Kelly Williams
Columbia,SC
Summary
Personable and dedicated Account Service Representative with extensive experience insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Account Service Coordinator
Aflac (Randstad)
Remote, SC
07.2022 - 08.2023
- Supports enrollments in conjunction with supporting business units
- Updates and maintains account, processes payment detail requests
- Monitors requests for special handling and ensures service levels are met across administrative areas.
- Performed payment audits.
- Assisted team with peer reviews for complex audits.
- Generated excel reports from audit findings.
Compliance Specialist
Aflac
Columbia, SC
11.2020 - 05.2021
- Compiled data from internal sources to identify areas of weakness requiring immediate compliance remediation.
- Developed and implemented control policies to mitigate risks while enhancing compliance with regulatory agencies.
- Executed regulatory remediation and audit remediation deliverables.
- Maintained knowledge of compliance issues and laws by participating in seminars, conducting research, and monitoring.
- Developed and implemented improved system controls, preventing reoccurrence of compliance issues.
- Identified compliance issues by statements, company records, and employee activities.
Claims Specialist III
Aflac
Columbia, SC
03.2018 - 11.2020
- Processed multiple lines of business claims, including accident, critical illness, hospital indemnity, std,term life, universal life, whole life & wellness claims
- Processed claims utilizing ICD-9 & ICD-10 coding.
- Collaborated with fellow team members to manage large volume of claims.
- Handled billing related activities focused on medical specialties.
- Communicated demand letters and attorney involvement to Legal Counsel
- Supported agents with claims issues, documentation needs, and general questions
- Coordinated payments, collecting, and organizing supporting documentation
- Calculated claims amounts following policy data and coverage requirements.
- Performed periodic audits of closed files to ensure accuracy of documentation and compliance with regulations.
New Business Representative
Colonial Life-Randstad Employment Agency
Columbia, SC
08.2016 - 02.2017
- Generated price quotes, drafted credit or contract terms and estimated projected delivery dates
- Assisted customers after sales to personally address problems and provide additional support.
- Maintained relationships with existing clients by providing timely support and advice.
- Provided regular updates on progress of deals as well as competitive intelligence data collected from the field.
- Utilized CRM software to track all interactions with customers, ensuring accurate records were maintained.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Administrative Coordinator
Palmetto Health Hospital
Columbia, SC
01.2007 - 03.2015
- Analyzed complex information requests and determined complex trends.
- Arranged new hire orientation and ongoing employee training.
- Organized employee appreciation events, meetings, and conferences for office staff.
- Improved administrative function by optimizing and enforcing office policies
- Prepared thorough reports based on skilled compilation and distillation of related data.
- Motivated employees to continuously grow knowledge and enhance abilities.
- Supervised work of office, administrative, and customer service employees to verify adherence to quality standards, deadlines, and proper procedures.
Education
Master’s degree - Human Resource Management
Southern New Hampshire University
Manchester, New Hampshire05-2025
Bachelor of Science - Business Administration
Southern Wesleyan University
Central, South Carolina08-2023
Associate degree - Business Administration
Southern Wesleyan University
Central, South Carolina11.2020
Skills
- Problem Solving
- Creativity
- Decision Making
- Ability to Multitask
- Microsoft Office
- Computer Skills
- Ability to Work Under Pressure
- Fast Learner
- Adaptability
- Effective Time Management
- Teamwork
- Communication Skills
- Critical thinking and problem solving
- Leadership
- Customer Service
- Coding
- Billing
- Multiple System Knowledge
- De-Escalation Techniques
- Order Processing
- Quality Control
- Regulatory Compliance
- Complaint Resolution
- Senior Leadership Support
- Account Updating
Certification
- Lean Six Sigma-Yellow Belt Certification
Languages
English
Full Professional
Accomplishments
- A & B Honor Roll
References
References available upon request.
Timeline
Account Service Coordinator
Aflac (Randstad)
07.2022 - 08.2023
Compliance Specialist
Aflac
11.2020 - 05.2021
Claims Specialist III
Aflac
03.2018 - 11.2020
New Business Representative
Colonial Life-Randstad Employment Agency
08.2016 - 02.2017
Administrative Coordinator
Palmetto Health Hospital
01.2007 - 03.2015
Master’s degree - Human Resource Management
Southern New Hampshire University
Bachelor of Science - Business Administration
Southern Wesleyan University
Associate degree - Business Administration
Southern Wesleyan University
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