Precious Keel-Burnette

• Collaborated with team members and management to meet goals.
• Determined claim status and negotiated to reach reasonable settlements or denials.
• Interviewed claimants and witnesses to gather factual information.
• Assisted applicants with application process for utility assistance
• Performed Phone Screenings with Applicants over the phone
• Obtain Administrative credentials in order to fill out application with applicant over the phone
• Scanned Documents into a secure system
• Reviewed Applications and made an eligibility judgement call for each applicant
• Answered Phones 20% of the time and Adjudicated 80% of the time
• Worked through Excel spreadsheet, Email, and various program apps like Webex, Slack, Nice InContact, and more.

• Dispatched Armored Services and Security Provided
• ATM/Vault/Safe access information (combinations, codes, etc.) to routes & techs Open and closed service tickets for clients (sometimes up to 100 to 125 tickets a day) Completed Daily
• Challenge Reports in office & worked from home remotely Trained newbies that started on overnight shift Investigated Claims For All Our USA Branches
• Escalations/Follow Ups/Collections Documented and communicated between service techs and customer Assisted
• Banks, Disney World, Restaurants, Convenient Stores, Retail Stores throughout the US, Spirit Committee Leader for Overnight Team
• Displayed high quality customer service by assisting customers effectively; tactfully handled confrontational or stressful situations with the public
• Communicated effectively with armored vehicle drivers to coordinate efficient and timely services to our customers and other logistics components.
• Scanned documentation and entered into the database.
• Completed and mailed bills, contracts, policies, invoices and checks
• Verified insurance claims and determined fair amount for settlement.

• Mentored and guided employees to foster proper completion of assigned duties.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Led team of 15-20 members while providing exceptional customer service.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• De-Escalated irate customer service interactions when customers were upset in a call center environment.
• Worked through 8-10 different desktop windows daily
• Verified medical insurance and provided the explanation of benefits for Medicare recipients as a relates to HIPAA law.
• Processed Pre-Authorizations for pharmacy medications

• Updated customer orders from start to finish in an accurate and timely manner

• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals • Prepacked bulk medicines, filled bottles with prescribed medications and affixed correct labels.

• Implemented standard procedures for mixing, packaging and labeling pharmaceuticals to ensure quality, security and proper disposal

• Verified and created claim numbers by communicating with various insurance companies.

• Recognized and reported defective material and equipment to shift supervisor.

• Entered numerical data into databases in a timely and accurate manner.

• Answered questions about medications, their cost and possible side effects.

• Resolved customer complaints by investigating problems, developed solutions, & prepared reports