Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Penosha Mckenzie

Chicago,IL

Summary

Experienced claims professional with a strong focus on team collaboration, adapting to changing needs, and achieving results. Proven skills in assessing claims, customer service, and effective communication. Reliable and solution-oriented, committed to delivering high-quality outcomes. Ready to excel in handling and resolving complex claims.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Claims Specialist

Allstate Insurance Co
02.2024 - Current
  • Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
  • Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
  • Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
  • Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
  • Followed up with customers on unresolved issues.
  • Improved team morale and productivity by fostering collaborative work environment.
  • Generated, posted and attached information to claim files.
  • Determined liability by analyzing statements from involved parties.

Small Business Owner

2 Scoops Ice Cream
05.2023 - Current
  • Managed daily operations for a successful small business, ensuring efficient processes and quality services.
  • Established a loyal customer base by providing personalized attention, addressing concerns promptly, and exceeding expectations.
  • Promoted business via social media to generate leads and maximize brand identity.
  • Enhanced company reputation by consistently delivering exceptional service quality to customers.
  • Advertised products and services online, social media and through traditional campaigns to target ideal consumers.
  • Created financial plans and budgets to optimize resources, track expenses, and ensure profitability.
  • Kept work area tidy and sanitary, promptly addressing spills, and other messes.
  • Offered samples of new ice cream flavors to customers.
  • Introduced new menu items, sundae toppings, and cone varieties to encourage upselling and add-on purchases.

Insurance Agent

Allstate Insurance Co
01.2022 - 05.2023
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Maintained high standards of customer service by building relationships with clients.
  • Cross-sold insurance products to existing clients to reach sales targets.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Prepared and reviewed insurance applications to verify compliance with regulations.
  • Obtained underwriting approval by completing application for coverage.
  • Identified potential risks in client businesses and recommended appropriate insurance coverage.
  • Utilized CRM software to manage client relationships.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Collected premiums on or before effective date of coverage.
  • Finalized sales and collected necessary deposits.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Monitored customer feedback and identified areas of improvement.

Customer Service Associate

AT&T
10.2019 - 04.2021
  • Developed and actualized customer service initiatives to decrease wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered basic technical support for clients on wide range of company products.
  • Informed customers about special promotions and provided detailed information for various products.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Provided information regarding charge accounts and loyalty programs.
  • Answered constant flow of customer calls with minimal wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Mail Handler

United States Postal Service
01.2017 - 08.2019
  • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
  • Used automated mail processing equipment to sort and collate mail.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Improved operations through consistent hard work and dedication.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Utilized physical strength to move mail and packages of varying sizes and weights.
  • Followed safety protocols while handling and sorting mail for personal safety purposes.

Education

GED -

Malcolm X Learning Center

AS - Business Management

DeVry University
Chicago, IL

Skills

  • Insurance Coverage Review
  • Property and Casualty Insurance Sales
  • Policy Feature Explanations
  • Call Center Customer Service
  • Decision-making
  • Coverage assessments
  • Policy interpretation
  • Critical thinking
  • Active listening
  • Documentation skills
  • Verbal and written communication
  • Empathetic presence
  • Claims investigation
  • Organizing and prioritizing work
  • Teamwork and collaboration
  • Multitasking Abilities
  • Problem-solving
  • Claims processing
  • Time management
  • Attention to detail

Certification

Certified Food Service Manager

Timeline

Claims Specialist

Allstate Insurance Co
02.2024 - Current

Small Business Owner

2 Scoops Ice Cream
05.2023 - Current

Insurance Agent

Allstate Insurance Co
01.2022 - 05.2023

Customer Service Associate

AT&T
10.2019 - 04.2021

Mail Handler

United States Postal Service
01.2017 - 08.2019

GED -

Malcolm X Learning Center

AS - Business Management

DeVry University

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