Overview
Work History
Education
Skills
Timeline
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Lakisha Nurridin

Lakisha Nurridin

Overview

11
11
years of professional experience

Work History

CSR Benefits Advisor I

Unum
08.2017 - 05.2023


  • Reviewed medical certifications and other documentation submitted; consulted with Nurse Case Manager and Internal Medical Examiner unit when needed
  • Determined eligibility and availability of leave time for each employee requesting leave for FMLA, State, Short-term disability and applicable Corporate protections.
  • Deep understanding of customer success best practices, including relationship building, issue resolution and identifying and capitalizing on opportunities for improvement
  • Handled an average of 120 customer interactions per day, effectively managing time and prioritizing.
  • Employed user-friendly written and verbal communication and interpersonal skills when conveying complex information to business partners
  • Established problem solving skills by demonstrating analytical/ logical thinking, recognizing multiple connections, optimizing results by choosing the best strategies resulting in fair and objective claim decisions
  • Cultivated and strengthen relationships with clients and business partners by providing accurate knowledge of products, policies/procedures.
  • Communicated via email, phone and fax with providers when necessary to clarify or obtain additional patient information.
  • Complied with HIPAA and State regulations to ensure accuracy of FMLA & Short-term disability coverage.
  • Determined the appropriate status of leave under FMLA and state leave regulations taking into consideration regulatory requirements, company-specific requirements, and analysis of documentation received (medical, legal, etc.)
  • Generated appropriate communications to comply with FMLA regulations and customer procedures.

CSR Agent

ADT SECURITY
01.2012 - 01.2017
  • Built trust and established rapport with clients through active listening, identifying underlying Concerns, and providing solutions
  • Operated as a subject matter expert concerning alarm network systems, explaining, and resolving complex customer technical issues
  • Collaborated with IT teams to develop and implement testing strategies and plans to accurately identify and report bugs by performing functional, usability, compatibility, accessibility, performance, and security testing
  • Documented alarm handling procedures within the alarm screens and notified appropriate authorities and customers when alarm signals were received
  • Provided Tier 1 & 2 level support to internal and external customers and responded to help desk requests from internal and external customers, tracking trends and creating self-help, and quick fixes
  • Monitored application processes and maintained the upkeep and readiness of applications
  • Processed requests for system access, clearance, and terminations
  • Monitored applications and user and group account access and flagged potential risks
  • Diagnosed, troubleshot, and resolved system and network issues across multiple platforms
  • Seamlessly resolve escalated issues of various complexities by probing and isolating the problems and coming to a resolution

Education

Associate Of Science - Psychology

Chattanooga State Community College
Chattanooga, TN

Skills

  • Written & Oral Communication
  • Leadership
  • Data Entry & Documentation
  • Analytical and Critical Thinking
  • Time Management

Timeline

CSR Benefits Advisor I

Unum
08.2017 - 05.2023

CSR Agent

ADT SECURITY
01.2012 - 01.2017

Associate Of Science - Psychology

Chattanooga State Community College

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Lakisha Nurridin