Jennifer Stowers
Indianapolis,IN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Senior Claims Representative with 4 years of industry experience. Successful at meeting customer and company needs with fair and equitable approach to claims process. Detail-oriented, systematic and skilled in identifying exposures and proposing actionable solutions.
Overview
9
9
years of professional experience
Work History
Senior Claims Representative
Allstate
Indianapolis, IN
06.2019 - 08.2023
- Reduced claims processing time by implementing efficient workflow and prioritizing tasks.
- Enhanced customer satisfaction with timely and accurate resolution of claims disputes.
- Improved team productivity by providing ongoing training and support to junior claims representatives.
- Streamlined claims documentation process, ensuring completeness and accuracy for faster approvals.
- Conducted thorough investigations of disputed claims, gathering evidence to support decision-making processes.
- Mentored new hires on company policies and procedures, fostering a productive work environment within the team.
- Provided exceptional customer service when addressing inquiries from clients regarding their claim status or policy coverage details.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Followed up with customers on unresolved issues.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Generated, posted and attached information to claim files.
Customer Service Representative
Accredo
Indianapolis, IN
09.2016 - 06.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Teller
Crane Federal Credit Union
Franklin, In
04.2014 - 01.2015
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Increased cross-selling opportunities by identifying customer needs and recommending appropriate banking products or services.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Supported team members in achieving branch goals through collaboration, communication, and shared responsibilities.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Education
Certification - Medical Billing And Coding
Visionary Health Group
Indianapolis, IN01.2021
Certification - Medical Office
Kaplan College - Indianapolis
Indianapolis, IN06.2011
High School Diploma -
Triton Central High School
Fairland, IN05.2003
Skills
- Claims Analysis
- High Exposure Claims Experience
- Critical Thinking
- Policy Interpretation
- Claims Investigation
- Claims Processing
- Liability Assessment
- Team Collaboration
- Time Management
- Attention to Detail
- Data Entry
- Microsoft Office
- Time Management
- Attention to Detail
- Data Entry
- Microsoft Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Try not to become a man of success. Rather become a man of value.
Albert Einstein
Timeline
Senior Claims Representative
Allstate
06.2019 - 08.2023
Customer Service Representative
Accredo
09.2016 - 06.2019
Teller
Crane Federal Credit Union
04.2014 - 01.2015
Certification - Medical Billing And Coding
Visionary Health Group
Certification - Medical Office
Kaplan College - Indianapolis
High School Diploma -
Triton Central High School