OLGA JORDON
Fort Lauderdale
Summary
Knowledgeable Representative with comprehensive background in customer service and client relations. Consistently recognized for resolving complex issues and improving customer satisfaction. Demonstrated ability in fostering positive client interactions and maintaining high service standards.
Overview
10
10
years of professional experience
Work History
CENTRAL LOSS REPORT REP
Progressive
Fort Lauderdale, FL
04.2024 - Current
- Managed customer inquiries, providing accurate information and enhancing satisfaction.
- Developed and maintained comprehensive knowledge of insurance products and services.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Executed complex policy changes, ensuring compliance with industry regulations and standards.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Met customer call guidelines for service levels, handle time and productivity.
CLAIMS ADMIN SUPPORT SPEC INT
Progressive
Fort Lauderdale, FL
02.2023 - 02.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Claims Administrator Support Specialist 2
Progressive Insurance
Miramar
02.2022 - 02.2023
- Investigated complex cases requiring additional research or analysis of task.
- Provided excellent customer service while communicating effectively with law office and internal customers over the phone or via email and chat interface.
- Assisted with special projects assigned by leadership team; providing valuable insights into existing processes and procedures.
- Assisted in developing new processes and procedures for handling claims more efficiently.
- Coordinated with other departments on behalf of customers when necessary to resolve disputes or discrepancies quickly.
- Performed detailed review of claim files for accuracy and compliance with internal policies and procedures.
Claims Administrative Support Spec Associate
Progressive Insurance
Miramar
07.2021 - 02.2022
- Delivered exceptional customer service through direct communication with clients and team members.
- Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
- Developed and continuously improved digital filing and document management protocols.
- Managed incoming and outgoing mail, filing.
- Generated office correspondence and reports.
- Assisted with special projects supporting other departments.
- Trained team members and new hires.
- Assessed current office procedures and implemented improvements, boosting productivity.
- Responded to inquiries via email, telephone and social media platforms.
- Oversaw company database and verified accurate updates and proper file management.
- Liaised with team members to assist in employee conflict resolution.
Child Support Enforcement Case Analyst
State Attorney's Office
Miami
01.2017 - 07.2021
- Assisting callers with their questions/concerns, providing general and case specific information, updating all necessary data in computer programs, trouble-shooting problems on cases, utilizing various computer and database systems to research and evaluate information, formulating a solution and ensuring each referral is forwarded to the appropriate unit.
- Built and maintained strong relationships with Clients by successfully resolving issues and responding promptly to phone inquiries.
- Answered questions and responded to inquiries to deliver high level of service to Clients.
- Educated Clients on various resources, services and programs to maximize care.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Asked open-ended questions and delivered high level of attention to reliably assess Clients conditions.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Collaborated with social workers to support Clients.
- Recommended improved life choices to enhance client outcomes.
Education
Certificate - CNA / HHA
City College
Fort Lauderdale, FLCertificate - Medical Insurance Billing and Coding
Florida Technical College
Pembroke Pines, FLSkills
- Billing and coding
- AS/400
- Calendar management
- Schedule management
- Data entry documentation
- File and data retrieval systems
- Mail management
- Microsoft Office
- Self-Motivation
- Professionalism
- Time Management
- Advanced MS Office Suite knowledge
- Program file distribution
- Employee training and development
- Transporting files
- 10-key proficiency
- Back office operations
- Sensitive material handling
- Problem Solving
- Goal Setting
- Medical Terminology
- Confidentiality
Interests
Bowling, Church Activities, Coloring, Water Parks, Movies
Timeline
CENTRAL LOSS REPORT REP
Progressive
04.2024 - Current
CLAIMS ADMIN SUPPORT SPEC INT
Progressive
02.2023 - 02.2024
Claims Administrator Support Specialist 2
Progressive Insurance
02.2022 - 02.2023
Claims Administrative Support Spec Associate
Progressive Insurance
07.2021 - 02.2022
Child Support Enforcement Case Analyst
State Attorney's Office
01.2017 - 07.2021
Certificate - Medical Insurance Billing and Coding
Florida Technical College
Certificate - CNA / HHA
City College