Suzanne O'Guinn
Albuquerque,NM
Summary
Professional Claims Associate with a robust 23-year tenure with a large insurance company. Distinguished for enhancing customer satisfaction through expert conflict resolution and interpersonal communication. Leveraged meticulous documentation research and creative problem-solving skills to streamline claims processes, achieving efficient, detailed-oriented results and fostering strong vendor relationships. Results-driven individual with a proven track record of successfully resolving a wide range of claims cases. Proven ability to manage multiple cases simultaneously, build strong relationships with clients and handle sensitive information discreetly.
Overview
25
25
years of professional experience
Work History
CLAIMS ASSOCIATE
Farmers Insurance Claims Office
10.2000 - 09.2023
- Verified details with policyholders and requested additional information
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times
- Reviewed documentation and accounts to gain full picture
- Managed asset recoveries for claims, including salvage and subrogation
- Negotiated settlements for uncomplicated claims in accordance with actual company liability
- Utilized advanced problem-solving capabilities to investigate discrepancies,identify root causes and implement corrective actions.
- Developed strong customer service skills to effectively communicate with clients and resolve complex issues.
- Proficiently process payments for all types of claims in accurate and timely manner.
- Efficiently managed a high volume of claims in accordance with company policy and procedures.
- Cultivated relationships with external vendors to facilitate prompt resolutions of client inquiries.
- Maintained up-to-date knowledge on relevant laws, regulations, policies and procedures associated with insurance claims processing.
- Received approximately 50-60 calls a day from medical providers and third party billing companies in relation to injury claims.
- Attached information and documentation to claim files.
- Provided customer service, such as limited instructions on proceeding with claims and referrals to auto repair facilities and local contractors.
- Transmitted claims for payment and further investigation.
- Composed business correspondences for supervisors, managers and attorneys.
CUSTOMER SERVICE CASHIER SUPERVISOR
Linens & Things
01.1999 - 01.2000
- Greeted customers and responded to requests for information
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution
- Called for backup cashiers during peak times to minimize wait time for customers
- Trained employees on cash drawer operations and customer service protocols to carry out assigned tasks
- Resolved customer problems by investigating issues, answering questions and building rapport
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Developed strong customer relationships to encourage repeat business.
Education
DIPLOMA -
Aztec High School
Skills
- Customer Service
- Efficient and Detail-Oriented
- Interpersonal Communication
- Claims
- Documentation Research and Reporting
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Time Management
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Responding to Difficult Customers
Timeline
CLAIMS ASSOCIATE
Farmers Insurance Claims Office
10.2000 - 09.2023
CUSTOMER SERVICE CASHIER SUPERVISOR
Linens & Things
01.1999 - 01.2000
DIPLOMA -
Aztec High School
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