Kandace Barrett
Hewitt,TX
Summary
Dynamic customer service operations and claims professional with over 7 years of experience in the insurance industry. Expertise in enhancing productivity, analyzing performance trends, delegating workflows, and elevating service outcomes within fast-paced environments. Proven track record in coaching peers and managing daily operations during leadership absences, leveraging data to drive process improvements and inform strategic decisions. Recognized for significantly boosting efficiency, minimizing turnaround times, and fostering a customer-centric culture.
Overview
7
7
years of professional experience
Work History
Life Claims Examiner
American Income Life Insurance
Waco, TX
01.2023 - Current
- Serve as department lead for Accidental Death & Dismemberment (AD&D) claims, acting as the primary subject matter expert for complex claim handling, policy interpretation, and workflow guidance.
- Train and onboard new examiners on AD&D claim processing, ensuring accuracy, compliance, and adherence to service level expectations.
- Lead daily workflow coordination and delegate assignment across the team in the manager’s absence, ensuring service levels and productivity targets are met.
- Conduct morning operation reports to communicate inventory, priorities, and performance expectations.
- Analyze claim trends and present finding to leadership, providing actionable recommendations to improve turnaround time and quality.
- Designed and implemented a productivity tracking tool that increased team efficiency and visibility to track performance metrics.
- Handle complex and escalated claims, delivering timely, accurate and customer-focused resolutions.
- Manage a high-volume caseload while consistently meeting SLAs and compliance requirements.
- Partner with cross-functional departments to resolve process and system issues impacting service delivery.
Data Entry Clerk
American Income Life Insurance
Waco, Tx
08.2020 - 08.2023
- Generated weekly operational reports on claim volume, processing time, and error trend used by leadership for staffing and workflow planning.
- Served as a subject matter resource for document processes and system issues.
- Collaborated with management to implement system and workflow enhancements.
- Processed a high-volume workload with strict accuracy turnaround time requirements in a production-driven environment.
- Became a go-to resource for process and system questions, supporting new and existing team members.
Document Review Analyst
EMSI
Hewitt, TX
06.2020 - 10.2027
- Trained and onboarded team members on document review procedures and quality standards.
- Standardized review workflows, improving consistency and overall turnaround time by 15%.
- Identified contract discrepancies to mitigate financial and legal risk.
- Provided analytical support to underwriting through medical record reviews.
Education
Master’s - Business Administration
Tarleton State University
Stephenville, TX12-2026
Master’s - Management, concentration Business Analysis
Tarleton State University
Stephenville, TX05-2025
Bachelor’s - Business Administration
Tarleton State University
Stephenville, TX05-2022
Skills
- Team leadership
- Staff training
- Coaching
- Workflow delegation
- Performance management
- Escalation resolution
- KPI Monitoring
- Process improvement
- Workflow coordination
- Customer experience
- Data Analysis
- Trend identification
- Executive reporting
- Productivity tracking
- Data-driven decision making
- Cross-functional partnerships
- Change management
- Microsoft Office
- SQL
- SAS
- R
- Python
- Verbal communication
- Data verification
- Claims processing
Timeline
Life Claims Examiner
American Income Life Insurance
01.2023 - Current
Data Entry Clerk
American Income Life Insurance
08.2020 - 08.2023
Document Review Analyst
EMSI
06.2020 - 10.2027
Master’s - Business Administration
Tarleton State University
Master’s - Management, concentration Business Analysis
Tarleton State University
Bachelor’s - Business Administration
Tarleton State University