Sherry Normeus
Miami,FL
Summary
Detail-oriented customer support professional with 5+ years in service delivery, payment support, and problem resolution in dynamic environments. Proficient in using Zendesk and Microsoft Teams to address inquiries, troubleshoot issues, and ensure accurate documentation. Effectively manage communications with customers and stakeholders, demonstrating strong organizational skills and the ability to prioritize tasks under pressure.
Overview
12
12
years of professional experience
Work History
Claims Payment Supervisor
Total Warranty Services
10.2020 - Current
- Supervised daily operations, ensuring adherence to company policies and procedures.
- Respond promptly to inbound customer inquiries involving accounts, claims, contracts, payments, and service-related needs.
- Utilize Zendesk to manage customer inquiries, document interactions, track issues, and support timely resolution.
- Use Microsoft Teams to communicate and collaborate with internal teams while resolving customer and account issues.
- Streamlined workflow processes, enhancing efficiency and reducing turnaround time.
- Trained and mentored team members on best practices and operational standards.
- Conducted performance evaluations, providing constructive feedback for staff development.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Troubleshoot account and payment-related issues while keeping customers and internal stakeholders informed throughout the resolution process.
- Manage customer and vendor correspondence and ensure inquiries are handled accurately, professionally, and efficiently.
Workers' Compensation Claims Assistant
AmTrust North America
03.2015 - 04.2019
- Processed workers' compensation claims efficiently, ensuring compliance with industry standards and regulations.
- Collaborated with adjusters to gather necessary documentation for accurate claims assessment.
- Assisted in resolving claim discrepancies through effective communication with stakeholders.
- Maintained detailed records of claims activities and correspondence within management systems.
- Reviewed case files for completeness, identifying areas for process improvement and accuracy enhancement.
- Led initiatives to enhance customer service experience for claimants, fostering positive relationships throughout the process.
- Checked documentation for accuracy and validity on updated systems.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Posted payments to accounts and maintained records.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
Education
Bachelor of Arts - Business
Florida Atlantic University
Boca Raton, FL12-2019
Skills
- Zendesk Ticketing System
- Payment support
- Technical troubleshooting
- Customer experience
- Customer support
- Phone & Email Support
- Account maintenance
- Claims Processing
- Payment management
- Financial Reporting
- Claims Resolution
- Data Entry & Recordkeeping
- Issue resolution
- Vendor relations
- Microsoft Teams
- Claims Analysis
- Claims documentation
- Goal oriented
- Written & Verbal Communication
Timeline
Claims Payment Supervisor
Total Warranty Services
10.2020 - Current
Workers' Compensation Claims Assistant
AmTrust North America
03.2015 - 04.2019
Bachelor of Arts - Business
Florida Atlantic University