KADIDJRI LAHAB
Pontiac,MI
Summary
Dynamic and customer-focused Operations Specialist with over 10 years of progressive experience in diverse customer-facing roles, actively seeking a position as a Customer Service Agent. Proven track record of delivering exceptional service while cultivating strong client relationships. Skilled in analyzing complex scenarios and providing tailored solutions that consistently exceed client expectations. Passionate and motivated team player dedicated to leveraging extensive expertise to drive client success and contribute to organizational growth.
Overview
14
14
years of professional experience
Work History
Loss Drafts – Claims Agent
Proctor Loan Protector
03.2024 - Current
- Guide borrowers through the endorsement process for insurance claims checks
- Ensuring property insurance claims are applied to repairing the damaged structure
- Advising mortgagees of all documentation needed from contractors hired to complete repairs
Operations Specialist III - Loan Closing
United Wholesale Mortgage
09.2020 - 03.2024
- Investigate and resolve 80+ routine to moderately complex inquiries from brokers and title agents in a call center environment daily, demonstrating expertise in financial services
- Prepare closing documents, such as promissory notes, deeds of trust, and other financial disclosures.
- Provide training and guidance to staff on operational procedures, policies, and regulations.
- Initiate IT tickets for files requiring technology investigation, ensuring proactive resolution and seamless processing of financial transactions
Auction Coordinator
Volkswagen Group of American Auburn Hills
01.2019 - 05.2020
- Spearheaded the procurement process for over 40 vehicles eligible for buyback under Lemon Law
- Orchestrated seamless coordination with dealerships nationwide for the repair and transportation of vehicles in need
- Verified the accuracy of titles, repair orders, and branding, as well as facilitated the collection of reimbursement checks with high attention to detail and accuracy
Billing Representative
R1 RCM
06.2018 - 12.2018
- Verified patient insurance coverage and processed over 30 escalated worker's compensation and auto insurance claims for multiple hospitals.
- Maximized revenue by successfully collecting over $10,000 in monthly revenue for Providence Hospitals in Birmingham, Mobile, and Washington, D.C.
- Maintained accurate and up-to-date billing records, ensuring 100% compliance with industry regulations
Claims Representative
Sedgwick
01.2018 - 06.2018
- Efficiently processed 20 disability claims daily for corporate clients, ensuring accuracy and compliance
- Comprehensive investigations conducted to determine the validity and eligibility of disability claims
- Collaborated with 20 clients and internal teams to provide timely and comprehensive resolution to disability claims, enhancing customer satisfaction
Claims Representative - Member & Provider Services
Molina Healthcare
03.2016 - 03.2018
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Leveraged strong interpersonal skills by streamlining communication between members and healthcare professionals, including physicians, case workers, nurses, and home caregivers
Customer Representative
Protect Cell
11.2015 - 03.2016
- Managed a high volume of inbound calls, addressing 50-80 inquiries daily in a fast-paced environment
- Demonstrated expertise in educating members and cell phone provider representatives on the intricate terms and conditions of insurance policies
- Suggested solutions when a product malfunction occurred.
Mortgage Loan Coordinator
Citibank
05.2012 - 06.2014
- Partnered with the sales team, contributing to the achievement of a collective $20M in sales goals
- Successfully closed a range of home refinance loans, managing 30-40 borrowers and amounts ranging from $300,000 to $2M within a 45-60-day timeframe.
- Facilitated efficient coordination and timely completion of mortgage loan processes, maintaining a focus on customer satisfaction and surpassing business objectives
Education
Bachelor of Arts - Journalism
Oakland University
Rochester, MI05-2007
Bachelor of Science - Biology
University of Arizona
Tucson, AZ05-2002
Skills
- Customer Service
- Relationship Building
- Interpersonal Communication
- Financial Industry Knowledge
- Conflict Resolution
- Public Speaking
- Account Management
- Team Leadership
- Sales
- Customer Education
- Microsoft Office Suite (Word, Excel, PowerPoint)
- SharePoint
- Customer service
- Problem-solving
- Problem-solving abilities
- Multitasking
- Attention to detail
- Multitasking Abilities
- Organizing and prioritizing work
- Reliability
- Excellent communication
- Critical thinking
- Relationship building
Planned Career Sabbatical
- Took professional time off to develop an independent media site as a commitment to my professional and personal development during this period
- 06/2014 - 07/2015
Timeline
Loss Drafts – Claims Agent
Proctor Loan Protector
03.2024 - Current
Operations Specialist III - Loan Closing
United Wholesale Mortgage
09.2020 - 03.2024
Auction Coordinator
Volkswagen Group of American Auburn Hills
01.2019 - 05.2020
Billing Representative
R1 RCM
06.2018 - 12.2018
Claims Representative
Sedgwick
01.2018 - 06.2018
Claims Representative - Member & Provider Services
Molina Healthcare
03.2016 - 03.2018
Customer Representative
Protect Cell
11.2015 - 03.2016
Mortgage Loan Coordinator
Citibank
05.2012 - 06.2014
Bachelor of Science - Biology
University of Arizona
Bachelor of Arts - Journalism
Oakland University