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
01.2021 - 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
10.2016 - 12.2020
- 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
01.2016 - 09.2016
- 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 09.2018 - 09.2022
Skills
Problem-solving skills
undefinedTimeline
Insurance Specialist, Senior
Credit Acceptance
01.2021 - Current
Bachelor of Science - Business
University of Phoenix
09.2018 - 09.2022
Web Support, Senior
HD Supply
10.2016 - 12.2020
Lead Customer Service
HD Supply
01.2016 - 09.2016
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