PATRINA DICKENS
Summary
Highly efficient Senior Insurance Professional well established in fast-paced and challenging environments. Eager to learn with aptitude for applying new knowledge with skill and efficiency. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
Work History
PERSONAL LINES UNDERWRITER TRAINEE
The Hanover Insurance Company
10.2023 - Current
- Managed approximately 30 incoming calls and emails from Agents per day.
- Improved client satisfaction by promptly addressing inquiries and providing accurate information on insurance policies.
- Streamlined underwriting processes for enhanced efficiency, resulting in reduced turnaround time for policy approvals.
- Developed strong relationships with agents and brokers to facilitate smooth communication and quick resolution of issues.
- Conducted comprehensive risk assessments, effectively minimizing potential losses for company.
SENIOR INSURANCE SERVICE PROFESSIONAL
The Hanover Insurance Company
12.2020 - 10.2023
- Process 75 calls per day from customers and agents
- Manage essential relationships and act as liaison between external constituents and internal workgroups
- Prepare documentation as required to bind coverage and reflect changes in policy terms
- Create cases, track progress and ensure completion of service requests for billing and policy discrepancies to achieve customer (agent or insured) satisfaction
- Submit ideas for process/ knowledge base improvement based on user and customer feedback
- Review incoming written correspondence, request additional details when needed, and draft written communications in response to service requests received from customers.
RETENTION SPECIALIST II
State Farm
08.2014 - 12.2020
- Target 20% reduction in average resolution time for customer concerns or complaints
- Established knowledge of customer experience to create specialized plans for customer retention
- Performed advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results
- Work with other business units as appropriate to support market penetration objectives and seeking out cross-sell opportunities
CREDIT SPECIALIST
American Express
07.2012 - 08.2014
- Aim to reduce delinquency rate by 20% within six months
- Performed comprehensive analyses of clients' financial histories to recover overdue balances, enable further spending, and minimize risk
- Ensured strict ID verification and compliance with data protection to safeguard sensitive accounts
- Use negotiation and relationship management skills to provide win-win outcomes for customers, all whilst delivering world class customer service and growing brand loyalty
ADMINISTRATIVE TEAM LEADER
Laboratory Corp. of America
05.2010 - 05.2012
- Served as liaison between supervisors and operational billing and coding staff
- Delegated responsibilities to ensure highest level of productivity and service
- Trained clinical laboratory employees on best practices of front-end billing and coding
- Successfully reduced overall inventory of claims by seventy percent (70%).
TECHNICAL CLAIMS SPECIALIST
Coventry Healthcare
01.2009 - 05.2010
- Achieved 80% first pass resolution rate within three months
- Processed Medicare A and B claims as well as commercial insurance claims
- Verified and manually-priced claims
- Identified and resolved technical claim processing problems in quick and efficient manner.
CORPORATE COMPLIANCE AUDITOR
Rural Metro
01.2007 - 05.2010
- Monitored ambulance compliance training of company personnel
- Completed one hundred percent (100%) required audits within time and budget guidelines
- Played key role in ensuring new employees were properly trained
- Managed response to all Health Insurance Portability and Accountability Act (HIPAA) issues.
Education
Bachelor of Science - Healthcare Management
Capella University
Minneapolis, MN12.2024
Associate in General Insurance - General Insurance
The Institutes
Malvern, PA03.2017
Associates - Liberal Arts
Kankakee Community College
Kankakee, IL2005
Skills
- P&C License
- Life License
- Outstanding attention to detail, responsiveness, and organizational skills
- Exceptional prioritization, follow-through, time-management, and multi-tasking abilities
- Proficiency with software applications such as Outlook, Excel, Power Point and Word
- Sound decision-making delivered in confident, informed, and timely manner
- CPC - Certified Professional Coder through AAPC
- CPCO - Certified Professional Compliance Officer through AAPC
Timeline
PERSONAL LINES UNDERWRITER TRAINEE
The Hanover Insurance Company
10.2023 - Current
SENIOR INSURANCE SERVICE PROFESSIONAL
The Hanover Insurance Company
12.2020 - 10.2023
RETENTION SPECIALIST II
State Farm
08.2014 - 12.2020
CREDIT SPECIALIST
American Express
07.2012 - 08.2014
ADMINISTRATIVE TEAM LEADER
Laboratory Corp. of America
05.2010 - 05.2012
TECHNICAL CLAIMS SPECIALIST
Coventry Healthcare
01.2009 - 05.2010
CORPORATE COMPLIANCE AUDITOR
Rural Metro
01.2007 - 05.2010
Bachelor of Science - Healthcare Management
Capella University
Associate in General Insurance - General Insurance
The Institutes
Associates - Liberal Arts
Kankakee Community College
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