Karena Cantley
Phoenix,AZ
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Senior Claims Analyst
Bank of America
Phoenix, AZ
09.2018 - Current
- Maintained accurate records of all claim activities in accordance with company policies.
- Followed all company procedures to keep data confidential.
- Reviewed customer claims, identified discrepancies and determined appropriate course of action.
- Gathered proper documentation and data to prepare claims for submission.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Provided customer service support for banking inquiries via telephone or email.
- Investigated customer complaints related to banking services or products.
- Assisted with the implementation of new banking procedures and policies.
- Participated in training sessions designed to enhance knowledge of banking processes.
- Resolved discrepancies related to customer accounts.
- Advised customers on available products and services that best meet their needs.
- Responded to inquiries from customers regarding their credit cards and accounts.
- Performed periodic reviews of customer accounts to detect fraudulent activity or potential risk factors.
- Ensured timely processing of payments received from customers via mail or electronic transfer.
Customer Service Representative
Macys Call Center
Phoenix, AZ
06.2015 - 08.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
High School Diploma -
West Valley High School
Phoenix, AZ06-1999
Skills
- Strategic Decision-Making
- Critical Thinking Abilities
- Document Workflow
- Policy Interpretation
- Claims Review
- Skilled in excel
- Critical Thinking
- Claims Evaluation
- Active Listening
- Decision-Making
- Claims Processing
- Goal Setting
- Time Management
- MS Office
- Problem-Solving Abilities
- Claims Investigation
- Analytical Skills
Timeline
Senior Claims Analyst
Bank of America
09.2018 - Current
Customer Service Representative
Macys Call Center
06.2015 - 08.2018
High School Diploma -
West Valley High School
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