Karen Jefferson-Walker
Customer Service, Insurance
Sun City Center,FL
Summary
Experienced administrative professional with extensive experience in providing strong customer service, quality research, team leader skills. Strong background in quality review, Medicare health insurance, supporting life insurance and annuity processing. Innovative individual with excellent sense of teamwork, commitment, loyalty.
Overview
36
36
years of professional experience
Work History
Customer Service Representative
Piedmont Community Health Plan
01.2017 - Current
- Dedicated Customer Service Representative driven to maintain customer satisfaction
- Reliable with strong time management and prioritization skills
- Answer customer calls regarding existing accounts and claims
- Process customer account payments
- Consult with customers and medical providers regarding Medicare insurance guidelines
- Respond to questions and concerns about service and escalate appropriately
- Review claims and benefits with medical providers and customers.
Senior Case Manager
Genworth
01.2014 - 01.2016
- Processed transfer and exchange request on new annuity applications
- Requested funds from applicants existing insurance carrier required to fund their annuity application
- Provided quality customer service to external, internal customers
- Improved accuracy ratings to 100%, processed above recommended case load per hour consistently
- Build strong relationships with General Agencies to ensure a smooth transfer of funds process
- Reviewed, verified forms for validity according to state regulations, prior to forwarding to other carriers
- Identified, researched possible issues prior to sending out transfer paperwork
- Called, faxed other financial institutions to follow up on status of request and verify funds transfer.
Quality Coordinator
Genworth
01.2009 - 01.2014
- Reviewed processed emails and calls for processing guidelines and accuracy
- Provided one on one coaching to associates to help maintain quality guidelines
- Mentored Case Managers on correct call, email processing procedures
- Worked weekly reports to maintain processing guidelines critical to quality
- Assisted Team Leaders when needed for escalated calls, cases
- Partnered with implementation team to launch and test new email and production systems
- Tracked monthly scorecards for Associates, presented findings to Team Manager
- Served as a point of contact for escalated cases regarding life insurance policy processing.
Various positions with increased responsibility
Genworth
01.1988 - 01.2009
- Provided excellent customer service through effective communication via telephone or email
- Demonstrated consistent ownership while analyzing and resolving complex customer related issues
- Assisted with supervisor escalations, team questions, and other department needs (SME)
- Supervised a team of seven employees, enhancing professional growth, while maintaining structure and accomplishing department goals
- Maintain balancing multiple queues and demands while working in Life New Business
- Following compliance and SOP guidelines to ensure state regulations are met.
Education
High School Diploma -
E C Glass High School
Lynchburg, VA1983
Skills
- Customer Service
- Insurance – licensed Agent(Life Insurance)
- Microsoft Excel
- Microsoft Word
- Power Point
- Leadership
- Process Improvement
- Coaching
Accomplishments
- Associate Customer Service Designation
- Customer Hero Award – Recognized for exceptional customer service
- Heart Award – Recognized for outstanding customer service
- Excellence Award – Awarded for performing above and beyond the expected goals
Volunteer Experience
- Volunteered for Virginia Special Olympics, Lynchburg VA Chapter
- Volunteered at Rivermont Baptist Church as Financial Secretary
Timeline
Customer Service Representative
Piedmont Community Health Plan
01.2017 - Current
Senior Case Manager
Genworth
01.2014 - 01.2016
Quality Coordinator
Genworth
01.2009 - 01.2014
Various positions with increased responsibility
Genworth
01.1988 - 01.2009
High School Diploma -
E C Glass High School
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