Natasha Price
Tampa,Florida
Summary
Experienced Claims Representative skilled in conducting thorough investigations, verifying information, and efficiently managing settlements. Friendly and upbeat team player with a disciplined and organized approach. Brings 8 years of insurance industry expertise, excels at interviewing claimants, compiling records, and documenting findings. Well-versed in insurance policies, practices, and standards. Passion lies in promoting lasting customer satisfaction through the delivery of quality service and unparalleled support. Proficient in customer service best practices and related options. Competent Retention Specialist with a proven track record of enhancing customer loyalty and satisfaction. Successfully developed and implemented retention strategies that effectively reduced churn rates. Demonstrated ability to build strong client relationships and resolve conflicts. Consistently strives to exceed expectations.
Overview
13
13
years of professional experience
Work History
Retention Specialist
Spectrum
05.2024 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
Remote Security
Envera Systems
05.2021 - 11.2023
- Process gate transactions and alarm events from over 300 communities
- Properly verify visitors and vendors entering gated communities
- Monitor armed areas to ensure intruders vacate closed area
- Must be able to document and send intruder reports
- Must meet organization's AHT and schedule adherence goals/metrics.
Claims Processor
Capital Staffing Solutions Inc
07.2019 - 05.2021
- Process all insurance claims by reviewing customers policy in relation to claim being made
- Investigate claim to ensure it is accurate and true
- Respond remotely to providers questions about claims being denied, pending, or partial paid
- High proficiency with variety of computer software and hardware components
- Excellent interpersonal and communication skills
- Research and resolved problems providers questioning
- Documented all work activity in appropriate database.
Retention Specialist
Alorica (American Express Platform)
06.2018 - 06.2019
- Primary responsibilities included maintaining American Express valued customers by utilizing key relationship building skills and effective customer service techniques to save card members
- Identified card members needs through various probing steps that led to issue resolution
- Presented product and benefits by utilizing effective sales and persuasion skills in addition to solid knowledge of American Express products
- Provide excellent customer service and ensure customer satisfaction
- On job training for new Retention Specialist
- Assist with new employee's coaching's, monitoring calls, going over calls with agent to make sure progress, so that stay with company for longer duration.
Customer Service Specialist
One Touch Direct (AT&T Platform)
08.2017 - 07.2018
- Coordinate and expedite all account activity to include sales, customer service, handling escalated calls and providing problem-solving assistance while maintaining detailed records
- Process inbound calls from new and existing customers through a consultative sales approach within high-volume Contact Center
- Ability to de-escalate opportunity and offer solutions to both customers and retail partners
- Resolve product or service problems by clarifying customer's concerns; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; to include product and service sales to add value to customer's account
- Maintain quality control and production goals while continuously seeking new ways to improve operational process to grow within organization.
Billing and Enrollment Specialist
Humana
11.2014 - 07.2017
- Provide exemplary service to all potential customers to ensure seamless experience to build long-lasting relationships and repeat business
- Deliver clients with superior service with their billing issues which included problem-solving and administrative functions to complete necessary client inquiries
- Support outside sales representatives open new accounts and upgrade existing services
- Maintained and improved quality results by adhering to standards and guidelines recommending improved procedures
- Assist supervisor with escalated calls and development of new/low performing associates.
Customer Service Specialist
Stream/AOL Internet
01.2012 - 01.2014
- Excellent communication skills; encourage positive relations with staff and customers in production/sales environment
- Provide exemplary service to all current and potential AOL clients, to ensure seamless online marketing experience
- Assisting new and existing members of AOL with billing, cancellations, sales
- Provided customer service using active listening and probing questions
- Added value to overall customer experience through cost-saving recommendations.
Education
General Education Development -
Hillsborough County School Board
Tampa, FL06.2013
Skills
- Product Knowledge
- Data Collection
- Account updating
- Reading Comprehension
- Computer Proficiency
- Problem-solving abilities
- Microsoft PowerPoint
- Microsoft Excel
- Problem Resolution
- Customer Service
Timeline
Retention Specialist
Spectrum
05.2024 - Current
Remote Security
Envera Systems
05.2021 - 11.2023
Claims Processor
Capital Staffing Solutions Inc
07.2019 - 05.2021
Retention Specialist
Alorica (American Express Platform)
06.2018 - 06.2019
Customer Service Specialist
One Touch Direct (AT&T Platform)
08.2017 - 07.2018
Billing and Enrollment Specialist
Humana
11.2014 - 07.2017
Customer Service Specialist
Stream/AOL Internet
01.2012 - 01.2014
General Education Development -
Hillsborough County School Board
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