Michele Turner
Winter Haven,FL
Summary
Experienced professional focused on meeting or exceeding objectives seeking Manager position. Offers advanced training and knowledge of industry best practices. Recognized for leadership, planning abilities and clear, direct communication style.
Experienced Customer Service with over 23 years of experience in the Insurance industry. Excellent reputation for resolving problems and improving customer satisfaction.
Enthusiastic working Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivate a team to learn, grow and excel in Customer Service.
Reliable employee seeking a Management position. Offering excellent communication and good judgment.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Litigation Workers' Compensation Claims Manager
Great America Insurance Group/Summit
Lakeland, FL
05.2006 - Current
- Managed monthly, quarterly and annual payouts for merit rewards, sales commissions and bonus programs.
- Expedited benefit delivery by establishing working relationships with benefit providers.
- Designed, evaluated and modified benefits policies to keep programs current, competitive and in compliance with legal requirements.
- Fulfilled reporting requirements of Employee Retirement Income Security Act (ERISA).
- Reduced benefits expenses by revamping company plans for dental, life and disability.
- Consulted with auditors to check compliance of benefits and cost mitigation for policy holders.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Worked with customers to understand needs and provide excellent service
Workers' Compensation Adjustor
Summit Consulting, INC
Lakeland, FL
07.1999 - 05.2006
- Prepared summaries of damage, payments and policy coverage.
- Documented all investigation activity and presented reports to management.
- Answered questions posed by insured and attorneys.
- Negotiated settlement agreements to resolve disputes.
- Evaluated evidence with ultimate goal of creating positive outcomes for client's claims.
- Substantiated legitimate claims and denied unjustified claims.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Investigated claims involving potential and suspected fraudulent activities.
- Maintained claims count of 100-130 with scheduled contact with claimants and attorneys to determine treatment status.
- Trained other claims staff members on proper handling and evaluation of injury claims.
- Maintained claims data in multiple systems.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Collaborated with claims department and industry anti-fraud organizations to resolve claims.
Education
Associate of Arts - Business Management
Polk State College Collegiate High School
Lakeland, FLSkills
- Workers Compensation
- Compliance Assessments
- Business Relationship Management
- Social Perceptiveness
- Staff Recruitment and Hiring
- Court Appearances
- Employee Performance
- Cost Control
- Resolving Conflicts
- Teambuilding
- Self-motivated professional
- Customer Service
- Flexible & Adaptable
Certification
Accredited Litigated Adjustor
Board Certified All Lines Insurance Adjustor/specializing in Florida Workers' Compensation
Customer Service Representative
Dale Carnegie Graduate
Timeline
Litigation Workers' Compensation Claims Manager
Great America Insurance Group/Summit
05.2006 - Current
Workers' Compensation Adjustor
Summit Consulting, INC
07.1999 - 05.2006
Associate of Arts - Business Management
Polk State College Collegiate High School
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