Sandreika Wilkins
Montgomery,AL
Summary
Dedicated Army National Guard Veteran and results-driven professional with a strong background in customer service and claims support. Proven ability to process claims efficiently, resolve complex inquiries, and enhance customer trust through effective communication. Committed to continuous improvement and compliance in a dynamic environment, leveraging military discipline and teamwork.
Overview
16
16
years of professional experience
4032
4032
years of post-secondary education
Work History
Claims Support Specialist
Allstate Insurance Co
Montgomery, AL
08.2024 - Current
- Remote position, Monday - Thursday, Saturday, 40 hours per week.
- Processed claims efficiently and accurately using industry-standard software.
- Communicated with clients to gather necessary information for claims processing.
- Collaborated with cross-functional teams to resolve complex claims issues.
- Reviewed documentation to ensure compliance with company policies and regulations.
- Reviewed policy details to ensure compliance with company guidelines and regulations.
- Resolved client inquiries and disputes to enhance customer satisfaction and trust.
- Processed payments for auto insurance claims in a timely manner.
- Participated in training sessions designed to increase awareness about changes in laws governing automobile liability policies.
- Assisted with resolving difficult or complex claims issues.
- Analyzed customer claims and determined coverage eligibility.
- Provided excellent customer service to claimants throughout the claims process.
- Maintained up-to-date knowledge of state regulations concerning automobile liability policies.
- Drafted correspondence to claimants regarding claim status updates and payment processing timelines.
- Communicated effectively with policyholders, explaining claim processes and decisions clearly.
- Coordinated with body shops and repair professionals to validate repair costs and methods.
- Provided exceptional customer service, addressing concerns and questions promptly.
Customer Service Representative
Alight Solutions
Smiths Station, AL
01.2023 - 05.2024
- Remote position, Monday - Friday, 40 hours per week.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Escalated unresolved issues requiring further investigation or specialized expertise. Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- 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.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Built sustainable relationships of trust through open communication with customers.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
- Monitored compliance with labor laws, regulations, and corporate policies related to human resources activities.
- Participated in professional development opportunities related to human resources management topics.
- Coordinated with Human Resources staff on personnel changes affecting payroll calculations.
- Coordinated with other departments such as Human Resources or IT when needed.
- Participated in meetings with senior management to discuss human resources initiatives.
- Maintained and updated employee benefits information in the Human Resources Information System.
Customer Service Agent
Afni Inc, Verizon
Opelika, AL
11.2018 - 12.2022
- Remote position, Monday - Friday, 40 hours per week.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis. Managed high-volume of inbound and outbound customer calls.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Investigated and solved routine and complex customer issues to earn repeat business. Maintained strong call control and quickly worked through scripts to address problems. Asked probing questions to determine service needs and accurately input information into electronic systems.
- Suggested suitable options for unavailable products and services to retain customers. Returned customer calls in established turnaround time to meet company objectives. Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Explained benefits, features and recommendations to maximize client retention.
Aviation Operations Specialist
U.S Army National Guard - Alabama
Hope Hull, AL
10.2009 - 10.2022
- Individual Drill Training one Saturday/Sunday per month and 2 weeks Annual Training.
- Aviation Flight Training Period Thursday - Sunday twice per month.
- Coordinated flight plans and processed local and cross-country flight clearances. Maintained maps, aeronautical charts, and aeronautical published files.
- Alerted crash crews of emergencies and interpreted weather reports.
- Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
- Adjusted flight itineraries and communicated changes for optimal safety and flow of aircraft.
Human Resources Assistant
U.S. Army National Guard - Alabama
Hope Hull, AL
09.2017 - 10.2018
- Tuesday - Friday, 40 hours per week.
- Created military orders for service-members nearing training and class dates using AFCOS system.
- Searched and submitted applications for trainings and classes that could help service-members with their career development and promotions using ATRRS system.
- Reviewed and signed Defense Travel System authorizations and vouchers for service-members traveling to and from trainings and classes.
- Created DTS profiles for service-members in battalion.
- Reviewed and submitted Government Travel Card applications for service-members in battalion to MACOM.
- Tracked and updated trainings and class dates and reservations for service-members using excel spreadsheets.
Cashier Team Lead
Burger King
Montgomery , AL
11.2012 - 08.2016
- 35-40 hours per week.
- Used POS system to enter orders, process payments, and issue receipts.
- Performed cash, card and check transactions to complete customer purchases. Prepared beverages and filled food orders for customers.
- Assisted counter staff in packing ready orders and distributing to customers.
- Provided customers with information on specials and discount deals.
- Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
- Performed shift change tasks each day to keep store neat and running smoothly. Maintained current knowledge of store promotions and highlighted sales to customers. Checked completed orders for accuracy and bagged meals for easy carrying.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
Education
Phlebotomy Certification
1 On 1 Technical College
Phenix City, ALHigh School Diploma -
George Washington Carver High School
Montgomery , ALSkills
- Clerical
- Personnel records maintenance
- Administrative skills
- Retirement Planning
- Customer Service
- Employee engagement and motivation
- Training and coaching
- Dispatching
- Weather report posting
- Flight operations records
- Emergency Response
- HIPAA
- Drawing blood
- Sharps disposal
- Sanitation and sterilization First Aid / CPR
- Money Transfer Systems
- Cash management
- Cash register operation Bank deposits
- Store opening and closing
Timeline
Claims Support Specialist
Allstate Insurance Co
08.2024 - Current
Customer Service Representative
Alight Solutions
01.2023 - 05.2024
Customer Service Agent
Afni Inc, Verizon
11.2018 - 12.2022
Human Resources Assistant
U.S. Army National Guard - Alabama
09.2017 - 10.2018
Cashier Team Lead
Burger King
11.2012 - 08.2016
Aviation Operations Specialist
U.S Army National Guard - Alabama
10.2009 - 10.2022
Phlebotomy Certification
1 On 1 Technical College
High School Diploma -
George Washington Carver High School