Sonja Ewing
Summary
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards. Dedicated Customer Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Claims Service Specialist
Florida Blue
10.2022 - Current
- Worked productively in fast-moving work environment to process large volumes of claims.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Interviewed policyholders to verify information and obtain additional details.
- Oversaw claim recoveries, subrogation and salvage.
- Calculated adjustments, premiums, and refunds.
Small Group Enrollment and Billing
Florida Blue
02.2019 - Current
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Maintained energy and enthusiasm in fast-paced environment.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Member Service Specialist
Florida Blue
09.2017 - Current
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained staff on operating procedures and company services.
- Effective liaison between customers and internal departments.
Customer Service Specialist
Comcast
08.2015 - 07.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Retail Store Manager
AT&T Wireless
09.1999 - 07.2013
- Managed store organization, maintenance and purchasing functions.
- Trained team members in successful strategies to meet operational and sales targets.
- Resolved customer service issues promptly.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Generated repeat business by developing and maintaining strong team of 15 employees devoted to customer service.
- Increased profits 125% through effective sales training and troubleshooting profit loss areas.
- Implemented rewards program, bolstering customer retention 90%.
- Implemented inventory controls designed to reduce overall shrinkage levels to less than 3%.
Education
Associate of Arts - Business Management
Jones College - Jacksonville
Jacksonville, FL06.2008
Skills
- Accident Review
- Systems Analysis
- Policy Knowledge
- Social Perceptiveness
- Documentation Research
- Corporate Policies and Procedures
- Claims Procedures
- Billing Codes
- Past Due Balance Management
- User Acceptance Testing (UAT)
- Data Communications
- Customer Relationship Management
- Quality Assurance Evaluation
- Professional Development
- Great Mathematical Skills
- Insurance Claim Processing Software
- Prior Authorization Processing
- Excellent Administrative Abilities
- Management of Financial Resources
- Training Junior Team Members
Certification
- Certified Facilitator License - 20 years
- Licensed Cosmetologist - 35 years
- Certified Manager, AT&T - 20 years
Timeline
Claims Service Specialist
Florida Blue
10.2022 - Current
Small Group Enrollment and Billing
Florida Blue
02.2019 - Current
Member Service Specialist
Florida Blue
09.2017 - Current
Customer Service Specialist
Comcast
08.2015 - 07.2016
Retail Store Manager
AT&T Wireless
09.1999 - 07.2013
Associate of Arts - Business Management
Jones College - Jacksonville
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