Kelly Ingram
Southfield,MI
Summary
Service-focused Customer Service professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
25
25
years of professional experience
7
7
years of post-secondary education
Work History
Customer Care Coordinator
Anthem
Dearborn, MI
01.2016 - Current
- Managed department call volume of over 200 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Claim Intake Coordinator
York Risk Services Group
Southfield, MI
01.2016 - 04.2016
- Provided professional call coverage, efficiently managed scheduling process for nurses on referral calls, communicated effectively with management to support team, Compliance with healthcare policies and procedures, performed all aspects of job in accurate and highly motivated fashion.
- Supported office staff and operational requirements with administrative tasks.
- Handled 100 calls per day to address customer inquiries and concerns
Child Care Assistant
Berkley Child Care
Berkley, MI
10.2015 - 12.2015
- Supported children's emotional and social development by encouraging positive self-concepts and understanding of others.
- Provided continuous supervision to children during indoor and outdoor activities to maintain safe learning and playing environments.
- Prepared and served nutritious and healthy meals and snacks.
- Communicated with parents regarding child's behavior, daily activities and concerns.
- Worked with children individually and in groups to teach social, communicative and problem-solving skills.
Licensed Insurance Agent
PMG
West Bloomfield, MI
06.2015 - 09.2015
- Utilized direct marketing strategies such as mailings and phone contracts to approach potential clients and increase sales by 50%
- Upsold additional products and services after identifying customer needs and requirements
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
Anthem
Dearborn, MI
12.2012 - 06.2015
- Demonstrated respect, friendliness and willingness to help wherever needed
- Evaluated accuracy and quality of data entered into agency management system.
- Prepared disability claim forms or related documents and reviewed for completeness.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Verified client information by analyzing existing evidence on file.
- Processed and recorded new claims.
- Checked documentation for accuracy and validity on updated systems.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
Customer Service/Call Center Representative
Verizon Wireless
Southfield, MI
06.2009 - 06.2012
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Assisted over 200 customers by answering questions, responding to inquiries and handling telephone requests
Retirement Plan Specialist
Raymond James Financial
Southfield, MI
02.2008 - 06.2009
- Answered retirement plan related calls in call center environment from branch personnel, processed complex financial transactions by evaluating, approving and completing retirement transactions in client accounts.
- Fielding inquiries and processing transactions relative to IRAs.
- Updated accounts with timely maintenance processing to keep records accurate and compliant with transaction requirements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service/Verification Specialist
CNA Insurance
Farmington Hills, MI
06.1996 - 11.2007
- Call center representative high volume inbound call center.
- Recorded incoming data using appropriate systems applications.
- Received inbound calls and input claims for Auto Liability, Property Liability, Worker Compensation and General Liability claims.
- Contacted internal and external business partners to resolve issues.
- Made sure that insurance adjuster was on scene immediately for emergencies.
- Assessed needs of clients and provided information such as claim numbers, adjuster names and or offices.
- Provided information such as claim approval and advised when bills were paid and when checks would arrive.
Education
Bachelor of Science - Business Management/Human Resource
University of Phoenix
Tempe, AZ 06.2017 - 06.2019
Associates Degree - Business Administration/Management, Health Administration/Business Administration
American InterContinental University, Detroit College of Business
03.2006 - 12.2006
Some College (No Degree) - Heath Administration/Business Administration
Detroit College of Business
Dearborn, MIHigh School Diploma -
Hamtramck High School
Hamtramck, MI 08.1987 - 06.1991
Skills
Priority Management
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Bachelor of Science - Business Management/Human Resource
University of Phoenix
06.2017 - 06.2019
Customer Care Coordinator
Anthem
01.2016 - Current
Claim Intake Coordinator
York Risk Services Group
01.2016 - 04.2016
Child Care Assistant
Berkley Child Care
10.2015 - 12.2015
Licensed Insurance Agent
PMG
06.2015 - 09.2015
Anthem
12.2012 - 06.2015
Customer Service/Call Center Representative
Verizon Wireless
06.2009 - 06.2012
Retirement Plan Specialist
Raymond James Financial
02.2008 - 06.2009
Associates Degree - Business Administration/Management, Health Administration/Business Administration
American InterContinental University, Detroit College of Business
03.2006 - 12.2006
Customer Service/Verification Specialist
CNA Insurance
06.1996 - 11.2007
High School Diploma -
Hamtramck High School
08.1987 - 06.1991
Some College (No Degree) - Heath Administration/Business Administration
Detroit College of Business
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