Shantel Carter
Bartow,FL
Summary
Organized, independent worker with strong time-management skills. Associate's Degree Graduate, detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Ten years of Patient Care experience and twelve years experience in the customer service industry.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Personal Injury Protection Adjuster
GEICO, Government Employees Insurance
11.2022 - Current
- Enhanced claim resolution efficiency by thoroughly investigating and evaluating personal injury protection claims.
- Reduced fraudulent claim payouts by diligently identifying potential fraud indicators and collaborating with the Special Investigation Unit.
- Increased customer satisfaction with timely and accurate claim settlements, adhering to company guidelines and state regulations.
- Collaborated with legal counsel for effective litigation management, resulting in favorable outcomes for the company.
- Expedited claim processing by promptly obtaining necessary documentation such as medical records, police reports, and witness statements.
Liability Claims Adjuster
GEICO, Government Employees Insurance
08.2020 - 11.2022
- Customer service, provide necessary supports to be reviewed and researched, assisting with setting up and processing a claim, settlement negotiation.
- Reduced claims processing time by implementing efficient workflow strategies and prioritizing tasks.
- Enhanced customer satisfaction by providing timely updates on claim status and addressing concerns promptly.
- Investigated liability claims thoroughly, analyzing evidence and interviewing involved parties to determine fault accurately.
- Collaborated with legal teams for successful case resolutions, ensuring proper documentation was submitted.
- Conducted thorough investigations, gathering evidence such as medical records, police reports, and witness statements to determine liability accurately.
Insurance Customer Service Representative
GEICO, Government Employees Insurance
09.2019 - 08.2020
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
Patient Support Technician
Winter Haven Hospital
02.2012 - 09.2019
- Answering the Telephone, assisting with directory, operating hospitals database, keeping track of patients going and coming, assisting with unit clerical needs, charts, supply ordering and physician messaging, assisting with building files for patient admissions and discharges, secretary duties, maintaining accurate records of patient care, condition, progress and concerns, documenting objective data and routine aspects of patient care, performing direct patient care aimed at increasing comfort, psychosocial and spiritual well-being by providing assistance with personal hygiene, physical comfort, nutrition, elimination, prevention of skin breakdown, rehabilitation and safety, answering patient calls for care and feeding, assisting with patient transfer and ambulation, supporting diagnostic procedures, assisting with technical nursing treatments and entering information in patient records and charts, collecting patient specimens and data
Certified Nursing Assistant/ Secretary (PRN)
Consulate Health Care
12.2009 - 06.2013
- Assisting nurses with wound care for pressure ulcers, bed sores, and surgical site wounds, assisting with patient transfer and ambulation, answering patient calls for care and feeding, maintaining accurate records of patient care, condition, progress and concerns, front door greeting and answering telephone calls, making patient appointments and transportation arrangements
File Clerk
Polk County Clerk of Courts
08.2007 - 08.2010
- Locating missing files, tracking incoming and outgoing files and materials, preparing new files and assigning tracking identification numbers, examining, categorizing and sorting incoming documents, maintaining physical and computer-based filing systems, responding to internal and external requests for information, training junior staff on department procedures, entering numerical data into databases in a timely and accurate manner, obtaining, scanning, and uploading documents into the database, judges delivery, helping improve call center functionality and service capacity by resolving customer complaints, accurately documenting, researching, and resolving customer issues, managing high call volume with tact and professionalism, defusing volatile customer situations calmly and courteously
Education
Associate of Arts - Liberal Arts And General Studies
Warner University
Lake Wales, FL04.2016
High School Diploma -
Fort Meade Middle-Sr. High School
Fort Meade, FL06.2008
Skills
- Self Directed Resourceful and reliable worker
- Great with people
- Detail-oriented
- Medical Terminology
- Time Management
- Local/state health law knowledge Office support (phones, faxing, filing)
- Quick learner Excellent verbal communication
- Excellent problem solver Microsoft Office proficiency
- Adept multi-tasker Well Organized
- Insurance Policy Coverage Knowledge
Certification
- Customer Service 4-40 License
- Claims Adjuster All line 6-20 License
- Certified Nurses Assistant
- Basic Life Support
Timeline
Personal Injury Protection Adjuster
GEICO, Government Employees Insurance
11.2022 - Current
Liability Claims Adjuster
GEICO, Government Employees Insurance
08.2020 - 11.2022
Insurance Customer Service Representative
GEICO, Government Employees Insurance
09.2019 - 08.2020
Patient Support Technician
Winter Haven Hospital
02.2012 - 09.2019
Certified Nursing Assistant/ Secretary (PRN)
Consulate Health Care
12.2009 - 06.2013
File Clerk
Polk County Clerk of Courts
08.2007 - 08.2010
Associate of Arts - Liberal Arts And General Studies
Warner University
High School Diploma -
Fort Meade Middle-Sr. High School
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