Sharon Tucker

Accurately and confidently handling various types of customer inquiries while engaging and building a consultative relationship in a fast-paced call center environment.

Confidently processing claims and updating client’s beneficiaries and coverage for different organizations and companies.

Reviewing various forms related to death reports and processing end of life documentation.

Terminating coverages in the administrative platform, converting records to a claim, calculating fund balances, and placing beneficiary in the claim’s examiner. Utilized negotiation skills to settle claims within established authority limits, achieving a 10% increase in claim settlements.

Upheld fairness and integrity in the determination process by offering opportunities for claimants to provide additional information and context

• Watched surveillance camera to ensure the safety of the facility, kept record of inmates coming/going to court, logged inmates into the system whenever they arrives on the facility grounds
• Provided direct supervision, guidance, leadership and technical support to help facilitate the running of the area in a cooperative manner
• Ensured the adequate supervision to assure health, welfare, and safety of all inmates
• Monitored facility operations to ensure safety and compliance, significantly reducing incidents by 20% through proactive surveillance.

• Handled inbound customer calls, resolving inquiries and complaints efficiently
• Built and sustained strong relationships with customers, staff, and vendors
• Supervised customer service team, setting expectations and evaluating performance
• Guided staff through coaching and feedback to enhance performance and meet goals
• Collaborated with cross-functional teams
• Led customer service team, establishing performance standards and delivering coaching to achieve key performance goals.