La-Daizah Williams-Reaves
Albemarle,NC
Summary
Dynamic professional with a proven track record at Kaplan Financial Education, FirstSource, and AAA Auto Club Group excelling in verbal/written communication and CRM software proficiency. Leveraged exceptional claims, customer service and technical troubleshooting skills to enhance customer satisfaction and achieve sales targets. Expert in fostering teamwork and collaboration, significantly contributing to innovative solutions and organizational success.
Overview
9
9
years of professional experience
Work History
Sales Associate
Kaplan Financial Education
Louisville, KY
09.2020 - 08.2024
- Sales Negotiation and Objection Handling.
- Handled 20+ inbound calls daily, providing tailored solutions to meet customer needs.
- Provided accurate information about products, prices, and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of policies.
- Built relationships with customers to encourage repeat business.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Collaborated with management teams to develop innovative marketing strategies.
- Analyzed customer feedback data to recommend improvements in service quality.
- Helped customers find specific products, answered questions, and offered product advice.
- Worked with fellow sales team members to achieve group targets.
- Built and maintained relationships with peers and upper management to drive team success.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Adhered to company initiatives and achieved established goals.
- Adapted sales strategies based on customer interactions and feedback to improve results.
Claims Adjuster
Firstsource Solutions
Belleville, IL
06.2016 - 06.2020
- Investigated insurance claims, reviewed coverage and liability, prepared reports, and recommended payment or denial of claims.
- Researched relevant laws, regulations, legal decisions, and precedents to determine an appropriate course of action.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Reviewed medical records, police reports, and other documents related to claim investigations.
- Conducted interviews with claimants, witnesses, and medical professionals to obtain additional information about the claim.
- Analyzed facts of loss, including photographs, diagrams, and other evidence, to identify potential sources of recovery.
- Negotiated settlements with claimants or their representatives in order to resolve disputes quickly and economically.
- Maintained accurate documentation of all claim activity within the designated system.
- Provided training sessions for new adjusters on best practices for adjusting claims.
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Adhered strictly to departmental guidelines; ensured that all activities were compliant with applicable state laws.
- Reviewed medical records and documents to determine coverage eligibility of claims for insurance benefits.
- Performed data entry into the computer system to record information regarding claim status.
- Analyzed customer complaints, identified root causes of problems, and developed corrective action plans.
- Assessed accuracy of claim payments by comparing submitted bills to benefit allowance guidelines.
- Collaborated with internal departments such as underwriting, provider relations, medical management, quality assurance, etc., as needed.
- Handled and processed variety of claims.
- Double-checked and reviewed documentation for denied and accepted insurance claims.
- Completed required investigations on referred files within established timeframes.
- Entered claim transactions, payments, reserves, and other documentation.
Customer Support Specialist
AAA the Auto Club Group
Milwaukee, MI
02.2016 - 05.2020
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
Education
Associate of Applied Science - Biological Sciences
Stanly Community College
Albemarle, NC07-2027
Skills
- Verbal/written communication
- Teamwork and collaboration
- Exceptional customer service
- Proficient in CRM tools and sales software
- Live chat support
- Ticket management
- Quality assurance
- Multitasking and organization
- Salesforce
- QNXT Processing
- Data entry
- Help desk support
- CRM software
- Call center experience
- Technical troubleshooting
- Problem-solving
- Product knowledge
- Healthcare procedures
- Liability and coverage
- ICD-10 codes, CPT codes, and HCPCS codes
- Microsoft software
- Medical terms and procedure knowledge
Timeline
Sales Associate
Kaplan Financial Education
09.2020 - 08.2024
Claims Adjuster
Firstsource Solutions
06.2016 - 06.2020
Customer Support Specialist
AAA the Auto Club Group
02.2016 - 05.2020
Associate of Applied Science - Biological Sciences
Stanly Community College
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