Kentrell Mercer
Lauderhill,FL
Summary
Results-oriented Claims Supervisor with over 6 years in insurance claims and call center operations. Skilled in driving process improvements and ensuring regulatory compliance. Proven track record of leading teams to achieve high performance and resolve intricate claims challenges. Sigma Six Lean Green Belt certification held.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Operations Strategy Specialist Intern
Generali Global Assistance
05.2024 - Current
- - Supported the development and implementation of standardized operational processes across multiple teams.
- - Conducted maturity assessments to identify gaps and recommend improvements.
- - Delivered actionable insights through detailed reports and presentations.
- - Facilitated cross-functional collaboration to align strategic goals.
- - Initiated a best-practice sharing program to enhance operational consistency.
Claims Supervisor
Generali Global Assistance
05.2023 - Current
- - Lead a team of 16 claims examiners, overseeing daily operations and ensuring timely, accurate claims processing.
- - Introduced quality assurance protocols that improved team performance by 15%.
- - Provided consultative support to client partners, enhancing policy understanding and client retention.
- - Monitored KPIs and implemented corrective actions to maintain service excellence.
Claims Lead
Generali Global Assistance
06.2022 - 05.2023
- - Supervised 8 examiners, focusing on training and performance development.
- - Maintained a 98% accuracy rate in claims adjudication through rigorous oversight.
- - Acted as a key liaison between clients and internal departments to resolve inquiries efficiently.
Claims Examiner
Generali Global Assistance
02.2021 - 06.2022
- - Processed travel insurance claims with a focus on compliance and accuracy.
- - Analyzed medical documentation, EOBs, and billing statements to validate claims.
- - Delivered emergency assistance and coordinated with travel suppliers to verify coverage.
- - Built trust through clear communication and responsive service.
Coach
Sitel Group
09.2019 - 02.2021
- - Managed a team of 30 agents and 2 team leads, driving performance improvements.
- - Conducted weekly reviews and implemented action plans, boosting agent performance by 20%.
- - Resolved Tier 3 escalations, improving customer satisfaction scores.
Team Lead
Sitel Group
05.2019 - 09.2019
- - Oversaw Tier 2 escalations and supported performance evaluations.
- - Ensured schedule adherence and operational efficiency.
Customer Service Agent
Sitel Group
10.2018 - 05.2019
- - Delivered high-quality service, achieving a 95% customer satisfaction rating.
- - Met and exceeded key performance metrics consistently.
Education
Associate Degree - Business Management
Miller-Motte Technical College
Columbus, GA6-20 All Lines Adjuster’s License
Polk State University
Winter Haven, FL12.2020
Skills
- - Claims Examination & Processing
- - Team Leadership & Staff Development
- - Quality Assurance & Regulatory Compliance
- - Operational Strategy & Process Optimization
- - Performance Metrics & Data Analysis
- - examine medical claims and provide emergency assistance
- - Client Relations & Consultative Support
- - Conflict Resolution & Escalation Management
- - Training Program Design & Delivery
- - Proficient in Microsoft Office Suite and data management platforms
- - Strong analytical and problem-solving skills
- - Committed to continuous improvement and operational excellence
- - Sigma Six Lean Green Belt Certification
- - Designed and implemented QA analysis forms
Certification
- - 6-20 All Lines Adjuster License – State of Florida
- - Lean Six Sigma Green Belt Certification
Timeline
Operations Strategy Specialist Intern
Generali Global Assistance
05.2024 - Current
Claims Supervisor
Generali Global Assistance
05.2023 - Current
Claims Lead
Generali Global Assistance
06.2022 - 05.2023
Claims Examiner
Generali Global Assistance
02.2021 - 06.2022
Coach
Sitel Group
09.2019 - 02.2021
Team Lead
Sitel Group
05.2019 - 09.2019
Customer Service Agent
Sitel Group
10.2018 - 05.2019
Associate Degree - Business Management
Miller-Motte Technical College
6-20 All Lines Adjuster’s License
Polk State University
Similar Profiles
Shabria FulcherShabria Fulcher
Senior Operations Development Specialist at Generali Global AssistanceSenior Operations Development Specialist at Generali Global Assistance
WIDELINE JUSMAWIDELINE JUSMA
Customer Service Representative Travel Agent Hybrid at Generali Global AssistanceCustomer Service Representative Travel Agent Hybrid at Generali Global Assistance
Latravia SmithLatravia Smith
Customer Service Representative at Generali Global AssistanceCustomer Service Representative at Generali Global Assistance
Durrena GoyertDurrena Goyert
Security Assistant Manager at Seminole Tribe of FloridaSecurity Assistant Manager at Seminole Tribe of Florida
FLORENCE POWELL SMITHFLORENCE POWELL SMITH
Patient Care Nursing Assistant at Aker Kasten Home HealthcarePatient Care Nursing Assistant at Aker Kasten Home Healthcare