Sharlita Beverly
Goshen,OH
Summary
Detail-oriented and proactive professional with extensive experience in claims assessment and customer support. Skilled in problem-solving and collaboration, consistently driving improvements in claims processing efficiency and enhancing customer satisfaction through effective communication.
Overview
10
10
years of professional experience
Work History
Claims Resolution Analyst
Macys Credit And Customer Service
Mason, Ohio
02.2023 - Current
- Compiled data from multiple sources into comprehensive reports for management review.
- Analyzed customer accounts to identify payment discrepancies and resolved issues to enhance accuracy.
- Analyzed claims to identify discrepancies and ensure accurate resolution.
- Assessed claimant eligibility for various benefits based on established criteria.
- Developed and implemented strategies to effectively resolve complex claims disputes, improving customer satisfaction.
- Collaborated with cross-functional teams to streamline claims processing procedures, reducing processing time.
- Documented claim details and maintained comprehensive records for future reference.
- Reviewed customer inquiries and provided timely responses for effective support.
Executive Liaison
Macys Credit And Customer Service
Mason, Ohio
10.2016 - Current
- Acted as a liaison between executives and external contacts.
- Collaborated with cross-functional teams to drive alignment on key objectives.
- Resolved escalated customer issues through effective problem-solving techniques.
- Escalated complex issues to appropriate departments for swift resolution and follow-up.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Maintained comprehensive knowledge of products and services to assist customers effectively.
- Assisted customers with product selection and pricing inquiries.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Addressed customer inquiries through various channels, providing timely responses.
- Ensured that all queries were responded to promptly within established timelines.
- Maintained accurate records of all customer transactions and inquiries.
- Collaborated with other departments to develop innovative solutions to improve customer service processes.
- Conducted research on topics relevant to the organization's mission.
- Participated in cross-functional meetings aimed at improving the overall level of service provided by the company.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Goshen High School
Goshen, OH05-2014
Skills
- Claims assessment
- Claims processing
- Data analysis
- Record management
- Customer relationship management
- Problem solving
- Decision-making
- Attention to detail
- Time management
- Teamwork and collaboration
Timeline
Claims Resolution Analyst
Macys Credit And Customer Service
02.2023 - Current
Executive Liaison
Macys Credit And Customer Service
10.2016 - Current
High School Diploma -
Goshen High School