TAMIKA STEEN
Lombard,IL
Summary
Results-driven Claims Coordinator with a successful history at Hartford Insurance Company, focusing on customer service excellence and effective conflict resolution. Skilled in staff training and operational efficiency improvements, leveraging organizational skills and software knowledge to streamline claims processes. Dedicated to enhancing client satisfaction and promoting collaborative team environments.
Overview
22
22
years of professional experience
Work History
Claims Coordinator
Hartford insurance company
Naperville, Illinois
01.2024 - 12.2024
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
- Researched records to evaluate claim validity and verify the existence of pre-existing conditions.
- Developed training materials for staff members on best practices for handling different types of claims.
- Coordinated claims processing for insurance policies and customer inquiries.
- Trained new staff on claims procedures and software usage effectively.
- Reviewed and processed insurance claims for accuracy and completeness.
- Verified policy coverage details to determine eligibility for reimbursement.
- Collaborated with other departments to resolve complex issues related to claims processing.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Supervisor
VERIZON WIRELESS
Elgin , IL
01.2003 - 12.2023
- Design and implement customer retention strategies to increase loyalty and retain business
- Collecting data about customer service trends, recording and responding to customer complaints
- Defusing escalated situations
- Individualize coaching one-on-one
- Led group coaching/training
- Live review of chat sessions for goal check-ins
- Assisted with onboarding processes
- Used professional risk management tools to analyze potential risk and mitigation strategies within company guidelines
- Assisted with training of new hires
- Helped new hires navigate through internal processes, policy and procedures
- Troubleshooting with external/internal clients to ensure an exceptional customer experience
- Answered high volume calls
- Resolved billing inquiries
- Data entry, sales, and general Tier 1 troubleshooting
- Processed orders and tracked shipments to ensure accurate delivery of merchandise
- Performed data entry tasks related to sales, returns, accounts receivable
- Assisted customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Supervised team to enhance customer retention strategies at Verizon Wireless.
- Analyzed customer feedback to identify areas for service improvement.
- Trained staff on effective communication and conflict resolution techniques.
- Implemented new processes to streamline customer service operations.
- Monitored team performance and provided constructive feedback regularly.
- Resolved escalated customer issues to ensure satisfaction and loyalty.
- Conducted regular team meetings to discuss goals and share best practices.
- Analyzed customer data to identify trends in customer behavior.
- Maintained records of all customer interactions, including notes about the resolution of each case.
Chat/ Messaging Coordinator
VERIZON WIRELESS
05.2019 - 01.2022
- Coordinated team schedules to ensure efficient workflow and coverage.
- Facilitated communication between departments to enhance project collaboration.
- Supported project management efforts through documentation and reporting tasks.
- Resolved customer complaints in a timely manner while upholding company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
Support Coach
VERIZON WIRELESS
10.2010 - 05.2019
- Guided team members in best practices for customer service interactions.
- Developed training materials to enhance onboarding processes for new staff.
- Monitored customer feedback to identify areas for improvement in support services.
- Facilitated workshops to enhance communication skills among support staff.
- Conducted regular assessments of support tools to ensure optimal performance.
- Created monthly reports summarizing the results of coaching activities, which were presented at management meetings.
- Assisted with onboarding new hires by providing them with company policies and procedures information.
- Developed and implemented individualized plans for employees based on their professional goals and objectives.
Customer Service
VERIZON WIRELESS
02.2003 - 10.2010
- Provided customer service support for all assigned accounts.
- Developed client relationships by providing quality customer service.
- Developed relationships with customers through excellent customer service.
- Provided customer service to ensure customer satisfaction.
Education
Information Technology - Cyber security
Strayer University
01.2023
Associate of Science -
Everest University
01.2013
Skills
- Leadership skills
- Organizational skills
- Software proficiency
- Customer service skills
- Interpersonal communication
- Multitasking
- Interpersonal Skills
- Invoice Generation
- Order Management
- Returns processing
- Order proofing
- SalesForce
- SAP
- ACSS
- OKTA
- Settlement determinations
- Complex claims consulting
- Forms validation
- Claims
- Documentation review
- Accident investigations
- Liability denials
- Claims processing
- Conflict resolution
- Employee training
- Regulatory compliance
Timeline
Claims Coordinator
Hartford insurance company
01.2024 - 12.2024
Chat/ Messaging Coordinator
VERIZON WIRELESS
05.2019 - 01.2022
Support Coach
VERIZON WIRELESS
10.2010 - 05.2019
Customer Service
VERIZON WIRELESS
02.2003 - 10.2010
Supervisor
VERIZON WIRELESS
01.2003 - 12.2023
Information Technology - Cyber security
Strayer University
Associate of Science -
Everest University
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