Racquel Freeman
Chicago,IL
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
14
14
years of professional experience
Work History
Leave Of Absence Rep - Claims Examiner
Sedgwick Claims Management
Chicago, IL
06.2020 - Current
- Reviewed and analyzed insurance claims for eligibility and compliance with policy guidelines.
- Processed claims efficiently, ensuring accurate documentation and timely resolutions.
- Collaborated with adjusters to gather necessary information for complex claim investigations.
- Communicated effectively with clients to provide updates on claim status and resolve inquiries.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Processing and closing out over 70 plus diaries a day, answering escalation emails, callbacks from employees, and reviewing medical that come in and making a decision on claims.
Escalation Support Representative
Uber Technologies Inc.
CHICAGO, IL
03.2015 - 06.2020
- Working with Stakeholders to improve knowledge base that led to enhanced support quality.
- Developed innovative morals and team building activities to improve office culture..
- Maintained company compliance with all local state, and federal laws.
- Provided exceptional customer support via multiple communication channels, ensuring clear and accurate information delivery.
- Resolved customer inquiries promptly, enhancing overall user satisfaction and experience with the service.
- Collaborated with cross-functional teams to troubleshoot technical issues and streamline support processes.
- Identified recurring issues through data analysis, contributing to process improvements in support workflows.
- Maintained up-to-date knowledge of product features and policies to provide informed assistance to users.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
Restaurant Care Specialist
Grubhub Inc.
CHICAGO, IL
11.2011 - 03.2015
- Provide world class customer service to our partners, and diners calling in inquiring about food orders, delivery parameters, menu changes, and any other inquiries that diners, or partners may have.
- Processing adjustments to diners orders.
- Assisting co-workers to make sure the department is reaching our daily goals by handling phone calls, email correspondence, chat, and social media in a timely manner.
- Supported customer inquiries through timely communication and problem resolution.
- Assisted in onboarding new team members, providing training on processes and systems.
- Monitored order accuracy, ensuring high-quality service to customers.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Analyzed feedback to identify improvement areas for service delivery processes.
- Contributed to a positive work environment through effective teamwork and open communication with colleagues across departments.
- Maintained compliance with all regulations pertaining to confidentiality, privacy, and documentation requirements within the caregiving profession.
Education
Some College (No Degree) - Business Admin
ROBERT MORRIS COLLEGE
Chicago, IL09-2004
Skills
Process implementation
Timeline
Leave Of Absence Rep - Claims Examiner
Sedgwick Claims Management
06.2020 - Current
Escalation Support Representative
Uber Technologies Inc.
03.2015 - 06.2020
Restaurant Care Specialist
Grubhub Inc.
11.2011 - 03.2015
Some College (No Degree) - Business Admin
ROBERT MORRIS COLLEGE