Rosalind Copeland
Smiths Station,AL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Implementation Consultant
Lincoln Financial Group
Charlotte, NC
01.2024 - Current
- Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
- Analyzed customer feedback and identified areas for improvement in existing implementations or processes.
- Provided regular updates to stakeholders regarding project status and progress towards objectives.
- Resolved any technical issues encountered during the implementation process in a timely manner.
- Conducted training sessions for staff members on how to use newly implemented systems effectively.
- Provided ongoing support after an implementation is completed by responding promptly to customer inquiries or requests for assistance.
- Ensured that all team members involved in the implementation process had access to the resources they needed in order to complete their tasks efficiently.
- Identified potential risks associated with new implementations and developed strategies to mitigate them as needed.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
Sr. Integrated Claims Adjuster
Lincoln Financial Group
Charlotte, NC
09.2022 - 12.2023
- Performed special projects upon request from management; completed tasks efficiently while meeting deadlines.
- Adhered strictly to departmental guidelines; ensured that all activities were compliant with applicable state laws.
- Researched relevant laws, regulations, legal decisions and precedents to determine appropriate course of action.
- Utilized computer systems such as Microsoft Office Suite and specialized software programs used by the company.
- Attended continuing education classes in order to stay abreast of changes in industry standards.
- Maintained accurate documentation of all claim activity within designated system.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Conducted interviews with claimants, witnesses and medical professionals to obtain additional information about the claim.
- Reviewed medical records, police reports and other documents related to claim investigations.
- Analyzed and audited open claims to calculate additional payments owed.
Healthcare Advocate
Anthem
Midland, Georgia
07.2021 - 01.2022
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Instructed patients on policies and required actions for different types of appointments and procedures.
Client Manager
Aflac
Columbus, Georgia
09.2000 - 12.2020
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Identified new business opportunities through research and analysis of client needs.
- Resolved complex issues between customers and internal teams in a timely manner.
- Conducted regular meetings with clients to discuss their current requirements.
- Created detailed reports on customer relations activities and performance metrics.
- Provided technical support to customers when needed during product demonstrations or onboarding processes.
- Served as an escalation point for unresolved customer issues or disputes.
- Conducted periodic reviews of client accounts for billing accuracy and compliance purposes.
- Supported sales team members to drive growth and development.
- Developed and implemented strategies for successful project implementations.
- Monitored progress of projects and identified risks or potential problems.
- Led the review process of customer requirements, scope documents, and related materials.
- Created detailed project plans including timelines and resources required.
- Ensured all tasks were completed according to specifications and standards.
- Reviewed reports from teams on current progress of initiatives and milestones achieved.
- Collaborated with other departments in order to identify areas that require improvement or change management processes.
- Implemented best practices when it comes to managing client expectations throughout the entire implementation process.
- Established clear communication channels between internal teams, vendors, and external customers.
- Provided customer service to clients, handling inquiries and resolving account issues.
- Provided customer service support related to billing inquiries or disputes.
- Reconciled vendor statements against internal records to identify discrepancies or errors.
- Researched payment status of invoices, following up with customers to ensure prompt payment.
Education
High School Diploma -
Columbus High School
Columbus, GA06.1997
Bachelor of Science - Human Resources Management
Columbus State University
Columbus, GASkills
- Project Management
- Critical Thinking
- Team Oriented and Cooperative
- Upbeat ad Positive Personality
- Account Servicing
- Patient and Empathetic
References
References available upon request.
Timeline
Implementation Consultant
Lincoln Financial Group
01.2024 - Current
Sr. Integrated Claims Adjuster
Lincoln Financial Group
09.2022 - 12.2023
Healthcare Advocate
Anthem
07.2021 - 01.2022
Client Manager
Aflac
09.2000 - 12.2020
High School Diploma -
Columbus High School
Bachelor of Science - Human Resources Management
Columbus State University
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