cases .
- Provided primary customer support to internal and external customers in fast-paced environment.
- Promptly responded to inquiries and requests from prospective customers and business partners.
- Transform insights from data into business and operational improvements and innovations
- Work in high-impact and high profile projects ( Deep dives) that defines strategic direction of customer experience program
- Oversee mini team as interim Lead for 2 weeks
- Implemented processes that optimize departmental interaction and employee recognition
Customer Experience Supervisor
SquareTrade Inc.
05.2019 - 01.2020
- Perform administrative responsibilities through Salesforce and other systems in order to provide support to customers or specialists
- Protect brand and company image by responding to escalated situations with high level of composure
- Performed on average 15 administrative responsibilities through Salesforce and other system in order to provide support to specialists
- Demonstrate judgment in upward communication regarding department or employee concerns
- Report process breakdowns that negatively impact customers experience, or drive escalations
- Additional duties and projects as assigned
Universal Claims Specialist
SquareTrade Inc.
04.2018 - 05.2019
- Enter and maintain detailed and accurate notes via Salesforce, approving and denying claims based on terms and conditions
- Find and deliver solutions to common problems with consumer electronics, including creative problem solving as part of claim filing process
- Enter and maintain detailed and accurate notes via salesforce
- Performed repair diagnostics on cellular devices and other electronic items
- Addressed average of 150 customer calls and claims each week.
General Manager
Jimmy John's
11.2014 - 04.2018
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels
- Managed budget implementations, employee reviews, training and schedules
- Increased monthly staff retention rate by 40% after implementing new training programs
- Oversaw inventory by ordering precise quantities of stock and executing corrective actions to drive profitability
- Organized budgets, oversaw P&l and achieved margin targets consistently to stay on track with growth plans
- Improved productivity while reducing staffing and operational costs by 10%
- Identified and capitalized on community business opportunities with effective networking
Assistant Manager
Jimmy John's
05.2014 - 11.2014
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Monitored employee performance and developed improvement plans
- Trained team members in successful strategies to meet operational and sales targets
- Coached team of 20 on effective up selling and cross-selling methods
Shift Leader
Jimmy John's
02.2014 - 05.2014
- Handling and solving customer complaints and issues
- Efficiently running shifts and Handling Cash registers
- Managing staff of 20 and allocating duties
- Inventoried materials on weekly basis to identify and resolve discrepancies, maintaining highly accurate and current records
- Performed root cause analysis to determine quality issues and develop long-term solutions.
Education
High School Diploma -
Liberty High School
Kissimmee, FL05.2008
Associate of Science - Healthcare Administration
Everest University
Orlando, FL2013
Exercise Science - Personal Trainer
National Academy of Sports Medicine
Orlando, FL2018
Skills
- Great problem solving skills
- Ability to focus on multiple task at once
- Proven management and leadership skills
- Exceptional communication and listening skills
- Strong work ethic
- Customer obsessed
- Natural ability to interact with others in genuinely positive manner
- Critical thinker
- Goal oriented and success driven
- Quick learner, adaptable
- Data Analysis
- Proficient in Excel, Salesforce reporting as well as SQL
- Operations Monitoring
- Workflow Optimization
- Training and mentoring
- Task Delegation
- Policy Interpretation
- Claims Investigation
- Claims Management
- Strategic Decision-Making
- Schedule Management
- Process Improvement
- Staff Management
Accomplishments
- Selected to help manage SquareTrade Orlando's first CIA team of 12 by Site director
- First and only SquareTrade employee to be selected to mentor 3 consecutive new hire waves ( 32, 33, 34)
- Interim CRT Mini Team Lead
- Created EOD highlight submission process to successfully drive more engagement amongst Team
- Pull and Run weekly Supervisor payout report to inform department leaders of any trends or training opportunities
- Responsible for successfully Train/On-board 2 current Ops Managers and one department manager
- Trained/On-board first group of Senior Supervisors
- Collaborated with team of 5 in the development of Tiger Team to drive down High Risk Escalations.
Timeline
Claims Team Manager
SquareTrade Inc.
01.2022 - Current
Lead Escalation Analyst
SquareTrade Inc.
09.2020 - 01.2022
Escalation Analyst
SquareTrade Inc.
01.2020 - 09.2020
Customer Experience Supervisor
SquareTrade Inc.
05.2019 - 01.2020
Universal Claims Specialist
SquareTrade Inc.
04.2018 - 05.2019
General Manager
Jimmy John's
11.2014 - 04.2018
Assistant Manager
Jimmy John's
05.2014 - 11.2014
Shift Leader
Jimmy John's
02.2014 - 05.2014
High School Diploma -
Liberty High School
Associate of Science - Healthcare Administration
Everest University
Exercise Science - Personal Trainer
National Academy of Sports Medicine
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