TANYA FIELDS
CLAIMS SUPPORT SPECIALIST
Tampa,FL
Summary
Highly qualified and results-driven professional demonstrating solid interpersonal, communication, and problem-solving skills. Adaept at providing exemplary customer service, coaching, and mentoring employees, and achieving all company goals and objectives. Energetic and goal oriented with an impressive performance record and well-rounded background in optimizing employee performance.
Overview
21
21
years of professional experience
1
1
Certificate
25
25
years of post-secondary education
Work History
Claims Support Specialist-CP2
Progressive
Tampa, Fl.
10.2016 - Current
- Prioritized daily workload on assigned work to ensure a specified turnaround time objective was met and maintained
- Adhered to all company standards while handling high transaction volumes
- Answered calls promptly and efficiently in a team base environment
- Resolves routine questions and problems and refers more complex issues to leadership
- Assist with other teams tasks when needed
- Train, mentor and coach new employees on the team and existing employees to prepare them to provide excellence service
- Train other employees outside of FAST and Leadership on different tasks
- Assist with writing new processes on existing tasks within our Fast Litigation team
- Interacts by phone and mail with multiple internal and external contacts such as customers, medical providers, and attorneys.
Customer Service Representative
TransAmerica
St. Petersburg, FL
12.2014 - 10.2016
- Respond to email and telephone inquiries providing quality service to Sales Agents inquiring about requirements that are needed for the case to be approved as Life Insurance policies
- Update cases premium, face amounts, riders, name corrections, and other changes to the cases that are requested by the Sales Agents
- Mentor to new employees to prepare them to provide excellence service to our Sales Agents
- Listen attentively to caller needs to ensure positive customer experience
- Process incoming and outgoing mail, using automated workflow system
- Speak with clients regarding service request or problems documenting, evaluating, and resolving customer’s inquiries
Customer Care Associate
Health Plan Services
Tampa, FL
05.2013 - 05.2014
- Managed through phone and email - all client issues and solved problems, using effective communication skills to strive for single-call resolution
- Handled agent inquiries and complex claim issues
- Worked with customer service manager to ensure proper customer service is being delivered
- Followed thought-out, effective internal process of understanding the issues while finding a solution in a multi-tasking environment while simultaneously communicating with the customer
- Handled many calls each day with an enthusiastic voice and attitude
- Answered all calls promptly and efficiently in a team-based environment
- · Mentor and coach new employees to prepare them to provide excellence service to customers
Account Specialist/Analyst
Metlife
Tampa, FL
07.2000 - 10.2012
- Prioritized daily workload on an assigned block of business to ensure a specified turnaround time objective was met and maintained
- Identified and recommended new procedures to provide efficiencies in administering out business
- Corrected system generated error reports
- Handled customer referrals from call center and key contact for the call center on escalated issues
- Maintained all reports and processed high volume transactions on a daily basis
- Adhered to all company standards while handling high transaction volumes on a daily basis
- Educated customers on the operational aspects of their benefit program premium at the group level
- Researched and resolved complex billing issues from call center, Account Specialist offshore billing team, sales, and brokers
- Educated sales teams on the operational aspects of benefit program premium at the group level
Education
High School Diploma -
Middleton Adult High School
Skills
Microsoft Officeundefined
Certification
ADJUSTER 6-20 LICENSE
Timeline
ADJUSTER 6-20 LICENSE
08-2019
Claims Support Specialist-CP2
Progressive
10.2016 - Current
Customer Service Representative
TransAmerica
12.2014 - 10.2016
Customer Care Associate
Health Plan Services
05.2013 - 05.2014
Account Specialist/Analyst
Metlife
07.2000 - 10.2012
High School Diploma -
Middleton Adult High School
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