Lovely Thornton
San Antonio,TX
Summary
Professional with a strong background in customer service, quality assurance, healthcare, and data management. Adept at streamlining data entry processes, ensuring accuracy, maintaining compliance and confidentiality. Strong focus on team collaboration and achieving results, with flexibility to adapt to changing needs. Known for reliability and attention to detail. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Beneficiary Support – Claims Analyst
International SOS
Houston, TX
01.2026 - 03.2026
- Case Management: Handled inquiries via phone, email, or chat, documented interactions, and resolved claims and/or billing disputes.
- Claims & Enrollment Support: Assisted with TRICARE claims, explained benefits, and verified coverage to providers and beneficiaries.
- Coordinated with international medical providers (hospitals/clinics) to authorize treatment and coordinate care.
- Utilized Salesforce CRM to track cases and manage documentation.
- Compliance: strictly adhered to HIPAA regulations and company protocols.
Quality Assurance Coordinator
Harris Health Systems
Houston, TX
10.2022 - 05.2025
- Performance monitoring and evaluation.
- Created comprehensive reports on quality performance for upper management, with an emphasis on key trends, and recommendations for improvement.
- Maintained a roster averaging 50 agents per month across multiple lines of business.
- Developed training programs to educate employees on quality standards and best practices.
- Engaged in data analysis for performance metrics tracking and to ensure compliance with industry protocols.
Data Entry/Fulfillment Associate
Robert Half
Wilmington, DE
11.2019 - 10.2022
- Provides exceptional customer service to internal and external customers.
- Data specialist; file documents using proprietary and Microsoft software.
- Create process documentation; data entry (filing, licensing, searches).
- Train new hires in workflow, processing, compliance.
- File documents congruent with a registered agent and new entity formations (LLC, LP’s, etc.)
Claims Processor/Adjuster
Allstate Insurance
San Antonio, TX
04.2015 - 08.2019
- Investigating losses and determining liability; negotiate settlements.
- Manage inbound and outbound calls to provide claim status and complete any documentation as needed.
- Process claims and provide status updates upon request for liability, bodily injury, and litigation.
- Allocate insurance coverage; Settle property damage claims.
- Litigation lawsuit, demand, bodily injury, and medical processing.
Inbound Billing Representative
Time Warner Cable
San Antonio, TX
05.2014 - 02.2015
- Handled billing inquiries and customer complaints.
- Call center environment; handled escalated inbound and outbound calls.
- Modified accounts and services to customer specifications.
- Assisted in training of new agents on the call center floor.
- Responsible for general customer service needs.
Inbound/Outbound Mortgage Collector
Wells Fargo Home Mortgage
San Antonio, TX
06.2013 - 02.2014
- Collected delinquent mortgage payments.
- Research for loan modifications or application assistance for customers.
- Handled customer service inquiries.
- Supported internal and external customers.
Inbound/Outbound Fraud Analyst
JPMorgan Chase
San Antonio, TX
08.2012 - 05.2013
- Call center environment; handled inbound and outbound calls.
- Compiled reports on results of investigations and suspicious trends.
- Report and process fraud claims timely to stay compliant with state and federal regulations.
- Support online inquires and escalations for all customer service inquiries.
Inbound Escalation Supervisor
MMC Group/ACS (now Xerox)
San Antonio, TX
06.2011 - 08.2012
- Call center environment; handled escalated inbound and outbound calls.
- Responded to customer service inquiries.
- Support with benefit application assistance for low-income persons.
- Conducted investigations and analysis of transaction activity.
- Compiled reports on results of investigations and suspicious trends.
Education
High School Diploma -
Roosevelt High School
San AntonioSkills
- Goal-oriented
- Proficient in Microsoft Office Suite
- High-performing
- Thrive in fast-paced work environments
- Data interpretation
- Claims processing
- Analyze quantitative data
- Exceptional customer service
- Accuracy and attention to detail
- Teamwork orientation
- Claims analysis
- Interpersonal and written communication
Certification
Texas Department of Insurance Claims Adjuster License
Timeline
Beneficiary Support – Claims Analyst
International SOS
01.2026 - 03.2026
Quality Assurance Coordinator
Harris Health Systems
10.2022 - 05.2025
Data Entry/Fulfillment Associate
Robert Half
11.2019 - 10.2022
Claims Processor/Adjuster
Allstate Insurance
04.2015 - 08.2019
Inbound Billing Representative
Time Warner Cable
05.2014 - 02.2015
Inbound/Outbound Mortgage Collector
Wells Fargo Home Mortgage
06.2013 - 02.2014
Inbound/Outbound Fraud Analyst
JPMorgan Chase
08.2012 - 05.2013
Inbound Escalation Supervisor
MMC Group/ACS (now Xerox)
06.2011 - 08.2012
High School Diploma -
Roosevelt High School