STEFANIE SUGGS
Midland,GA
Summary
Tactful Claims Specialist since 2020 with a background in customer service and sales, amassing over a decade of expertise in organizational and communication skills. Demonstrating a keen attention to detail in overseeing complex situations. Committed to maintaining and exceeding customer satisfaction and contributing to company success.
Overview
17
17
years of professional experience
Work History
Claims Specialist II (Disability)
Aflac
11.2021 - Current
- Consecutively meeting and exceeding 100% production and quality goals
- Received several R.A.R.E awards monthly and quarterly
- Assigned to processing refunds of FICA taxes
- Makes outbound calls to gather missing information on incomplete claims
- Assigned to a special project reviewing missed benefits
- Assigned to 2 specialty states processing and Group disability benefits
- 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
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details
- Identified fraudulent claims through diligent investigation and collaboration with law enforcement agencies when necessary
Claims Specialist I (Accident)
Aflac
03.2020 - 11.2021
- Consecutively meeting and exceeding 100% production and quality goals
- Assist in mentoring new team members out of training
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details
- Received several R.A.R.E awards monthly and quarterly
- Worked special project SMEs for Data Work Streams.
- 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
Customer Service Representative (Aflac Group)
Aflac
01.2018 - 03.2020
- Creates an exceptional customer service experience under minimal supervision in a fast-paced, high volume environment, resulting in being CSC Elite member March 2019
- Efficiently meets all company standards when receiving calls resulting in kudos from Group lead concerning providing thorough customer service
- Conducts research and completes call logs, composes correspondence in regards to certificate number per insured request
- Works closely with management to assist in call coaching for new hire training
- Confidently answers inquiries with ease, leading to several Aflac Honors for 'Knowing My Stuff'
- Recognizes value in each customer, resulting in being selected to make calls on deviated line for Wynsure account
- 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
Agent Support Representative
Anthem
08.2017 - 01.2018
- Demonstrated superior customer service and professionalism at all times, along with listening skills by handling complaints quickly and restoring agent confidence and to prevent loss of business
- Worked closely with both account managers and employer service representatives to resolve more complex employer level matters
- Established a trustworthy rapport with agents through providing detailed answers to all questions regarding claims, benefits, eligibility, and reimbursements to promote customer loyalty
- Increased agent satisfaction by 10% by addressing and resolving complaints in a timely manner
Agent
Southern Harvest Insurance
07.2015 - 08.2017
- Managed client and prospect via e-mail, face to face, mail and telephone
- Coordinated services with underwriters, claims adjusters, insurance companies, insured, and affiliated dealerships
- Created new business by quoting, presenting and selling various insurance products.
- Informed clients of policies and procedures
- Maintained accurate records of over 100 client communications, transactions, policies, and other relevant documentation for seamless operations within the agency
Customer Service Representative
Acceptance Insurance
02.2015 - 07.2015
- Provided quotations, pricing, and required information to new prospects
- Maintained knowledge of industry competitors and provide critical market feedback to leadership regarding local competition and service needs
- Performed outside marketing and field activities to drive new customer opportunities
- Prepared quotations on customer change requests to their current policies
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Solutions Specialist
Verizon Wireless
10.2007 - 10.2014
- Exceeds monthly revenue goals through acquiring new customer accounts, maximizing existing customers' accounts to identify revenue opportunities, and excelling in quality metrics
- Participates in marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs
- Works with store management in opening, closing and operating the retail facility, including but not limited to cash handling, inventory count and deposits as governed by operations control standards
- Assists customers with service activations, changes and bill payments, responding to billing inquire equipment replacement, selling accessories and processing price plan changes and upgrades
- Identified opportunities for upselling additional services, resulting in a 3% increased revenue for the company
- Maintained strong relationships with existing customers by delivering exceptional service and ongoing support as needed.
Education
BBA - Business Management
Strayer University
Columbus, GA06.2024
Skills
- Time Management
- Microsoft Office Suite
- Decision-Making
- Attention to Detail
- Organizing and Prioritizing Work
- Simultaneous Task Management
- Problem-Solving
- Team building
- Active Listening
- Claims Processing
- Verbal Communication
- Written Communication
Affiliations
Phi Theta Kappa Honor Society
Timeline
Claims Specialist II (Disability)
Aflac
11.2021 - Current
Claims Specialist I (Accident)
Aflac
03.2020 - 11.2021
Customer Service Representative (Aflac Group)
Aflac
01.2018 - 03.2020
Agent Support Representative
Anthem
08.2017 - 01.2018
Agent
Southern Harvest Insurance
07.2015 - 08.2017
Customer Service Representative
Acceptance Insurance
02.2015 - 07.2015
Solutions Specialist
Verizon Wireless
10.2007 - 10.2014
BBA - Business Management
Strayer University
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