Maianna Punwasi
Customer Service Team Lead
Jamaica,NY
Summary
Knowledgeable and dedicated customer service professional with 10 years of extensive experience in customer relations. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Certified Google IT Support Professional with an interest in computing and technology.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
NYC Department of Finance
New York, . NY
10.2019 - Current
- Provide customer support in-person, via telephone and email
- Schedule hearings for outstanding traffic violations
- Compile metric reports for the executive team
- Oversee approximately 100 business accounts
- Provide management support as needed
Litigation Processor
Hereford Insurance Company
Long Island City, NY
06.2019 - 09.2019
- Process incoming summons and complaint for in-house litigation adjusters and defense counsel
- Complete fee schedule reviews and referrals
- Review and process payments for settlements
- Obtain proof of mailing, medicals, and citations to medical literature for claim files
- Communicate with outside counsel to obtain supporting documentation for incoming lawsuits
Workers’ Compensation Claims Assistant
Hereford Insurance Company
Long Island City, NY
11.2016 - 06.2019
- Evaluate incoming claims for investigation and documentation needs
- Set up new claims using the Claims Management System
- Assist managers and adjusters with claims caseload and correspondences
- Conduct investigations for new claims via telephone and email
- Process subpoenas and record requests
- Train all new departmental hires
- Analyze claims data for potential fraudulent cases
Office Services Team Lead
Hereford Insurance Company
Long Island City, NY
07.2014 - 10.2016
- Oversaw the day-to-day operations of the team, distributed the workload evenly among team members and ensured motivation and performance levels were maintained
- Managed all records requests inclusive of subpoenas in accordance with HIPAA guidelines, approved invoices and processed all payments for records
- Reviewed company's invoices for discrepancies, resolved issues and concerns with respective vendors
- Supervised the reception desk and ensured excellent customer service
- Planned and coordinated logistics and materials for executive meetings and staff events
- Trained all new departmental hires.
Office Services Representative
Hereford Insurance Company
Long Island City, NY
09.2012 - 06.2014
- Assisted in the company's transition to a paperless environment by preparing physical files and incoming mail for scanning
- Processed records requests in accordance with HIPAA guidelines, created invoices and communicated with clients regarding record payments and receipt of checks
- Provided coverage at the receptionist desk including greeting visitors and responding to telephone and in-person requests for information
- Built and maintained vendor relations and ensured contractual agreements were upheld.
Education
Google IT Support Certification -
High School Equivalency Certificate - undefined
Skills
Microsoft Office proficiencyundefined
Certification
Google IT Support Professional
Timeline
Google IT Support Professional
09-2021
Customer Service Team Lead
NYC Department of Finance
10.2019 - Current
Litigation Processor
Hereford Insurance Company
06.2019 - 09.2019
Workers’ Compensation Claims Assistant
Hereford Insurance Company
11.2016 - 06.2019
Office Services Team Lead
Hereford Insurance Company
07.2014 - 10.2016
Office Services Representative
Hereford Insurance Company
09.2012 - 06.2014
Google IT Support Certification -
High School Equivalency Certificate - undefined
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