Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

RHUDI EZELL

Atlanta,GA

Summary

Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems and effectively training new associates.

Overview

15
15
years of professional experience

Work History

Bodily Injury Claims Adjuster

GEICO
Macon, GA
10.2015 - 12.2021
  • Investigate and process insurance claims filed by policyholders
  • Interview claimant and witnesses to gather pertinent information
  • Handle and process variety of automobile claims
  • Handle property claims involving damage to buildings and structures, or liability claims involving personal injuries or third- person property damage from liability situations, such as motor vehicle accidents
  • Verify that coverage applies
  • Consult police and hospital records
  • Examine photographs and statements for 20-30 claims daily
  • Listen to or watch audio or video surveillance
  • Issue payout amounts at least 5-10 daily.
  • Prepare and present claims to insurance companies
  • Lead SME floor support
  • Conducted claims investigations by obtaining written statements, preparing reports, researching public records and conducting personal interviews.
  • Examined forms to determine insurance coverage.
  • Interviewed policyholders, witnesses and third parties to gather information and details regarding injury event.
  • Negotiated terms and handled settlements and adjustments with attorneys, claimants and co-defenders.
  • Determined liability and estimated and approved benefit payments.
  • Interviewed relevant parties to determine claim denial or settlement.
  • Reviewed over 300 medical treatment reports, police reports and medical bills in 2018 for GEICO.
  • Interpreted policy details and recommended most favorable course of action.
  • Prepared and presented complex cases to management, in-house legal team and Claims Committee.
  • Monitored expenses of pending claims to comply with company expenditure guidelines and budgets.
  • Referred extreme cases to Special Investigation Unit (SIU) for further review.
  • Prepared reports of findings in investigations.
  • Documented and tracked claims approval process and communicated status monthly with claimants, attorneys and in-house personnel.
  • Estimated cost of filing claims and applicable court or legal fees for claimant party.
  • Evaluated coverage, liability and damages and investigated suspicious claims.
  • Reviewed police reports, medical treatment records and physical property damage to determine extent of liability.
  • Documented all investigation activity and presented reports to management.
  • Answered questions posed by insured and attorneys.
  • Negotiated 100 settlement agreements to resolve disputes.
  • Substantiated legitimate claims and denied unjustified claims.
  • Reviewed new files to determine current status of injury claim and to develop plan of action.
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
  • Maintained contact with claimants and attorneys to determine treatment status.
  • Trained other claims staff members on proper handling and evaluation of injury claims.
  • Partnered with legal counsel on litigation cases.
  • Prepared multiple documents for managers or legal personnel.
  • Compared data from surveillance footage to data on medical reports.
  • Obtained credit information from banking services.
  • Testified on behalf of agency as part of criminal and civic proceedings.
  • Ran 4 special projects and initiatives at both local and regional level.
  • Prepared summaries of damage, payments and policy coverage.
  • Maintained claims data in ATLAS systems.

Transition Coach

GEICO
Macon, GA
02.2016 - 06.2017
  • Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
  • Empowered students through counseling and skill-building exercises.
  • Identified issues that hindered student academic achievement.
  • Conducted 50 individual and 28 group counseling sessions.
  • Used standardized assessments to evaluate abilities, interests and characteristics of different students.

Subject Matter Expert

Alorica
Kennesaw, GA
01.2013 - 04.2015
  • Successfully assisted reps in need of assistance while handling their calls. Assisted agents in need with escalated calls that they couldn't control; addressed customer concerns with a high level of quality, empathy, and professionalism, ensuring customer loyalty with the company. Trained 150 new employees quarterly. Created new processes and systems for increasing customer
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
  • Developed business cases, presentations and reports for senior management.
  • Documented client progress through case notes and documentation.
  • Designed and prepared technical reports, studies and related documentation.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Tracked attendance and progress against goals for each participant.
  • Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
  • Assessed student needs to develop effective training plans.
  • Gathered and organized supplementary material to support structured lessons.
  • Identified and solved internal problems related to employee turnover by revamping training approaches.
  • Eliminated process gaps by implementing new methods of standardized training.
  • Developed individualized plans to help customers reach goals within predetermined timelines.
  • Tracked clients progress in ALPS and adapted plans to maintain progress.

Customer Service Representative

Publix
Warner Robins, GA
09.2012 - 03.2013
  • Assist customers with purchases, returns, payment of bills, using multiple forms of payment; screen telephone calls and incoming mail, performs office duties such as: facsimile, filing, data entry, typing, word and outlook
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Handled inbound customer chat conversations from various websites.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Assisted department with email-based and phone support when call center was busy or short-staffed.

