Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Technology-inclined professional who possesses strong troubleshooting capabilities and a customer-oriented attitude. Experienced in developing and implementing technical solutions.
Hi, I’m
KIMBERLY HOWARD
Tucker,GA
Summary
Overview
12
years of professional experience
Work History
Robert Half- Raytheon
HR Proofing Advisor
10.2021 - Current
Job overview
- Manages a caseload of proofing requests and tickets using Service Now and Workday
- Conducts primary source verification to validate the accuracy of all credentialing elements
- Assesses completeness of information and qualifications relative to credentialing standards
- Manages Contingent Employees/Contractors and grants necessary access to Workday as well as tracking when that access should end
- Drives continuous improvements by conducting regular reviews of program processes, identifying areas for optimization, and implements necessary changes
- Develops and maintains project timelines, budgets, and resource allocation plans, ensuring adherence to set parameters and assigns tasks and tracks progress to ensure timely project completion.
Geico
Claims Adjuster
03.2020 - 11.2021
Job overview
- Reviewed policy contracts, analyzed coverage, and sent denials or disclaimers
- Interviewed policyholders, claimants, and witnesses through recorded statements to determine liability
- Contacted insureds/claimants to determine physical damage, first-party medical, or injury exposures
- Negotiated with other insurance adjusters and attorneys to settle claims
- Issued payments for property damage to policyholders, claimants, and lienholders
- Accessed internal and external systems in order to acquire invoice(s), police reports, photos, and any other claim-related documents and files and evaluated them for recovery potential
- Gathered and presented supporting documentation of liability and loss-related expenses to at-fault parties, their insurance carriers, legal counsel, and/or mediator and negotiated payment plans
- Compiled legal demands and sent them to the parties responsible for losses to our insured
- Prepared and filed claims in small claims or county court against responsible parties and adhered to company, state, and federal guidelines in attempting to collect the debt from the responsible party.
Rhodes Financial
Software Support Analyst
10.2019 - 02.2020
Job overview
- Implemented and adhered to prescribed change management and time reporting processes, ensuring compliance while efficiently overseeing the implementation of technological changes
- Utilized diagnostic utilities to effectively troubleshoot and resolve system issues, employing specialized software tools to analyze data and identify the underlying causes of problems
- Performed hands-on fixes at the desktop level, encompassing tasks such as software installation and upgrades, hardware installation, file backups, and system and application configurations
- Proficiently assisted end users in setting up profiles, and user accounts, and facilitated the setup of pay advance systems for tax professionals, enabling them to offer loan services to customers.
TTEC, Hybrid
Licensed P&C Agent
02.2018 - 09.2019
Job overview
- Provided floor and chat support to team members, optimizing productivity
- Generated correspondence to document contact and endorsement modifications for client policies
- Prepared deployment insurance policies for military personnel
- Entered and retrieved information of varying complexity system applications to update external departments such as the DMV and Tax Assessor’s office on the insured’s policy status
- Conferred with customers and provided product information as well as performed quotes for coverage
- Responsible for writing and servicing personal lines insurance policies and explained product features and service advantages to existing and potential customers.
Sitel
Recruiter; Remote
03.2017 - 01.2018
Job overview
- Built and maintained a strong candidate pipeline through proactive sourcing techniques, ensuring a steady pool of qualified talent for current and future hiring needs
- Achieved consistent high-quality candidate placements by effectively sourcing, screening, and selecting top-tier candidates that met or exceeded client requirements
- Screened and evaluated candidates by reviewing resumes, conducting phone screenings, and assessing candidates based on job requirements, skills, experience, and valid technological equipment and Internet
- Reported and analyzed recruitment metrics, preparing regular reports on recruitment activities, including candidate pipelines, time-to-fill, source effectiveness, and other relevant metrics
- Analyzed data to identify areas for improvement and optimize recruitment strategies.
Donnelly Communications
Coach/SME
11.2011 - 01.2017
Job overview
- SME for Carter's and Oshkosh B'gosh and coach for over 30 clients
- Nesting Trainer for new floor associates for multiple catalog clients
- Provided on-the-floor training to new agents and ongoing training to full-time agents
- Researched and investigated claims of missing orders and coordinated refunds and reshipments
- Responded to an average of 70-100 telephone inquiries per day for over 30 clients in regard to order status, refund, transaction discrepancies, and product information
- Performed transactional research and negotiated fee reversals when appropriate
- Created on-the-floor manuals for special clients.
Kelly Services
Tier II Supervisor/QA; Remote
06.2015 - 06.2016
Job overview
- Served as liaison between advisors and upper-level management to implement guidelines and procedures for customer satisfaction surveys
- Delivered coaching feedback to agents and listened to calls that failed to meet predefined standards regarding the satisfaction survey
- Oversaw survey initiatives that aided Advisors in increasing their survey scores
- Aided in the development of Tier 1 Advisors through coaching and one on one informational sessions
- Supervised Tier 1 Advisors and provided floor support to ensure call resolution
- Took ownership of escalated calls from Tier I advisors to ensure tech support resolution, customer complaints, and kudos recognition
- Managed call flow and identified and solved technical issues using Tier II diagnostic tools
- Monitored Apple products and services for emerging issues, accurately logged the details, and filed reports to the Apple Engineering department, including recommendations for resolution
- Provided floor support in team chat to assist Advisors with troubleshooting steps and resources.
Education
Arizona State University
M.A from Legal Studies
University Overview
Skills
- Customer Facing Management
- Decision-Making and Leadership
- Ability to manage performance
- Team Building and Delegation
- Skilled in Service Now, Workday, Microsoft Applications, Salesforce, and Oracle
- Supervising Others
- Problem-Solving and Motivational
Timeline
HR Proofing Advisor
Robert Half- Raytheon
10.2021 - Current
Claims Adjuster
Geico
03.2020 - 11.2021
Software Support Analyst
Rhodes Financial
10.2019 - 02.2020
Licensed P&C Agent
TTEC, Hybrid
02.2018 - 09.2019
Recruiter; Remote
Sitel
03.2017 - 01.2018
Tier II Supervisor/QA; Remote
Kelly Services
06.2015 - 06.2016
Coach/SME
Donnelly Communications
11.2011 - 01.2017
Arizona State University
M.A from Legal Studies
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