Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Sherena Harper

Phenix City,AL

Summary

Dynamic Escalation Coordinator at Aflac Insurance Company with a proven track record in enhancing customer satisfaction and streamlining operations. Skilled in multitasking and clear communication, I effectively managed complex claims and improved team productivity, ensuring compliance and timely resolutions. Committed to delivering exceptional service and fostering strong relationships with stakeholders.

Overview

9
9
years of professional experience

Work History

Escalation Coordinator

Aflac Insurance Company
11.2023 - Current
  • Handle all consumer complaints, better business bureau complaints, agent complaints, process cancer and hospital claims, provide reinforcement for continued growth to specialists, assist specialists with questions or concerns in reference to claims being processed.
  • Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Prioritized and managed multiple projects simultaneously, ensuring all met their deadlines and objectives without compromising quality.

Sales Associate

Dollar General
10.2023 - 09.2024
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Clams Lead Specialist

Aflac Insurance
02.2020 - 11.2023
  • Enhanced team productivity by implementing efficient work processes and streamlining operations.
  • Ensured compliance with industry regulations and company policies through diligent monitoring and enforcement efforts.
  • Optimized resource allocation through careful analysis of project requirements and accurate forecasting of personnel needs.
  • Assisted specialists with questions and concerns when providing payments to policyholders.
  • Assisted with troubleshooting any claims issues as well as auditing and reviewing paid claims to ensure the best customer service was provided to policyholders

Claims Specialist 1-3

Aflac Insurance
04.2016 - 02.2020
  • Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
  • Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
  • Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
  • Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.

Education

No Degree - Criminal Justice

Albany Technical College
Albany, GA

High School Diploma -

A.C Craawford Mosley High
Panama City, FL
05-2005

Skills

  • Multitasking and organization
  • Customer service
  • Data entry
  • Decision-making
  • Work Planning and Prioritization
  • MS office
  • Team oversight
  • Medical terminology
  • Attention to detail
  • Clear communication
  • Adaptability and flexibility
  • Task prioritization
  • Deadline management

Accomplishments

  • Supervised team of 16 staff members or more.
  • Documented and resolved complaints which led to several kudos within the company.
  • Trained and mentored numerous employees.

Languages

English
Full Professional

Timeline

Escalation Coordinator

Aflac Insurance Company
11.2023 - Current

Sales Associate

Dollar General
10.2023 - 09.2024

Clams Lead Specialist

Aflac Insurance
02.2020 - 11.2023

Claims Specialist 1-3

Aflac Insurance
04.2016 - 02.2020

No Degree - Criminal Justice

Albany Technical College

High School Diploma -

A.C Craawford Mosley High

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Sherena Harper