Starice Houston
Lansing,MI
Summary
Resourceful in building relationships, critical thinking, resolving issues, multitasking and being proactive. Dedicated leader with excellent communication skills that assist with producing an effective customer service experience. Driven to produce quality work and positive results. Flexible and focused independent worker and team player with a unique skillset to streamline operations from within.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager, Workforce Analytics
AF Group
Lansing, MI
08.2022 - Current
- Manages a staffing and process analytics team that develops and maintains staffing model databases, workforce analytics, staffing analysis and production reports.
- Oversees, reviews and maintains the hiring business case approval process for the Enterprise.
- Reviews processes to optimize the effectiveness of the unit to meet department and company goals.
- Instructs creation of cost and benefit analysis using staffing model data to show value in optimization efforts.
Supervisor, Business Development Service Center
AF Group
Lansing, MI
04.2020 - 08.2022
- Direct, supervise and evaluate the daily operations and workflow of a team of 10 employees that handle commissions, collections, small deductibles, loss sensitive and retro policies.
- Create and support an environment where quality approaches are constantly being developed and evaluated within the team.
- Create processes and documentation to ensure quality work is completed effectively and efficiently.
- Review and identify areas of improvement while updating processes and documentation that result in efficient work.
- Work closely with underwriting, audit, policy support, claims, finance and brand companies to ensure work requests and adjustments are accurately completed.
- Build relationships with internal and external customers which enhances the overall customer experience.
- Conduct monthly and quarterly reviews to assist with coaching, mentoring and encouraging growth.
Lead Worker, Specialty Billing Representative
AF Group
Lansing, MI
10.2019 - 04.2020
- Lead, monitor and assist with the daily completion of Specialty Billing job responsibilities.
- Create and update documentation for commissions, paid loss retros, incurred loss retros, large deductibles and collections.
- Facilitate, research and resolve complex internal and external customer inquiries through verbal or written communication.
- Review daily task within the team to assist with coaching and mentoring.
- Assist employees with technical questions and problem solving issues.
- Collaborate with other departments to assist with special handling requests or additional research.
- Provide support and assistance to resolve issues within the Service Center.
- Conduct training and provide mentorship for new and current employees.
Finance-Specialty Billing Specialist
AF Group
Lansing, MI
01.2011 - 10.2019
- Calculate retro policies using audit, loss and premium details in Diamond.
- Run monthly loss reports and create monthly invoices for large deductible and loss sensitive policies in Billing Center.
- Review, create and invoice policyholders using payroll details received from BD Specialist for large deductible policies.
- Calculate commissions and respond to agency inquires regarding specific commission related questions.
- Communicate with Underwriters, Agency Relations, Policy Processors and other internal teams to resolve commission issues.
- Set up monthly self-reporting policies using the issuance spreadsheet received from Underwriters.
- Review payroll, create and manage invoices for monthly self-reporting policies.
- Manage and provide collateral and premium details regarding monthly self-reporting policies to Underwriters and Premium Analyst.
- Balance AccuPremium+ policy audit details in Customer Inquiry, Billing Center and AccuPremium systems.
- Process monthly dividends.
- Create, invoice and manage small deductibles.
- Communicate collection details to internal and external customers.
- Review and communicate specific audit details in AuSum and PIN to internal and external customers.
- Process and balance received premium and claim related payments.
Service Center, Claims
AF Group
Lansing, MI
01.2005 - 01.2011
- Resolve medical provider issues regarding medical payments, payment delays and issued payment dates.
- Process workers compensation claims and assign to an examiner based on region.
- Provide assistance to injured workers and agents regarding specific claim information and medical documentation.
Education
Bachelor of Business Administration - Business Management
Northwood University
Midland, MI06.2017
Master of Business Administration -
Central Michigan University
Mount Pleasant, MI12.2021
Skills
- Ability to develop and maintain professional relationships
- Ability to read, analyze, interpret and calculate related data
- Ability to apply critical thinking and resolve complex issues
- Ability to establish workflows, manage processes and meet deadlines
- Ability to organize, prioritize and monitor work load
- Ability to lead, train and mentor others
- Ability to work independently and as a team player
- Excellent verbal, written and oral communication skills
- Knowledge of workers compensation insurance
- Billing Center, Claim Center, PIN, Diamond, AuSum, Reports Portal, Policy Center, AccuPremium
- Word, Excel, Access, Windows, Outlook
- 59 wpm
Certification
Certified Authority on Workers Compensation
Timeline
Manager, Workforce Analytics
AF Group
08.2022 - Current
Supervisor, Business Development Service Center
AF Group
04.2020 - 08.2022
Lead Worker, Specialty Billing Representative
AF Group
10.2019 - 04.2020
Finance-Specialty Billing Specialist
AF Group
01.2011 - 10.2019
Service Center, Claims
AF Group
01.2005 - 01.2011
Bachelor of Business Administration - Business Management
Northwood University
Master of Business Administration -
Central Michigan University
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