Moncheria Fields
Blacklick,OH
Summary
The qualifications highlighted in the enclosed resume, illustrate drive, and vigorous approach to contribute great customer service for over 20 years, analytical skills, and training. Advanced knowledge of MS word, excel, power point, and 10 Key Numeric. Possess Strong interpersonal skills, eagerness to learn, multi-task, and great organization skills. Functioning well with minimal guidance in a fast paced environment. The goal is to continue to build upon the above skills and consistently deliver dependability and solid work structure for future employer.
Overview
18
18
years of professional experience
Work History
Leave of Absence Claims Examiner
Sedgwick CMS
New Albany, OH
01.2018 - Current
- Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status.
- Interpreted policy provisions, endorsements, and exclusions to accurately determine coverage for claims.
- Conducted thorough investigations of complex claims, gathering relevant documentation and interviewing witnesses when necessary.
- Enhanced employee satisfaction by efficiently managing and coordinating leave of absence requests.
- Reduced processing time for leave applications by implementing a streamlined system for tracking and recording absences.
- Ensured compliance with federal, state, and company leave policies through meticulous monitoring and documentation of all leaves of absence.
- Provided exceptional support to employees during their leaves of absence, addressing concerns and answering questions in a timely manner.
Service Center Representative
Sedgwick
New Albany, OH
10.2015 - 01.2018
- Provided customer assistance through phone communication (inbound calls)
- New hire mentoring
- Participated in and maintained a quality service culture within the Customer Service Team
- Communicated clearly and professionally with the customer by telephone regarding all aspects of claims process
- Researched and reviewed documentation for accuracy of pertinent information and completeness
- Defused irate customers in regards to customers’ issues and elevated to higher departments per guidance
- Educated and informed the customer by telephone, written correspondence and/or the claims system about the documentation required to process a claim, required time frames, payment information and claim status
- Performed and input data entry of client’s verbal and written drafted correspondence and application information
- Collaborated with team members to improve overall service center performance and customer experience.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Resolved customer complaints by investigating issues, identifying solutions, and implementing corrective actions.
Customer Care Specialist/Transaction Processor
Affiliated Computer Services
Columbus, Ohio
06.2006 - 10.2014
- Gathered information, research/resolves inquiries and log customer calls
- Using computerized system, responded to customer inquiries in a call center
- Performed data entry of material from source documents to a computer database
- Responded to telephone inquiries and complaints using a standard script and procedures
- Informed customers about services available and assesses customer needs
- Prepared standard reports to track workload, response time and quality of input
- Performed clerical tasks in the data entry function
- Ensured accuracy and completeness data
- Used the organizations resources to enhance customer satisfaction
- Managed the Escalation/Situation Log
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
Education
High School Diploma -
Penn Foster
Skills
- Data Verification
- Microsoft Office Suite
- Disability Claims Process
- Data analysis
- Investigative skills
- Decision-making abilities
- Critical thinking
- Conflict resolution
References
References available upon request
Timeline
Leave of Absence Claims Examiner
Sedgwick CMS
01.2018 - Current
Service Center Representative
Sedgwick
10.2015 - 01.2018
Customer Care Specialist/Transaction Processor
Affiliated Computer Services
06.2006 - 10.2014
High School Diploma -
Penn Foster