Kendell Walton
Little Elm,Texas
Summary
Results-driven professional with over 10 years of experience in insurance customer service and 2 years in claims management, known for delivering exceptional service and efficiently handling processes. Proven ability to resolve customer issues, enhancing satisfaction and loyalty, while working collaboratively with cross-functional teams. Committed to leveraging problem-solving skills and attention to detail to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
Claims Processor I
Sutherland
Remote, TX
08.2024 - 03.2026
- Adjudicated claims effectively to achieve production and quality metrics aligned with policies and regulations.
- Priced claims accurately using various tools and processes for timely payments.
- Followed up on claims requiring additional information to expedite processing.
Quality Assurance Specialist
National General Insurance Company
Dallas, TX
09.2019 - 08.2024
- Review and evaluate operational procedures, including Customer Service interactions from all communication channels, service requests, refund processing, Transponder fulfillment, outgoing correspondence, and future quality review implementations.
- Monitored processes, including call handling, to achieve program KPIs and quality standards.
- Prepared weekly and monthly quality score reports for associates, teams, and programs.
- Utilized quality monitoring data management system to compile and track team and individual performance.
P&C Customer Service Representative
National General Insurance
Dallas, TX
05.2016 - 09.2019
- Explain and sell the features of various home and auto policies
- Keep track of all monthly sales and goal via Microsoft excel
- Delivered exceptional service after completed sales, processing paperwork and coordinating support.
Education
Bachelor of Science - Visual Communication
Westwood College
Dallas06-2012
Skills
- Claims adjudication
- HIPAA compliance
- Quality assurance
- Performance monitoring
- Policy sales
- Customer relationship management
- Data Management
- Quality monitoring
- Customer Service
Timeline
Claims Processor I
Sutherland
08.2024 - 03.2026
Quality Assurance Specialist
National General Insurance Company
09.2019 - 08.2024
P&C Customer Service Representative
National General Insurance
05.2016 - 09.2019
Bachelor of Science - Visual Communication
Westwood College