Tamala Russell
Tampa,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Insurance Agent
Allstate
10.2021 - Current
- Assist clients in understanding policy coverage, making policy changes, and facilitate claims processing.
- Manage incoming calls,emails, and inquiries, providing information on policy details, coverage and claims.
- Educate policyholders on each type of insurance coverage and provides recommendations based on their needs.
- Provide status and payment information regarding claims.
- Provide information regarding Loss History.
- Educate policyholders regarding applicable deductibles, co-insurance and out-of-pocket costs in a loss situation.
- Counsel policyholders on coverage, limits and regulations.
- Coordinate Vehicle and Home Inspections, facilitate appeals processing and provide status of appeals.
- Collaborate with underwriters and claims departments to expedite policy insurance and claims resolution.
Insurance Customer Service Specialist
Cognizant Technologies
Tampa, FL
11.2016 - 10.2021
- Assisted clients with insurance related inquires regarding benefits, claims and eligibility.
- Advised claims status and submitted readjustments requests.
- Provided efficient and courteous service to internal and external customers concerning investigation and resolution of claims.
- Resolved issues with respect to coverages, billing and eligibility by researching documentation, system information or gaining knowledge from other employees, management or departments.
- Interacted with customers, document call specifics and demonstrate quality program behaviors to create an outstanding relationship with each caller.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Worked with outside vendors as needed to answer questions or resolve issues.
Customer Service Representative II
Anthem BCBS
10.2014 - 07.2016
- Assisted clients with inquires regarding claims,benefits and eligibility.
- Analyzed claims and provided claims status to clients. Submitted request for claims adjustments.
- Evaluated benefits for each caller to determine service needs and address concerns
- Documented conversations with customers to track requests, problems and solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Claims Customer Service Representative
General Dynamics
09.2009 - 10.2014
- Provided customer service to clients regarding insurance claims, enrollment and benefits inquires.
- Researched issues and or questions escalated for researching relating to claims, premiums, enrollment and billing.
- Researched disciplinary and grievance issues and recommended optimal courses of action.
- Assisted agents with handling calls and took over escalated concerns to provide skilled solutions.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Education
Chamberlain High School
Tampa, FLSkills
- Insurance Knowledge
- Claims Evaluation
- Negotiation
- Risk Assessment
- Policy Analysis
- Legal Compliance
- Documentation
- Communication
- Time Management
- Problem-Solving
Accomplishments
- Recognized for consistently achieving high customer satisfaction scores in performance evaluations.
- Successfully increased client retention by implementing personalized policy reviews.
Certification
- Licensed Claims Adjuster License W810689
- Property and Casualty Agent License W810689
Timeline
Insurance Agent
Allstate
10.2021 - Current
Insurance Customer Service Specialist
Cognizant Technologies
11.2016 - 10.2021
Customer Service Representative II
Anthem BCBS
10.2014 - 07.2016
Claims Customer Service Representative
General Dynamics
09.2009 - 10.2014
Chamberlain High School
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