Stephanie Waddell
Summary
Solutions oriented professional with a proven knowledge of Recruiting, Sourcing, Conflict Resolution, Customer Communications, and Multi-Site Call Center Management To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Auto Claims Adjuster
National General Insurance Company (Remote)
09.2022 - Current
- Investigate property damage or auto damage
- Gather information from sources, such as police reports
- Prepare reports for use by Claims Examiners
- Investigate questionable claims for fraud
- Consult with specialists such as lawyers, engineers, architects and physicians
- Compile reports of investigation findings
- Assist attorneys and other specialists when defending the company against contestation.
- Documented all findings in concise reports.
Healthcare Recruiter
CVS-Sevenstep, BPO (Remote)
10.2022 - 02.2023
- High level recruiting for a Fortune 4 company
- Maintained close contact with both clients and candidates to ensure both sides get timely and helpful feedback
- Conducted task analyses to create job duties and requirements for job openings
- Kept the companies internal database updated through timely reports and assessments.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
Medical Reviewer/Benefits Call Center Manager
CVS Health (REMOTE)
04.2020 - 07.2021
- First call resolution, and interpret and explain information such as eligibility requirements, application details, filing, payment methods, and applicants' legal rights
- De-escalating customers through proper channels.
- Compile, record, and evaluate personal and financial data in order to verify completeness and accuracy, and to determine eligibility status for Medicare, Medicaid, and other health plans.
- Assess eligibility of potential subjects through methods such as screening interviews, reviews of medical records, and discussions with physicians and nurses
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
Customer Service Rep Manager
ATT (Remote)
01.2020 - 01.2021
- Manage a team of customer service representatives and provide mentorship, coaching, and training to ensure high-quality customer service
- Oversee the day-to-day operations of the customer service department, including call center, email, and chat support
- Develop and implement customer service processes, policies, and procedures to ensure efficient and effective support
- Analyze customer feedback, call center metrics, and other performance data to identify trends, areas for improvement, and opportunities for growth
- Work closely with cross-functional teams, such as product, sales, and marketing, to identify and resolve customer issues and drive customer satisfaction.
- Measured and improved customer satisfaction through feedback surveys and analysis.
Bartender
Don Halls
01.2018 - 03.2020
- Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff
- Use better judgement while making decisions and assisting guests with alcoholic purchases
- Check with customers to ensure that they are enjoying their meals and take action to correct any problems
- Served high customer volumes during special events, nights, and weekends.
Mental Health Technician/Records Reviewer Northeastern
Northeastern Center
01.2018 - 05.2019
- Monitor patients' physical and emotional well-being and report unusual behavior or physical ailments to medical staff via email, software, and other office equipment
- Observe and influence patients' behavior, communicating and interacting with them and teaching, counseling, or case management
- Encourage patients to develop work skills and to participate in social, recreational, or other therapeutic activities that enhance interpersonal skills or develop social relationships
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
Server/Bartender
Mad Anthony Brewing Company
01.2015 - 05.2018
- Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required
- Present menus to patrons and answer questions about menu items, making recommendations upon request
- Explain how various menu items are prepared, describing ingredients and cooking methods
Education
Associate of Applied Science - Business Management
Baker College
Skills
- Customer Inquiries
- Liability Determinations
- Settlement Determinations
- Multi-Line Phone Systems
- Customer Relations
- Conflict Mediation
- Medical Insurance
- [CRM Software Expert
- HIPAA Compliance
Timeline
Healthcare Recruiter
CVS-Sevenstep, BPO (Remote)
10.2022 - 02.2023
Auto Claims Adjuster
National General Insurance Company (Remote)
09.2022 - Current
Medical Reviewer/Benefits Call Center Manager
CVS Health (REMOTE)
04.2020 - 07.2021
Customer Service Rep Manager
ATT (Remote)
01.2020 - 01.2021
Bartender
Don Halls
01.2018 - 03.2020
Mental Health Technician/Records Reviewer Northeastern
Northeastern Center
01.2018 - 05.2019
Server/Bartender
Mad Anthony Brewing Company
01.2015 - 05.2018
Associate of Applied Science - Business Management
Baker College
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