Tara Drummond
Cheshire,CT
Summary
Results-driven Customer Service Professional with 19 years in high-volume call centers and 6 years as a Claims Specialist. Skilled in active listening and needs assessment to deliver tailored solutions, streamline workflow, and enhance cross-department collaboration. Focused on improving claims accuracy while mentoring team members to foster a culture of exceptional service.
Overview
26
26
years of professional experience
Work History
Claims Specialist II
Servbank
Oswego, IL
11.2019 - 02.2026
- Processed claims, gathering documentation from clients and providers to ensure completeness.
- Collaborated with underwriting teams, assessing risks and validating claims for accuracy.
- Trained new staff on claims procedures and systems, enhancing operational efficiency.
- Supported audits by preparing necessary documentation and reports.
- Resolved claims issues through collaboration with internal departments.
- Communicated across departments to establish action plans and close open claims efficiently.
- Identified trends in rejected claims, facilitating process improvements and fraud detection.
- Performed periodic audits of closed files to ensure compliance with regulations.
Customer Service Representative 3
Webster Bank
Southington, CT
05.2000 - 08.2019
- Assisted customers in high-volume call center through phone, chat, and email channels.
- Facilitated account openings and closures, including loan and credit card applications.
- Exceeded sales goals by actively promoting bank products and services.
- Collected customer feedback to recommend product changes for improved service delivery.
- Explained financial products and applicable fees to enhance customer understanding.
- Built strong relationships with customers by providing tailored product knowledge.
- Reviewed account histories to identify trends and resolve issues effectively.
- Demonstrated expertise in identifying potential fraud and mitigating transaction risks.
Teller 1
Webster Bank
Cheshire, CT
09.2000 - 05.2001
- Delivered exceptional customer service, enhancing client satisfaction during visits.
- Assisted customers with account openings, loan applications, and financial decisions.
- Achieved sales goals by promoting bank products effectively to clients.
- Ensured facility security by monitoring behavior and following established protocols.
- Explained bank services, financial products, and associated fees to customers.
- Identified and mitigated potential fraud and transaction risks through vigilant observation.
- Processed customer transactions accurately, including deposits, withdrawals, and loan payments.
- Maintained compliance with bank regulations and security protocols throughout operations.
Education
Associate of Arts - Tourism And Travel Management
Briarwood College
Southington, CT05.1998
Skills
- Senior leadership support
- Conflict resolution
- Courteous demeanor
- Banking regulations knowledge
- Problem solving abilities
- Inbound and outbound calling
- Retail sales customer service
- High-energy attitude
- Customer relations
- Product knowledge
- Adaptive team player
- Active listening
- Call center experience
- Sales expertise
- Technologically savvy
- Office equipment proficiency
- Claims processing
- Quality control
- Multitasking
- Information verification
- Claims preparation
- Data entry
- Collaborative relationships
- Work prioritization
- Database management
- Time management abilities
- Policy update coordination
- Compliance management
- Claims auditing
- Regulatory compliance
- Customer relationship management
- Interdepartmental claims coordination
- Process improvement
- Employee training
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Documentation review
- Verbal communication
- Claims
- Organizational skills
- Goal setting
- New policies processing
- Interpersonal skills
- Claims management systems
- Claims policy review
- Multitasking
- Problem solving
- Decision-making
Timeline
Claims Specialist II
Servbank
11.2019 - 02.2026
Teller 1
Webster Bank
09.2000 - 05.2001
Customer Service Representative 3
Webster Bank
05.2000 - 08.2019
Associate of Arts - Tourism And Travel Management
Briarwood College