McKenna Yates
Phoenix,AZ
Summary
Accomplished professional with a proven track record at State Farm, adept in claims processing and policy interpretation. Excelled in team collaboration and decision-making, enhancing claim process efficiency and profitability. Skilled in Microsoft Office, with a knack for optimizing time management and operational improvements. Demonstrated ability to lead and innovate, achieving significant results in fast-paced environments. Currently working as the QFC SPOC for my team, created and presented multiple presentations in both the team Huddles and to my fellow QFC SPOCS. Also assist my team and my section as a Max Power User, presenting issues with Max and coaching opportunities with anyone in my section needing assistance.
Overview
6
6
years of professional experience
Work History
Express Claims Associate
State Farm
Tempe, AZ
10.2023 - Current
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Monitored and managed claim expenses to control costs and maximize profitability.
- Developed and implemented strategies to improve claim processes.
- Investigated accidents or incidents to determine cause and extent of damages.
- Collaborated with internal departments and external vendors to resolve claims.
- Developed in-depth understanding of insurance policies and procedures.
- Posted payments to accounts and maintained records.
- Determined appropriateness of payers to protect organization and minimize risk.
- Communicated effectively with staff members of operations, finance and clinical departments.
Accounting Specialist
Conduent
Tempe, AZ
02.2023 - 10.2023
- Reported financial data and updated financial records in ledgers and journals.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Coached, trained, and delegated tasks to 4 team members to meet specific department goals.
- Analyzed financial information and made proactive adjustments.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
Workforce Management Specialist
Carvana
Tempe, AZ
06.2021 - 02.2023
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Provided training on dashboard and package development to team members and management.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
- Created training materials for new employees to provide information about attendance guidelines.
- Conducted performance reviews and provided feedback to managers on employee performance.
Verification Advocate II
Carvana
Tempe, AZ
11.2018 - 06.2021
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
- Assisted with applications and collected required paperwork to help individuals register for supportive services.
- Delivered friendly service and offered expert support in every interaction.
- Planned and implemented process improvements and reporting systems to streamline operations.
- Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.
- Provided key administrative assistance to senior management.
Education
High School Diploma -
K.E.Y.S. of Arizona
Phoenix, AZ05.2016
Skills
- Claims Processing
- Microsoft Office
- Policy Interpretation
- Team Collaboration
- Claims Investigation
- Decision-Making
Timeline
Express Claims Associate
State Farm
10.2023 - Current
Accounting Specialist
Conduent
02.2023 - 10.2023
Workforce Management Specialist
Carvana
06.2021 - 02.2023
Verification Advocate II
Carvana
11.2018 - 06.2021
High School Diploma -
K.E.Y.S. of Arizona