Neatasha Kendrick
Lawrenceville,GA
Summary
To obtain employment in a challenging environment that will allow myself to contribute current skills as well as acquire skills in a growing environment. Disciplined Quality Control Specialist accomplished in process improvement and operations research. Dedicated to accomplishing company's organizational and quality mission by following instructions and maintaining healthy work environment.
Overview
31
31
years of professional experience
Work History
Quality Control Specialist
Assurant Specialty Property
2008.01 - Current
- Inspects transactions performed by associates or automated systems to identify inaccurate updates and deviations from procedures or required system requirements.
- Captures/Identifies all detected opportunity conditions into QC System of Record
- Interprets procedures and procedure modifications/adds as communicated, applies QC standards based on procedures and executes these standards over array of clients.
- Works in multi-client environment with different service requirements unique to each client
- Works in multi-function environment with different service levels, client system platforms and internal operating systems
- Making timely decisions when quick response is required
- Maintains confidentiality.
- Collects information, if required, to better understand issues and opportunities
- Consistently meets deadlines and requirements, communicates any identified trends or escalated findings to management, clearly in written and verbal communication
- Support calibration sessions as required and quality control initiatives.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Loss Draft Insurance Specialist II
Assurant Solutions
2006.01 - 2008.01
- Working to guide and help customer/claimant through claims process and helping them get their lives back in order following property damage or loss.
- Being responsible for accurately processing documents related to property damage claims including ordering and reviewing inspection reports of damage and resolving any issues
- This could include tasks such as responding to requests, inquiries, and complaints from various parties involved in claims process.
- Checked documentation for accuracy and validity on updated systems.
- Generated, posted and attached information to claim files.
- Checked documentation for accuracy and validity on updated systems
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents
- Generated, posted and attached information to claim files
Hazard Insurance Specialist II
Assurant Group
2004.01 - 2006.01
- Reviews insurance documents for acceptability per established procedures
- Follows client's standard processing policies and procedures as guide for problem resolution.
- Makes appropriate telephone calls to resolve issues.
- Processed eligibility and benefits verification and authorization requests.
- Maintained high standards of customer service by building relationships with clients.
- Researched and resolved routine and complex issues
Customers Service I
Assurant Group
2002.01 - 2004.01
- Managed over 50 customer calls per day. Handling and addressing on how agreement works including explaining claim procedures, coverage details, claim details, relaying denied claim determinations, etc
- Being able to learn how learn to navigate multiple systems, learn and adhere to departmental scripts and processes, adhere to quality assurance metrics, average handle time (AHT) and call volume metrics, properly convey contract details/language to customer and relay claim details and determinations to customers.
- Having ability to address inbound and outbound calls with repair facilities/service providers related to claim payment delays and processing
- Handling several off-phone items including, but not limited to, claim audits and processing claim payments, working inbound and outbound emails and faxes, working payment requests coming into queues
- Also handling payment plan updates and manual payment requests.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Data Control Technician
Cigna Healthcare
2001.01 - 2002.01
- Build contracts for providers.
- Assist Research and update provider information via electronic data interchange (EDI)
- Delete providers that are no longer within company.
- Match all provider information in systems of CPF and Proclaim
- Input and update provider discount percentages
- Aid with processing of claims and claims adjustments
- Aided with copying, filing and faxing of source documents.
- Selected sources from which programming would be received or through which programming would be transmitted
- Demonstrated respect, friendliness and willingness to help wherever needed
- Managed time efficiently in order to complete all tasks within deadlines
- Organized and detail-oriented with strong work ethic
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Service Representative/ Billing Collections
Aegis Communication
1999.01 - 2001.01
- Offered customer service in inbound and outbound call center environment.
- Negotiated settlements and payments plans on disconnected accounts, collected payments and analyzed account history to develop strategies
- Supplied needed information or actions to variety of billing issue
- Prepared correspondence and support forms for research via electronic data interchange (EDI)
- Aid personnel with copying, filing and faxing documentation.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Owner/ Director
Angel Express Home Childcare
1997.01 - 2001.01
- Managed overseeing of billing and ordering of supplies for facility that revolved 16 plus children.
- Prepared and kept children's evaluations of progress
- Evaluated, compiled and given month end educational reports to every parent
- Responsible for transporting of children to and from facility
- Responsible for nutrition and nutrition reports for each individual child
- Inspects transactions performed by associates or automated systems to find inaccurate updates and deviations from procedures or needed system requirements
- Interacted well with customers to build connections and nurture relationships
- Trained new employees on proper protocols and customer service standards
Site Manager/ Director
Harris Personal Care Home II
1993.01 - 1997.01
- Created invoices for billing purposes, Liaison between vendors and facilities, checked daily posting of cash receipts, tracked all payments to facility, Managed Delinquent accounts recovering more than 60k, posted cash and updated current collections status reports
- Supervised staff of 8, ensuring quality of care for elderly clients
- Coached and mentored staff creating capable and proficient team
- Maintained efficient workflow to ensure correct processing of claims, adjustments, reprocessed correspondence and telephone inquiries
- Managed inventory rotation, month end business management reports, found and reported potential fraud and abuse situations
- Established and kept effective working relationships with customers(internal and external)
- Onboarded new employees with training and new hire documentation
- Improved safety procedures to create safe working conditions for workers
Education
Bachelor of Science - Business Administration And Management
University of Phoenix Online
Atlanta, GA2024
Google Data Analytics Professional Certificate -
Coursera Online
Mountain View, CA2024
Child Care Management - Child Care Services Management
I.C.S
Clarkston, GA07.1999
Skills
- Microsoft Office XP, Windows 2000', Proclaim and Central Provider Systems, Mortgage Serve, Track All, and Alltel, Quest, Draft Trac, DTE, MSP, Integrity II, Smart flow, I- Vault, Agilsource, SPICE, Salesforce and AQUA.
- Quality Assurance
- Verbal and Written Communication
- People and goal oriented with exceptional interpersonal, oral and written communication skills.
- Customer Service Standards
- Quality Assurance and Control
- Records Organization and Review
- Great judgment
Timeline
Quality Control Specialist
Assurant Specialty Property
2008.01 - Current
Loss Draft Insurance Specialist II
Assurant Solutions
2006.01 - 2008.01
Hazard Insurance Specialist II
Assurant Group
2004.01 - 2006.01
Customers Service I
Assurant Group
2002.01 - 2004.01
Data Control Technician
Cigna Healthcare
2001.01 - 2002.01
Customer Service Representative/ Billing Collections
Aegis Communication
1999.01 - 2001.01
Owner/ Director
Angel Express Home Childcare
1997.01 - 2001.01
Site Manager/ Director
Harris Personal Care Home II
1993.01 - 1997.01
Bachelor of Science - Business Administration And Management
University of Phoenix Online
Google Data Analytics Professional Certificate -
Coursera Online
Child Care Management - Child Care Services Management
I.C.S
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