Ki-Yana Singleton
Sicklerville,NJ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Case Filing Specialist
American Arbitration Association
05.2024 - Current
- Review, process, and docket new case filings (arbitration and mediation demands) to ensure they comply with AAA rules and procedures.
- Meticulously review legal documents, including demand forms, contracts, and supporting documents, for accuracy and completeness.
- Accurately enter case data into the AAA’s Case Management System (CMS), ensuring integrity of all case information.
- Serve as a primary point of contact for parties, attorneys, and arbitrators, providing information on the filing process, answering questions, and facilitating communication.
- Verify filing fees, initiate billing processes, and follow up on outstanding payments.
- Apply specific arbitration rules (e.g., Commercial, Consumer, Construction, International) to ensure the case is processed correctly.
- Maintain and monitor pending queues to meet tight turnaround times and service level agreements.
Claims Adjuster
Penn Warranty
08.2019 - 05.2024
- Examined claims forms and other records to determine warranty coverage.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Reviewed and analyzed suspicious and potentially fraudulent warranty claims.
- Prepared summaries of damage, payments, and policy coverage.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Data Entry, process, and finalize claims.
- Resolved internal and external escalated issues for coverage, claims, and customer inquires within and prompt and effective timeframe.
- Managed 50-plus calls daily, incoming and outgoing.
Claims Adjuster/ Claims Customer Support
Diamond Warranty Corp
06.2017 - 08.2019
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Documented all investigation activity and presented reports to management.
- Substantiated legitimate claims and denied unjustified claims.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over service contracts to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Managed 70-100 calls daily, incoming and outgoing.
Customer Resolution Specialist
Navient
09.2016 - 06.2017
- Recorded details of conversations, complaints and actions taken..
- Processed payments and applied to customer balances.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Counseled debtors on payment options and arranged installment agreements.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Managed 100-plus calls daily, incoming and outgoing.
Technical Support
Ibex Global
01.2014 - 08.2016
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to Apple technical support needs.
- Managed 100-plus calls daily, incoming and outgoing.
Education
Associate of Science - Criminal Justice
Luzerne County Community College
Nanticoke, PA06.2022
Skills
- Teamwork and Collaboration
- Attention to Detail
- Data Entry
- Multitasking Abilities
- Dependable and Responsible
- Analytical and Critical Thinking
- Problem-Solving
- Cultural Awareness
- Excellent Communication
- MS Office, Outlook, Teams, Powerpoint, and Excel
- Good Telephone Etiquette
- Organization and Time Management
Timeline
Case Filing Specialist
American Arbitration Association
05.2024 - Current
Claims Adjuster
Penn Warranty
08.2019 - 05.2024
Claims Adjuster/ Claims Customer Support
Diamond Warranty Corp
06.2017 - 08.2019
Customer Resolution Specialist
Navient
09.2016 - 06.2017
Technical Support
Ibex Global
01.2014 - 08.2016
Associate of Science - Criminal Justice
Luzerne County Community College