Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serena J Collins

Mobile,United States

Summary

Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment. Comprehensive knowledge of claims adjustments with special knowledge of auto appraisals and CCC pathways estimations.

Overview

15
15
years of professional experience

Work History

Onboarding Specialist

ADT security services
, United States
03.2024 - Current
  • Ensure activation of sales order through providing an excellent customer experience, identifying and resolving customer issues and reselling the value of the ADT services. Use proper discovery to identify root cause of issue/concern and address appropriately.
  • Assist customer with confirming order and reselling value of services/equipment and ensuring all customer needs are met.
  • Provide customer with status of install technician and reschedule appointments as necessary for the customer working closely with OSC and/or SSO to ensure that installation occurs in a timely manner.
  • Handle calls appropriately, using 'Save our Sales' offers as necessary and appropriately to address issues. Disposition all calls and orders appropriately.
  • Handle all calls using the BLUE behaviors and ensuring a positive sales and install experience for the customer.
  • Track and escalate trends regarding requests for order cancellation and proactively identify opportunities for improvement.

Auto total loss/complex adjuster-independent

Cnc catastrophe solutions
Mobile, United States
03.2021 - 01.2024

Medpay/ personal injury claims processor

Auto injury solutions
Daphne, United States
03.2015 - 07.2020
  • Assist medical providers, attorneys, and patient auto medical bill status for multiple insurance companies.
  • Medical records requestor.
  • Adjuster assistant.
  • Answering phone calls.
  • Mailing/ faxing requested information.
  • Medical terminology-CPT Codes,Dx codes.Ability to read CMS 1500 and Ub form.

Quality Assurance Analyst

Ryla Teleservices
Saraland , Alabama
06.2010 - 03.2013
  • Developed and executed test plans for software applications and systems.
  • Identified and documented software defects using tracking tools.
  • Collaborated with development teams to troubleshoot issues effectively.
  • Worked with team members to create efficient workflows, resulting in high productivity.
  • Communicated regularly with management to discuss quality trends.
  • Monitored production environment performance metrics for anomalies that could indicate quality issues.

Education

General studies -

Faulkner State Community college

High school diploma -

Wow Davidson High school

Skills

  • Communication
  • Teamwork
  • Problem-solving
  • Adaptability
  • Leadership
  • Self-motivation
  • Active listening
  • Critical thinking
  • Customer experience
  • Order management
  • Claims analysis
  • Compliance assurance
  • Medical terminology
  • Customer relationship management
  • Problem solving
  • Negotiation techniques
  • Time management
  • Attention to detail
  • Team collaboration
  • Conflict resolution
  • Process improvement
  • Performance tracking

Timeline

Onboarding Specialist

ADT security services
03.2024 - Current

Auto total loss/complex adjuster-independent

Cnc catastrophe solutions
03.2021 - 01.2024

Medpay/ personal injury claims processor

Auto injury solutions
03.2015 - 07.2020

Quality Assurance Analyst

Ryla Teleservices
06.2010 - 03.2013

General studies -

Faulkner State Community college

High school diploma -

Wow Davidson High school

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