Kierra Blair
Senior Insurance Specialist
Acworth,GA
Summary
Professional in quality assurance with over 5 years of experience monitoring and coordinating quality assurance responsibilities such as techniques, evaluations, questionnaires, supervisory, and audits. A specialist in quality assurance with insight into quality systems, risk analysis, conflict management, and customer care. Possesses problem-solving, interpersonal, and demonstrated leadership skills to build effective interactions with work teams and consumers.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Insurance Specialist, Senior
Credit Acceptance
2021.01 - Current
- Assertive, persuasive, and personable with consumers.
- Researched and resolved routine and complex issues.
- Investigated and processed claims swiftly to keep customers satisfied.
- Educated clients on insurance policies and procedures.
- Expedited resolution of claims through effective negotiation with claimants, attorneys, or third-party carriers.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Provided exceptional service to clients by guiding them through claims process step-by-step.
- Resolved problems, improved operations and provided exceptional service.
- Weekly peer to peer shadowing and coaching
- Monthly collaboration to help improve the insurance department performance and metrics
Web Support, Senior
HD Supply
2016.10 - 2020.12
- Managed incident tickets effectively, prioritizing urgent issues and ensuring prompt resolution times.
- Participated actively in team meetings, sharing insights on best practices for improving web support functions consistently.
- Trained support staff in site implementation, updating and maintenance procedures.
- Monitored user feedback channels regularly, using input to identify areas for potential improvements in services provided.
- Updated job knowledge by participating in educational opportunities.
- Overseen escalated calls and resolving customers matter.
- Provided coaching and guidance to customer service department.
- Monitored monthly calls and provided feedback and monthly meetings.
- Recommend and provide training or coaching when needed.
Lead Customer Service
HD Supply
2016.01 - 2016.09
- Developed high-performing teams through targeted training and regular performance evaluations.
- Created and reviewed invoices to confirm accuracy.
- Oversaw hiring process for customer service representatives, selecting candidates who fit well with company culture and values.
- Reduced employee turnover by fostering an positive work environment and offering competitive compensation packages.
- Ensured adherence to company policies by monitoring interactions between employees and customers regularly.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Mentored and coached team members to develop their skills and advance within the company.
- Streamlined call center operations for increased efficiency and improved response times.
- Took ownership of customer issues and followed problems through to resolution.
- Managed multiple projects simultaneously, ensuring deadlines were met while maintaining high-quality work standards.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Education
Bachelor of Science - Business
University of Phoenix
Tempe, AZ 2018.09 - 2022.09
Skills
Problem-solving skills
Process improvement and corrective actions
Data analysis and interpretation
Performance monitoring and review
Customer satisfaction and retention
Work independently and solve problems with limited assistance
Accept and apply feedback, respond well to change
Attention to detail
Problem-solving skills
Timeline
Insurance Specialist, Senior
Credit Acceptance
2021.01 - Current
Bachelor of Science - Business
University of Phoenix
2018.09 - 2022.09
Web Support, Senior
HD Supply
2016.10 - 2020.12
Lead Customer Service
HD Supply
2016.01 - 2016.09