Administrative Assistant

Bri’s Bratz Daycare
Warner Robins, GA
08.2010 - 06.2012
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for 3 staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Processed invoices and expenses using QuickBooks to facilitate on-time payment.
  • Supported room reservations, agenda preparation and calendar maintenance for programs, meetings and events.
  • Arranged rapid office equipment repair and maintenance with vendors.

Retention Specialist

Sitel
Augusta, GA
11.2011 - 05.2012
  • Handled large volumes of callers considering cancellation of services offered; successfully multi- tasked several in-house computer programs to meet the needs of each customer; persuaded consumers to adhere to the terms and conditions established; addressed customer concerns with a high level of quality,empathy, and professionalism, ensuring customer loyalty with the company
  • Trained 15 new employees a month .Earned “Top Saver” for two consecutive months in 2011/2012.Developed highly empathetic client relationships and earned reputation for exceeding retention goals. Achieved high retention percentage with consultative, value- focused customer service approach
  • Provided back-up for other customer service representatives when needed
  • Demonstrated mastery of customer service call script within specified timeframes.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Made 150 sales calls weekly to existing and new customers for business growth.
  • Documented performance review schedule and monitored management for timely completion.
  • Implemented employee incentive programs to promote positive work culture and increase retention.
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Handled inbound customer chat conversations from various websites.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.

Chat Support Specialist

Sitel
Augusta, GA
08.2011 - 01.2012
  • Handled 30-60 inbound customer chat conversations from various websites daily.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Maintained a 95% customer experience rating over the duration of the position.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures
  • Assisted team leader with coaching and mentoring of new employees
  • Provided online demonstrations to educate customers on product features and online help resources

Front Office Receptionist

The Retail Outsource
Perry, GA
06.2009 - 05.2011
  • Coordinated the schedules of multiple employees; handled confidential material relevant to company operations; and performed clerical duties within the office
  • Planned travel arrangements for 4 executives and staff. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
  • Maintained the front desk and reception area in a neat and organized fashion
  • Answered multi-line phone system and greeted callers enthusiastically.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Interacted with customers by phone, email or in-person to provide information.
  • Provided clerical support to company employees by copying, faxing and filing documents.
  • Responded to inquiries from callers seeking information.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
  • Maintained clean reception area to promote positive, professional environment for clients.
  • Increased productivity by cleaning and organizing supplies.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Greeted and verified personal information before directing guests to appropriate areas or answering questions.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Delivered clerical support by handling range of routine and special requirements.
  • Wrote professional and error-free letters, memoranda and other business documentation to support office needs.
  • Prepared weekly employee work schedules for team members.
  • Prepared meeting materials and took clear notes to distribute to stakeholders.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.

Education

Business - Business Administration

Southern New Hampshire University
Hooksett, NH
01.2018

Mass Communications - Mass Communications

Fort Valley State University
Fort Valley, GA
08.2013

Skills

  • Customer Service Manager
  • Claim Analysis and Investigation
  • Medical Records Management
  • Legal Proceedings and Documentation Knowledge
  • Settlement Negotiation and Bodily Injury Settlements Proficiency
  • Microsoft Office
  • Courtroom Procedures
  • Data Entry and Maintenance
  • Quality Assurance Evaluation
  • Special Projects
  • POS Systems and Ordering Platforms
  • Managerial Experience
  • Online Chat

Accomplishments

  • Achievement-oriented, enthusiastic, professional with more than three years customer service experience
  • Proficient in building lasting relationships with customers and coworkers based on integrity, knowledge, and professionalism
  • Works exceptionally well with no supervision.

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer
  • CERTIFICATIONS AND LICENSES , ADDITIONAL INFORMATION

Timeline

Transition Coach

GEICO
02.2016 - 06.2017

Bodily Injury Claims Adjuster

GEICO
10.2015 - 12.2021

Subject Matter Expert

Alorica
01.2013 - 04.2015

Customer Service Representative

Publix
09.2012 - 03.2013

Retention Specialist

Sitel
11.2011 - 05.2012

Chat Support Specialist

Sitel
08.2011 - 01.2012

Administrative Assistant

Bri’s Bratz Daycare
08.2010 - 06.2012

Front Office Receptionist

The Retail Outsource
06.2009 - 05.2011

Business - Business Administration

Southern New Hampshire University

Mass Communications - Mass Communications

Fort Valley State University

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RHUDI EZELL