Tara Pollins
Orlando
Summary
Demonstrates excellent problem-solving abilities and effective communication techniques. Developed a strong client support and resource coordination skills in a fast-paced environment. Energetic and empathetic individual with natural ability to connect with and support clients. Possesses solid understanding of client assessment and resource coordination, coupled with strong communication and organizational skills. Committed to making a positive impact by effectively managing cases to improve client outcomes. Seeking to transition into new field to leverage and expand these skills for impactful client-focused work.
Overview
7
7
years of professional experience
Work History
Case Manager
Sedgwick
10.2020 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Assigned new injured clients claims and tasks to nurses.
- Partnered with multiple nurses to obtain medical records for claims.
- Monitored ongoing cases closely, adjusting case management strategies as needed .
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Loyalty Program Associate
Hyatt
01.2022 - 12.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and making reservations online, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Representative
Sedgwick
01.2018 - 10.2020
- Handled calls for workers compensation , disability and FMLA claims.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Partnered with case adjuster's and employers to obtain needed information on claims.
Education
Bachelor of Science - Sociology
University of Central Florida
Orlando, FL01-2021
Associate of Arts - Sociology
Valencia College
Orlando, FL03-2018
Skills
- Problem-solving
- Time management
- Active listening
- Organization and multitasking
- Documentation and reporting
- Critical thinking skills
- Positive attitude
- MS office and Excel experience
- Team collaboration
- Verbal and written communication
- Attention to detail
- HIPAA compliance
Accomplishments
- Collaborated with team of seven in the development of Telephonic case manager board.
Timeline
Loyalty Program Associate
Hyatt
01.2022 - 12.2024
Case Manager
Sedgwick
10.2020 - Current
Customer Service Representative
Sedgwick
01.2018 - 10.2020
Bachelor of Science - Sociology
University of Central Florida
Associate of Arts - Sociology
Valencia College
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