Lauren VerPorter
1441 BRANDYWINE RD 700E, WEST PALM BEACH,FL
Summary
Highly-motivated professional with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Aetna Client Grievance Specialist (work From Home)
Continuum Global Health Solutions
Tallahassee, FL
06.2021 - Current
- Collaborated with fellow team members to manage large volume of claims.
- Examined claims, records, and procedures and informed solution identified to customer.
- Collaborated with other departments within the organization to identify potential solutions for resolving customer disputes.
- Monitored progress made towards resolving appealed or grieved matters.
- Analyzed complex cases to determine appropriate resolution in accordance with relevant laws, regulations and organizational policies.
- Maintained accurate records of all activities related to appeals and grievances.
- Assessed customer complaints to determine eligibility for appeal or grievance filing.
- Compiled data on an ongoing basis concerning trends in appeals or grievances filed.
- Reviewed documents submitted by customers in support of their claims before they are entered into the system.
Customer Service Lead - Work From Home
Hillsborough County Affordable Housing
Tampa
08.2020 - 06.2021
- Working with Hillsborough County residents and business owners to process R3 COVID Grant applications for housing assistance and business grants in a high-volume call center environment.
- Communicated with residents and business owners consistently via phone, email, and SMS.
- Following up with clients, double checking work internally to ensure a smooth application process, and making sure the application is completed correctly to avoid any kickback.
- Collecting and submitting all required documentation for a funding application.
- Resolving any questions or concerns residents call in with.
- Make excel spreadsheets tracking calls/emails and client/organization information to clients for the whole project.
- Keeping a detailed log of daily and weekly metrics and assignments completed (calls, emails, approved and denied apps, etc.).
- Cross-referencing application information with official records/provided documents.
- Running daily meetings over Zoom to discuss changes/updates with the team.
Social Media Subject Matter Lead
Cognizant Technologies
09.2017 - 03.2020
- Review social media content and align with policy guidance to determine proper action to take
- Run weekly numbers and analyze data provided to provide proper feedback and training to employees
- Review policy gaps and trends to identify any issues in weekly client meetings
- Connecting with customers via chat, and social media to address concerns
- Supply valuable data and insight on violating and non-violating content via use of a complex decision tree
- Reviewing employee performance and building training and development sessions based off areas that need improvement
- Internally escalate observed trends, issues and challenges to client for resolution or improvement
- Keep up to date on current events, new policies, policy changes, trends and exceptions
- Creating weekly PowerPoints and presentations for client and upper management based off data analysis for over 700 employees
- Provide one on one coaching's to employees and managers to help increase understanding of proper policy application
- Lead daily team meetings to review new moderation changes and expectations
- Shadow low-performing Process Executives to educate and align on correct application of Client Policy
- Respond to Process Executive knowledge needs using internal tools to track activity and guidance
- Lead weekly policy and training refreshers for content moderators.
Front Desk Representative
LaQuinta Inn&Suites
11.2016 - 08.2017
- Checking Guests In/Out
- Providing excellent customer service
- Taking incoming calls to place reservations/answer questions
- Processing payments for all guest stays
- Running nightly financial and guest information audit
- Handling all guests' complaints/disputes
- Counting and balancing till, including making money drops and deposits
- Keeping all notes pertaining organized pertaining to guests stay (complaints, requests, ETC)
- Filing all necessary paperwork pertaining to guest stay or any incidents that occurred on property
- Conducting data analysis based off audits and informing management of any discrepancies.
Education
BA IN BUSINESS AND COMMUNICATIONS -
UNIVERSITY OF SOUTH FLORIDA
07.2020
Skills
- Documentation and Reporting
- Customer Service
- Relationship Building
- Phone and Email Etiquette
- Detail Oriented
- Conflict Resolution
- Deadline Driven
- Communication
- Research
- Typing Proficiency
- Advanced MS Office Suite Knowledge
- Data Entry
- Highly Organized
- Time Management
- Self-Starter
- Strong Problem Solver
- Strong Interpersonal Skills
- Organizational Abilities
- Effective Listening
- Empathy
- Fast Learner
- Meeting Metrics
- Work Planning and Prioritization
- Issue Identification
Timeline
Aetna Client Grievance Specialist (work From Home)
Continuum Global Health Solutions
06.2021 - Current
Customer Service Lead - Work From Home
Hillsborough County Affordable Housing
08.2020 - 06.2021
Social Media Subject Matter Lead
Cognizant Technologies
09.2017 - 03.2020
Front Desk Representative
LaQuinta Inn&Suites
11.2016 - 08.2017
BA IN BUSINESS AND COMMUNICATIONS -
UNIVERSITY OF SOUTH FLORIDA
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