MELANIE BEVERLY
WISE,VA
Summary
Experienced Claims Specialist with a proven track record at the Social Security Administration, excelling in customer service and critical thinking and efficiency through meticulous detail and effective time management. Successful at managing high caseloads in fast-paced environments. Organized, driven and adaptable with excellent planning and problem-solving abilities. Offering 16 years of experience and willingness to take on any challenge. Achieved performance targets and received multiple awards consistently while fostering collaboration and maintaining high client satisfaction.
Overview
21
21
years of professional experience
Work History
Claims Specialist
Social Security Administration
06.2012 - Current
- Analyzed claims data to ensure compliance with federal regulations and policies.
- Reviewed and processed retirement, survivors, auxiliary, and disability claims, ensuring accuracy and timely resolution.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Followed up with customers on unresolved issues.
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Collaborated with cross-functional teams to resolve complex claim issues efficiently.
Customer Service Representative
Social Security Administration
04.2009 - 06.2012
- Resolved customer inquiries regarding benefits and eligibility requirements efficiently.
- Educated clients on application processes, ensuring understanding of necessary documentation.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Trained new employees on best practices in customer service protocols and system navigation.
- Led initiatives to streamline workflow, reducing response times for customer inquiries significantly.
- Developed training materials that improved onboarding processes for new representatives effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Commercial Insurance Agent
South-West Insurance Agency
11.2004 - 04.2009
- Developed tailored insurance solutions to meet client needs and mitigate risks.
- Conducted comprehensive risk assessments to identify coverage gaps for commercial clients.
- Managed client relationships, ensuring high levels of satisfaction and retention.
- Collaborated with underwriters to negotiate competitive policy terms and pricing.
- Offered detailed information about products and binding coverage.
- Maintained a high level of professionalism and ethics, adhering to all applicable regulations and industry standards.
- Optimized renewal processes for enhanced customer experience by proactively reviewing policies prior to expiration dates.
- Received inbound phone calls and electronic quote submissions.
- Reduced errors in policy documentation by meticulously reviewing contracts before submission to underwriting teams.
Education
Bachelor of Science - Business Administration
University of Virginia's College At Wise
Wise, VA05-2001
Skills
- Verbal communication
- Microsoft office
- Time management
- Decision-making
- Critical thinking
- Customer service
- Organizing and prioritizing work
- Attention to detail
- Teamwork and collaboration
- Multitasking Abilities
- Documentation skills
Accomplishments
Exemplary Contribution or Service Award 08/10
Exemplary Contribution or Service Award 08/11
Recognition of Contribution Performance Award 08/12
Exemplary Contribution or Service Award 08/13
Exemplary Contribution or Service Award 08/14
Exemplary Contribution or Service Award 08/15
Exemplary Contribution or Service Award 08/16
Exemplary Contribution or Service Award 08/17
Exemplary Contribution or Service Award 08/18
Exemplary Contribution or Service Award 07/19
Exemplary Contribution or Service Award 08/20
Exemplary Contribution or Service Award 08/21
Exemplary Contribution or Service Award 08/22
Exemplary Contribution or Service Award 08/23
Exemplary Contribution or Service Award 08/24
Exemplary Contribution or Service Award 09/25
Timeline
Claims Specialist
Social Security Administration
06.2012 - Current
Customer Service Representative
Social Security Administration
04.2009 - 06.2012
Commercial Insurance Agent
South-West Insurance Agency
11.2004 - 04.2009
Bachelor of Science - Business Administration
University of Virginia's College At Wise