NADISHA THOMAS
Chandler
Summary
Positive, customer-focused, and detail-oriented, bringing solid understanding of client relations and account management. Knowledgeable about customer service principles, combined with proficiency in communication and problem-solving skills. Dedicated to fostering strong client relationships and driving satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Life Insurance Advisor
State Farm
Chandler, Arizona
01.2025 - Current
- Developed knowledge of industry regulations and compliance standards to ensure adherence in all client interactions.
- Streamlined the application process for clients, expediting policy issuance times and increasing overall efficiency.
- Participated in ongoing professional development to stay current on industry developments and enhance advisory skills.
- Maintained up-to-date knowledge of industry trends, ensuring accurate information and advice to clients.
- Increased client satisfaction by providing personalized life insurance advice and guidance.
- Assessed financial requirements of clients to provide tailored life insurance solutions and appropriate coverage amounts.
- Strengthened the team environment by sharing industry knowledge and best practices with colleagues, fostering a collaborative culture within the firm.
- Negotiated favorable terms on behalf of clients when necessary, advocating for their best interests throughout the policy lifecycle.
- Worked closely with underwriters to provide accurate risk assessments and secure competitive policy rates for clients.
- Explained advantages, features, and disadvantages of various policies to promote sale of plans, boosting overall sales by 10%.
- Educated clients on policy options and benefits, enhancing understanding.
Client Account Specialist
Upgrade
Phoenix, Arizona
09.2022 - 01.2025
- Managed client documentation and data entry using CRM software for streamlined communication.
- Assisted clients with account inquiries, ensuring prompt and accurate responses.
- Collaborated with cross-functional teams to resolve client issues efficiently and effectively.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
- Contributed to customer retention by proactively addressing potential concerns before they escalated into larger issues.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Analyzed financial data and generated accurate, insightful reports for management.
- Achieved and Exceeded company performance goals by maintaining top performing team member status for 6 consistent months.
Health Benefits Specialist
Voya Financial
Tempe, Arizona
12.2020 - 09.2022
- Reviewed claims for accuracy and completeness, streamlining processing workflows.
- Assisted clients in understanding benefit options, enhancing customer satisfaction and support.
- Resolved complex employee claims issues, maintaining high levels of customer service and satisfaction.
- Educated employees on their health benefits options, supporting informed decision-making during open enrollment periods.
- Served as primary point of contact between employees and insurance providers, efficiently resolving any discrepancies or concerns that arose during claim processing or other transactions.
- Collaborated with HR team members to integrate health benefits within overall employee wellbeing strategies.
- Streamlined benefits administration processes for increased efficiency and reduced errors.
Enrollment Services Advisor
Pearson Global
Chandler, Arizona
08.2019 - 12.2020
- Assisted students in navigating enrollment processes and resolving inquiries.
- Provided accurate information regarding program offerings and admissions requirements.
- Collaborated with cross-functional teams to streamline enrollment procedures.
- Executed administrative tasks related to student records and data management of over 50-70 students per semester..
- Streamlined communication between academic departments for smoother student enrollment experiences.
- Contributed to departmental goals by consistently exceeding individual performance metrics related to enrollments secured and applications processed.
- Led training sessions for new advisors on enrollment policies and best practices.
- Collaborated with financial aid office to ensure timely disbursement of funds for enrolled students.
- Assisted students in exploring and selecting career paths.
- Analyzed student academic records to assess educational and career goals.
- Coordinated closely with academic advisors to provide seamless support services throughout the entire student lifecycle-from initial inquiry through graduation.
- Improved enrollment rates by effectively advising prospective students on program offerings and admission requirements.
- Maintained accurate records of enrolled students, ensuring compliance with institutional, state, and federal regulations.
- Enhanced overall department efficiency through implementation of enrollment management software solutions.
Senior Bankruptcy Specialist
Ditech Financial
Tempe, Arizona
07.2016 - 08.2019
- Analyzed complex bankruptcy cases to determine eligibility for various relief options.
- Collaborated with legal teams to ensure accurate documentation of bankruptcy filings.
- Performed quality assurance reviews on bankruptcy cases to ensure accuracy in documentation and adherence to relevant regulations.
- Developed customized plans for clients seeking to rebuild credit after a bankruptcy, resulting in improved financial stability and future borrowing opportunities.
- Prepared detailed reports outlining case progress, findings, and recommendations for use by senior leadership in decision-making processes related to bankruptcies filed under various chapters of the Bankruptcy Code.
- Maintained accurate records of all communication with clients, creditors, court officials, attorneys during each phase of the case.
- Conducted thorough investigations into clients'' financial histories to determine eligibility for bankruptcy protection and recommend appropriate courses of action.
- Managed high-profile bankruptcy cases, ensuring timely resolution and adherence to legal requirements.
- Negotiated favorable settlements with creditors, achieving significant debt reductions for clients facing bankruptcy.
- Filed documents with bankruptcy courts within expected timeframes to prevent delays.
- Collaborated with attorneys and other legal personnel on bankruptcy documentation reviews, making necessary corrections.
- Responded to bankruptcy related email messages/queries within a 12-24 hour period to expeditious processing.
- Developed professional relationships with bankruptcy attorneys, trustees, other legal counsel and bankruptcy court personnel.
- Appropriately followed up with attorneys and bankruptcy trustees to avoid bankruptcy delinquencies.
Technical Support Lead
Amazon
Kingston, Jamaica
02.2012 - 06.2016
- Managed a diverse team of technical support specialists, providing guidance and mentorship to enhance professional growth.
- Led technical support team, ensuring timely resolution of customer issues and inquiries.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Mentored junior team members in both technical skills and soft skills, fostering a culture of continuous learning and professional development.
- Partnered closely with sales teams in order to provide pre-sales technical advice and post-sales follow-up that resulted in increased revenue generation.
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Tracked KPIs and created continuous improvement plans.
- Streamlined workflow for the technical support team, optimizing productivity and performance.
- Improved first-call resolution rates with thorough troubleshooting techniques and extensive product knowledge.
- Championed customer-centric initiatives that focused on delivering exceptional support experiences tailored to individual needs.
Education
High School Diploma -
Holy Childhood High School
Kingston, JamaicaCertificate of Achievement - Speech Writing & Public Speaking
University of The West Indies
Kingston, JamaicaSkills
- Claims review
- Microsoft Application Proficiency
- Critical Thinking
- Cultural Awareness
- Quality control guidelines
- Customer support
- Written and verbal communication
- Administrative support
- Account management
- Teamwork, Mentorship and Collaboration
Timeline
Life Insurance Advisor
State Farm
01.2025 - Current
Client Account Specialist
Upgrade
09.2022 - 01.2025
Health Benefits Specialist
Voya Financial
12.2020 - 09.2022
Enrollment Services Advisor
Pearson Global
08.2019 - 12.2020
Senior Bankruptcy Specialist
Ditech Financial
07.2016 - 08.2019
Technical Support Lead
Amazon
02.2012 - 06.2016
High School Diploma -
Holy Childhood High School
Certificate of Achievement - Speech Writing & Public Speaking
University of The West Indies