Joana JeanBaptiste

• Collaborated with cross-functional teams to address complex customer issues effectively.
• Served as primary escalation point for high-profile clients, ensuring their concerns were addressed promptly and effectively.
• Resolved litigation cases with settlements up to $100,000.00.
• Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions .
• Reviewed claims for settlements, litigation and reserves.

• Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
• Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.
• Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Managed comprehensive claims investigations, promptly identified cases with substantial exposure, and escalated

them for advanced review, ensuring diligent risk management and mitigation.

• Implemented cost containment strategies effectively, minimizing claim expenses, while maintaining consistent

communication with customers to resolve outstanding issues

• Enhanced customer satisfaction by promptly addressing and resolving claims issues.
• Reduced claim processing time by streamlining workflow and implementing efficient procedures.
• Assisted with training new employees, sharing knowledge and expertise to ensure smooth onboarding process.