Msanda Harrison
Jamaica,NY
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Short Term Disability Claims Specialist
Lincoln Financial Group
Charlotte, NC
11.2021 - Current
- Engaged with claimants, employers, and medical professionals via phone and email to collect details on Short-Term Disability claims.
- Coordinated with case managers, nurse case managers, and consulting physicians for appropriate claim decisions.
- Analyzed intricate medical records using diverse tools to determine suitable approval durations.
- Completing accurate financial calculations consistent with company and state guidelines
- Delivered outstanding customer service by identifying needs and opportunities.
- Engaged in team meetings to address case management challenges and share updates on disability claims.
- Managed updates and revisions of policies.
- Prepared correspondence to inform about claim decisions.
- Contributed to strategy development for addressing intricate cases with multiple disabilities.
- Enhanced team collaboration to boost efficiency in workplace settings.
- Assisted with customer requests and answered questions to improve satisfaction.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Expanded skills by engaging in further education and professional development.
Business Retention Specialist
Charter Communications
Charlotte, NC
10.2017 - 11.2022
- Delivered outstanding customer service to enhance satisfaction.
- Communicated new services and upsold products to existing customers.
- Collaborated with Sales Manager to execute sales promotion initiatives.
- Evaluates customer feedback to enhance retention strategies.
- Responds to customer queries and addresses service complaints in a timely manner
- Processes orders, prepares correspondences, and fulfills needs of existing customers that are at risk of cancelling their service or orders
- Assists with telephonic payments
- Collaborates with billing team to ensure proper coding and billing
Sales Consultant
AT&T
Charlotte, NC
01.2009 - 06.2017
- Achieved sales goals while fostering positive customer interactions.
- Marketed diverse range of AT&T products and services.
- Achieved sales targets consistently and supported team members in reaching their objectives.
- Processed customer contracts, warranties, and payments efficiently.
- Ensured comprehensive understanding of products, accessories, pricing plans, promotions, and service features.
- Handled service inquiries from customers
- Provided efficient, courteous customer service and assisted in all aspects of product offerings and services
- Implemented and tested sales tactic to renew services for existing customers
- Handled all billing inquiries to include adjustments, explanations, changes and transfers
Customer Resolution Specialist
Convergys
Charlotte, NC
08.2005 - 01.2009
- Engaged customers courteously, maintaining a friendly and professional demeanor.
- Clarified customer requirements by probing and confirming understanding of issues.
- Transitioned to product sales after resolving customer issues to enhance retention.
- Expanded understanding of client offerings.
Education
Associate's - applied science
CUNY Queensborough Community College
Queens, New York01.1990
Skills
- Claims processing proficiency
- Policy interpretation
- Interpersonal skills
- Problem-solving
- Microsoft office
- Documentation proficiency
- Medical terminology expertise
- Professionalism and tact
- Continuous learning mindset
- Time management capabilities
- Product Knowledge
- Multitasking capacity
- Analytical skills
- Initiative-taking
- Employee training & coaching
- Customer Service Management
Certification
Lean Six Sigma Certification, White Belt
References
Furnished upon Request
Timeline
Short Term Disability Claims Specialist
Lincoln Financial Group
11.2021 - Current
Business Retention Specialist
Charter Communications
10.2017 - 11.2022
Sales Consultant
AT&T
01.2009 - 06.2017
Customer Resolution Specialist
Convergys
08.2005 - 01.2009
Associate's - applied science
CUNY Queensborough Community College
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