Robert Girouard

Don't be afraid of failure. This is the way to succeed. - LeBron James

• Allstate, Northbrook, IL, Claims Service Specialist, 08/22, Present, Assisted callers by answering inquiry calls related to claims procedures, policy requirements, coverages, and scheduling repairs., Maintained proper file documentation to ensure accurate and complete file resolution., Worked with Auto Damage Adjusters to make sure that payment was issued to all necessary parties when reviewing customer losses and subrogation demands from adverse carriers., Acted as a reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism., Utilized strong negotiation skills to settle disputed liability cases in a fair and reasonable manner, ultimately minimizing company exposure to financial risk.
• Metlife, Bloomfield, CT, Short term disability claims specialist, 08/21, 03/22, Work on claims that are submitted to the company from members., Work the claim from intake all the way through the claims process., Work in multiple systems at once to complete a short term disability case., Was handling a case load of a 100+ at the same time and meeting the standards of timing for each claim., Had 100% on the calls that were reviewed for quality assurance., Also received an award for highest customer service score for the quarter.
• Anthem Blue Cross, Albany, NY, Customer Service Advocate, 12/19, 11/20, Worked on a dedicated team that handled grievances & appeals, claims, and benefit questions., Always exceeded goals set forth by my manager and the company., Had an average quality score of 99%., Also had an average survey score of 4.8 out of a possible 5., Was recognized by my manager for the quality of my work., Put on a specialized queue handling claims.
• Kelly Services, Schenectady, NY, Retirement Specialist, 09/19, 11/19, Worked with multiple systems in order to successfully input retirement selections., Exceeded work goals set by supervisor., Achieved kudos for the high work rate., Helped create a new training program for the job for new employees.
• Capital District Physicians Health Plan, Albany, NY, Member Services Representative, 09/18, 01/19, Answered members calls in regard to the members policy information., Handled questions from members about claims that were submitted., Took calls for Medicare and Medicaid population., Worked with Facets and Maces., Achieved a 96% quality score from the first month on the floor., Worked with the claims department to process claims on a as needed basis.
• MAXIMUS, Albany, NY, Consumer Services Specialist III, 12/17, 09/18, Achieved a 98%+ quality score for the first three months on the floor., Chosen to support the DSRIP Specialized Queue, specifically for my excellent customer service skills and attention to detail., Participated and contributed in a focus group for the search engine in Siebel., Became eligible to be part of the shadowing program in my first three months on the floor., Received quarterly excellence award for Quarter 2.
• Time Warner Cable, Colonie, NY, Inbound Sales Representative, 01/15, 07/17, Exceeded Sales quota by 35% + for three years., Answered on average of 40+ calls a day., Helped develop sales script., Lead meetings in regards to de escalating calls., Developed a new System to help agents individually track their sales., Completed supervisor training course.
• United States Army, Augusta, GA, Nodal Network Systems Operator Sergeant, 05/12, 12/14, Planned and coordinate with other soldiers to implement improved security measures to protect data, software and hardware., Conducted training on new equipment and solutions to problems in the field., Supervised 3- 4 soldiers in complex tasks in an efficient and timely manner., Operated master consoles to monitor the performance of computer systems and networks.
• Explosive Ordnance Disposal Specialist, Augusta, GA, Explosive Ordnance Disposal Specialist, 07/11, 05/12, Research and identify ordnance., Assist in preparation and use of advance robotics., Explosively disposing of hazardous ordnance., Prepare and maintain tools, equipment and vehicles., Completed advanced leadership course., Was awarded Army achievement award.
• My Place and Company, Delmar, NY, Assistant Manager, 09/17, 12/17, Lead training of new hires to the restaurant and closely worked with them to develop their skills in the kitchen., Implemented new processes for ordering supplies and scheduling of employees., Monitored food preparation methods, portion sizes, and garnishing and presentation of food to ensure that the food is being prepared and presented in an acceptable manner., Developed new specials in regards to business needs and excess supplies to maximize business profits.
• Warehouse Grill and BBQ, Colonie, NY, Prep Cook Manager, 04/17, 09/17, In Charge of a staff of 4-6 in order to prepare food ready for service in a timely and efficient manner., Created specials that ended up saving the restaurant on average of $250 a week by using ingredients to their fullest capacity., Developed an efficient opening and closing procedure for all employees to follow for the back of the house positions., Negotiated prices from distributors and was able to save the restaurant on average $200 off of each order that we processed.
• Warehouse Grill and BBQ, Colonie, NY, Line cook, 01/17, 04/17, Set up and stocking stations with all necessary supplies., Answer, report and follow executive or sous chef's instructions., Clean up station and take care of leftover food., Ensure that food comes out simultaneously, in high quality and in a timely fashion., Maintain a positive and professional approach with coworkers and customers.