Shekia Bryant
Florence,SC
Summary
Business professional experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
12
12
years of professional experience
Work History
Loss Draft Assoc III
National General
06.2023 - Current
- Collaborated with insurance adjusters, mortgage companies, and homeowners to facilitate the release of insurance funds.
- Prevented potential delays in claim resolution by proactively identifying missing documentation or information required from borrowers or insurance providers.
- Led efforts to standardize processes across the team, resulting in increased productivity and more consistent outcomes for loss draft claims.
- Provided training to new team members on company policies, industry regulations, and best practices for handling loss drafts.
- Delivered high-quality customer service by effectively addressing concerns and providing clear explanations regarding loss draft procedures.
- Streamlined workflow processes for better task prioritization and faster document handling.
Customer Service Representative
Sedgwick
02.2020 - Current
- Created claims for over 1500 clients including workers compensation, leave, disability, property, auto liability and job accommodations
- Advised callers of all options available to them, claim number and time frame to which they can look to be contacted
- Empathized with callers and build rapport
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Health Care Coordinator
Sykes Enterprise
09.2021 - 05.2024
- Educated patients on conditions and assisted with struggles or questions concerning treatment, potential outcomes and prognosis.
- Promoted a collaborative environment among healthcare professionals by fostering open communication channels across various departments.
- Ensured compliance with healthcare regulations through meticulous documentation and record-keeping efforts.
- Coordinated with other healthcare providers to build healthcare plans for patient's specific needs.
- Assisted patients in navigating the healthcare system by providing education on insurance coverage, financial resources, and available support services.
- Served as a trusted liaison between patients, families, and healthcare teams to facilitate clear communication and understanding of treatment goals.
FNOL claims assoc III
National General Insurance
03.2022 - 06.2023
- Worked productively in fast-moving work environment to process large volumes of claims.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of claims handling.
- Provided exceptional customer service by addressing inquiries promptly and resolving issues professionally.
- Developed positive relationships with clients, fostering trust and open communication during the claims process.
- Participated in cross-functional projects and initiatives, leveraging claims expertise to support company-wide objectives.
- Increased customer satisfaction rates through empathetic handling of customer concerns and timely resolutions.
- Collaborated with team members to develop strategies for efficient claims processing and improved customer experiences.
- Served as a mentor to junior staff members, providing guidance on effective claims handling techniques and professional development opportunities.
Customer Service Representative
Accenture
04.2021 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Randstad
01.2020 - 02.2020
- Created consumer accounts when needed, updated consumer accounts as necessary and ordered necessary services (repair, technician service, parts, replacement)
- Advised of available services (warranty, non-warranty)
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Representative
Assurant Specialty & Property
01.2017 - 08.2019
- Provided world class customer service and consumer satisfaction
- Handled 40-60 calls a day
- Worked hand-in-hand with homeowners and their insurance companies to ensure disbursements made in a timely manner and policies are bound
- Conducted needed follow ups, paper work, and updates
- Cross trained in document processing
- Receives, prints and faxes, or mails supporting documentation
- Updating hazard insurance information on loan holder’s account
- Reaching out to insurance companies to request needed documentation and or receive verbal updates
Customer Service Representative
Sykes Ent.
07.2015 - 02.2017
- Provided world class customer service and consumer satisfaction
- Handled high call volume resulting in taking anywhere from 40-80 calls a day
- Strive for one-call resolutions for customer issues
- Completed ongoing training to stay on top of new products, services and changes within policies
- Provide resolutions to all customer inquiries effectively and in a timely fashion
- Increased customer experience by providing information on new service opportunities and products
Cashier
Hardees
03.2014 - 08.2015
- Provided an inviting and customer friendly environment
- Handled cash transactions while having customer friendly conversations
- Was responsible for maintaining a clean work area and also the lobby and bathrooms for our customers
- Provided all customers with their orders in decent time frame
WINGSLeader (Mentor)
WINGS For Kids
08.2014 - 05.2015
- Provided a safe after school environment to kids with 'behavioral issues'
- Responsible for the safe and well-being of 10-13 kids
- Helped with school work
- Provided alternatives to express themselves instead of 'actin out' in school
Fountainer
Sonic Drive-In
03.2013 - 08.2013
- Responsible for providing customers with their items in a neat and timely fashion
- Greet customers and ascertain what each individual wants with limited face to face interactions with customers
- Responsible for making drinks, ice cream and slushes
- Maintained a clean area and equipment at all times
Education
Business Marketing -
Florence-Darlington Tech
Lake City, SCBusiness Administration -
Miller-Motte Technical College
Bachelors in Business Administration -
Southern New Hampshire University
Certified Pharmacy Technician -
Pee Dee Medical Training
Lake City, SCHIGH SCHOOL DIPLOMA -
Lake City High School
01.2012
Skills
- Active Listening
- Memory Retention
- Time Management
- Content Management
- Processing Efficiently
- Claims Management
- Teamwork and Collaboration
- Insurance knowledge
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking
- Organizing and Prioritizing Work
- Excellent Communication
Timeline
Loss Draft Assoc III
National General
06.2023 - Current
FNOL claims assoc III
National General Insurance
03.2022 - 06.2023
Health Care Coordinator
Sykes Enterprise
09.2021 - 05.2024
Customer Service Representative
Accenture
04.2021 - 08.2021
Customer Service Representative
Sedgwick
02.2020 - Current
Customer Service Representative
Randstad
01.2020 - 02.2020
Customer Service Representative
Assurant Specialty & Property
01.2017 - 08.2019
Customer Service Representative
Sykes Ent.
07.2015 - 02.2017
WINGSLeader (Mentor)
WINGS For Kids
08.2014 - 05.2015
Cashier
Hardees
03.2014 - 08.2015
Fountainer
Sonic Drive-In
03.2013 - 08.2013
Business Administration -
Miller-Motte Technical College
Bachelors in Business Administration -
Southern New Hampshire University
Certified Pharmacy Technician -
Pee Dee Medical Training
HIGH SCHOOL DIPLOMA -
Lake City High School
Business Marketing -
Florence-Darlington Tech
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