Tammy Harris-Thomas
Midland,GA
Summary
An energetic, enthusiastic and customer focused professional with 18+ years of experience in relationship management and conflict resolution. Possess strong communication skills as well as the ability to quickly analyze strategize and find a resolution to the customer challenge that is mutually beneficial. Proactive Account Service Specialist III with extensive experience in customer service and account management. Expert in resolving customer inquiries, analyzing data for service improvement, and ensuring compliance with insurance regulations. Strategic thinking, and analytical problem-solving, bringing a goal-oriented approach to enhance client satisfaction and loyalty. Strong suited at working 100% remote.
Overview
19
19
years of professional experience
Work History
Account Service Specialist III
Aflac
Columbus, GA
12.2005 - 10.2024
- Provided exceptional customer service, resulting in high levels of client satisfaction and loyalty.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintains expert level knowledge over products, new, and existing clients' issues and needs.
- Researches and analyzes data to address new and existing customer services issues, interpret policy provision, and determines most effective response.
- Verifies enrollment status and determines eligibility for new and upgrade in coverage.
- Ensures accuracy and timeliness of the clients' request.
- Uses professional skills and concepts to solve a variety of new and existing client challenges.
- Calculates and balance premiums.
- Reinstate terminated policies with the reinstatement period.
- Ensures applications meet state specific Department of Insurance regulations for new business and conversions; including associate information, plan codes, and underwriting guidelines.
- Researches error codes and makes necessary corrections; issue or pend applications as appropriate.
- Interacts with other business units and field associates as necessary to resolve issues and inquires.
- Make self readily available for internal and external customers and contacting customers to stay abreast of any changes, needs, etc.
Education
Business Management
American InterContinental University
Buckhead, GASkills
- Medical and company terminology
- Excellent interpersonal skills to effectively interact with internal and external customers
- Strong oral and written communication
- Account planning
- Goal Oriented Approach
- Problem-Solving
- Employee Coaching and Mentoring
- Multitasking Abilities
- Quality Assurance
- Database Management
Accomplishments
- Aflac Bright Idea Award
- Aflac Way Honors
- Most Valuable Team Member
- Received Gold Feather
- Top Production Award
Alac Bright Idea Award
Recognized for an innovated idea that was implemented that lead to quality improvements and impacted the company processes.
Timeline
Account Service Specialist III
Aflac
12.2005 - 10.2024
Business Management
American InterContinental University