Tammi Raye Smith
Pontiac,MI
Overview
30
30
years of professional experience
Work History
DISABILITY REPRESENTATIVE, Sr.
Sedgwick CMS
01.2005 - Current
- Resolve customer inquiries, complaints and service issues with professionalism and empathy.
- Identify root causes and deliver quality solutions.
- Determines benefits due and make timely payments.
- Informs claimants of documentation required to process claim, required time frames, payment information and claim status by phone, written correspondence and email communication.
- Maintains quality assurance program to support the Total Performance Management initiative.
CASE SPECIALIST II
MetLife – General Motors National Benefit Center
07.1998 - 12.2004
- Develop action plans for online claims management.
- Receive and respond to inquiries from GM employees and benefit representatives regarding GM sickness & accident and workman’s compensation benefits.
- Conduct problem resolutions with the use of electronic systems, employee records and other resources.
- Demonstrate overall knowledge of contract or plan provisions.
- Review and administer payments that are payable on GM employee claims.
- Oversee eligibility of sickness & accident claims versus workman’s compensation
CUSTOMER SERVICE SUPERVISOR
Oakland Press
10.1995 - 07.1998
- Monitoring and tracking call production for quality customer service.
- Development customer service incentive programs to enhance employee morale.
- Maintain a 3% abandon call ratio.
- Assisting representatives with calls that need the assistance of management.
- Responsible for training, scheduling and coaching staff.
Education
Associates Degree - Business Management
Skills
- Strong customer service and organizational skills
- Excellent ability working within a team
- Goal-oriented mindset
Timeline
DISABILITY REPRESENTATIVE, Sr.
Sedgwick CMS
01.2005 - Current
CASE SPECIALIST II
MetLife – General Motors National Benefit Center
07.1998 - 12.2004
CUSTOMER SERVICE SUPERVISOR
Oakland Press
10.1995 - 07.1998