Princiss Crawford

Participate in Long Term Disability Huddles as the SME for the SS Department

Conduct team huddles weekly for my current team providing updates and training information

Supports and promotes change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

Delivers routine work independently, in accordance with established procedures and guidelines, in a timely manner and meets deadlines appropriately.

Makes routine & non-routine decisions, in accordance with established procedures & guidelines.

Applies expanded knowledge obtained from the role in increasingly more complex situations and continues to acquire more knowledge to apply in role.

Provides a diverse range of information and performs a diverse range of tasks/transactions related to common programs and services.

Reviews and interprets disability insurance policies with specific attention to provisions related to other income and/or offsets.

Contacts and educates claimants eligible for SSDI benefits. Explains both the differences and coordination between the disability policy/benefits and the SSA's benefits/adjudication.

Provides initial guidance and continues on-going communication with claimants regarding their SS responsibilities and follow-up items until a final determination is made.

Works closely with internal benefits/claims teams; regularly providing information and updates regarding Social Security eligibility and determinations.

Develops and maintains working relationships with SSDI vendors and/or claimant attorneys.

Recognizes issues and raises concerns to management, with recommendations for improvement.

Takes initiative to investigate issues and identify root causes; recommends solutions to improve operational effectiveness.

Maintains and updates knowledge of SSDI guidelines and departmental policies & procedures.

Meets or exceeds departmental quality and service standards.

Recognize trends and offer solutions for process improvements and best practices across the department.

Processed insurance applications from receipt to final status in accordance with established procedures and guidelines in a timely manner and met/exceeded departmental quality/production standards.

Reviewed documents for completeness, accuracy, and compliance with state regulations.

Accurately entered new case data into appropriate systems.

Worked with customers to respond to requests.

Supported and promoted change management and/or departmental/enterprise initiatives within my assigned area of responsibility.

Met or exceeded departmental quality and service standards.

Delivered routine work independently, in accordance with established procedures and guidelines, in a timely manner and met deadlines appropriately.

Applied core knowledge to effectively and promptly communicate sensitive or technical information while adhering to HIPPA and corporate privacy guidelines.

Recognized general issues/concerns and suggests process improvements.

Received inbound calls from agents, beneficiaries, and entities regarding current and past annuity claims.

Confidently answered customer questions related to claim forms, our claim process, turn around times, and LFG requirements.

Provided accurate data to our customers to resolve outstanding claim requirements for processing in an efficient and timely manner.

De-escalated irate callers and provided first call resolution.

Sent outgoing correspondences containing claim forms, date of death letters, and tax documents.

Assisted new team members with claim questions resulting in team building and problem solving techniques.

Provided excellent call interactions with all customers resulting in overall customer satisfaction from the initial claim process until claim completion.

Provide manifests, route instructions, and service instructions to drivers daily during our morning team meetings.

Contact customers to respond to inquiries or to notify them of claim investigation results.

Refer unresolved customer grievances to designated departments for further investigation.

Daily contact with HUB and belt managers to ensure trucks for drivers were loaded correctly on the right routes.

Provide daily worksheets with daily statistics to ensure quality metrics were met each day.

Assisted drivers daily to complete best plans of actions for drivers regarding accurate route and package deliveries.

Assisted other analysts with account reconciliation.

Provided training to other representatives regarding system updates and call center changes.

Re-engineered service protocols to ensure best practices across global sites.

Participated in project cost saving plans and saved the company over $250,000 by reducing unnecessary costs of duplicate statements.

Managed account audits and reviewed analyst's phone calls to identify cost saving best practices for the company.

Writing Agent for multiple clients and issued their policies.

Reviewed insurance claims and policies for clients.

Provided financial analyses for clients to ensure the client's policy was appropriate for their portfolios.

Handled cross training meetings for my team and company managers.

Assisted other members of the QA team in identifying areas for improvement in processes and procedures.

Prepared reports detailing overall project progress according to established timelines.

Provided support for internal customers by troubleshooting reported issues quickly and accurately.

Worked with team members to create efficient workflows, resulting in high productivity.

Used quality monitoring system to compile and track individual and team performance.

Communicated regularly with management to discuss quality trends.

Conducted internal audits to measure adherence to established QA standards.

Developed corrective and preventive action plans to resolve non-compliance issues.

Trained and led staff on proper QA standards.

Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.

Recommended improvements to systems and procedures for increased productivity.

Provided individual coaching sessions to help team members identify their strengths and weaknesses.

Monitored progress of team members, identified areas for improvement and developed action plans to address any issues.

Analyzed performance data of each team member to ensure goals were met on time.

Facilitated workshops to teach effective communication strategies within the team.

Drafted reports outlining key insights from team discussions, including recommendations for improvements or changes.

Supported senior management in developing long-term strategies for improving overall productivity.

Prepared and presented reports using Access and Excel to report trends, process improvements, and organizational risks.