Jerephina Leilua
Dallas,Georgia
Summary
Customer Service & Operations Analyst with proven experience in claims processing, call center systems, KPI tracking, and cross-functional collaboration. Skilled in streamlining workflows, analyzing operational metrics, and supporting team performance to enhance customer experience. Adept at troubleshooting systems, coordinating training, and aligning processes with organizational goals.
Overview
7
7
years of professional experience
Work History
Claims Analyst
Mutual of Omaha
Remote, USA
05.2023 - Current
- Evaluate and process life insurance claims by reviewing contracts, beneficiary documents, and medical records.
- Track and report on claim processing KPIs, ensuring adherence to service levels and regulatory standards.
- Collaborate with cross-functional teams to resolve complex cases and improve operational workflows.
- Authorize and issue accurate claim payments based on policy terms and documentation.
Base Operations Coordinator
Atlanta Hawks / State Farm Arena
Atlanta, GA
01.2020 - 10.2023
- Coordinated operational details for events, ensuring readiness before, during, and after execution.
- Recorded and monitored work orders and incident reports, escalating issues as needed.
- Conducted investigations into incidents, identified root causes, and coordinated preventive measures with multiple departments.
- Collaborated with security and law enforcement to maintain operational continuity and safety.
Customer Claims Care Specialist
Guardian Life Insurance Company
Remote, USA
01.2021 - 04.2023
- Managed 60-80 inbound calls daily, optimizing use of call, email, and chat channels while maintaining high customer satisfaction scores.
- Processed claims from intake to payment, ensuring compliance and accuracy.
- Maintained online claim data systems and monitored processing timelines to meet service level agreements.
- Partnered with leadership to identify trends in call drivers and implement efficiency improvements.
Entertainment Coordinator (Intern)
Utah Jazz
Salt Lake City, USA
09.2018 - 05.2021
- Managed scheduling, talent booking, and logistics to enhance event experiences.
- Coordinated with cross-functional teams, and routed correspondence to ensure timely communication.
- Routed correspondence to facilitate timely communication between team members, customers, and vendors.
Education
Bachelor of Arts - Communications
College of Idaho
Caldwell, ID05.2021
Associate of Arts - Communications
El Camino College
Torrance, CA06.2019
Skills
- Customer Contact Systems (IVR/Telephony)
- KPI Reporting & Dashboards
- Process Optimization
- Training & Onboarding
- Cross-Functional Collaboration
- Claims Investigation
- Microsoft Office Suite (Excel, Word)
- Data Analysis
- Customer Experience Enhancement
Timeline
Claims Analyst
Mutual of Omaha
05.2023 - Current
Customer Claims Care Specialist
Guardian Life Insurance Company
01.2021 - 04.2023
Base Operations Coordinator
Atlanta Hawks / State Farm Arena
01.2020 - 10.2023
Entertainment Coordinator (Intern)
Utah Jazz
09.2018 - 05.2021
Bachelor of Arts - Communications
College of Idaho
Associate of Arts - Communications
El Camino College
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