Highly organized, resourceful, and accomplished administrative professional with 15 + years of customer service experience. Considered by management and peers as highly creative, results-oriented, and solution focused. Team Building, Motivational, Strategic Planning, Leadership skills, Interpersonal skills, and the ability to effectively communicate with all levels of the business/organization.
Overview
225
225
years of professional experience
1
1
Certification
Work History
Travel Claims Examiner
Berkshire Hathaway Specialty
11.2023 - 07.2224
Plans and conducts investigations of claims: including such activities as interviewing insureds and claimants, collecting and evaluating appropriate documentation
Assesses policy coverage for submitted claims and notifies the insured of any issues; determines and establishes reserve requirements, adjusting reserves, as necessary, during the processing of the claim
Reduced claim processing time by implementing efficient workflow strategies and prioritizing tasks effectively
Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information on claim status
Maintained detailed records of all claims
Finalized travel files for insurance claim payment release
Investigated and processed (currency) insurance claims for policyholders.
Directed claims negotiations within allowable limit of $30,000 + and supported successful litigations for advanced issues.
Purchasing Power
Bankruptcy Specialist
09.2022 - 10.2023
File documents with bankruptcy courts within expected timeframes to prevent delays
Answer telephone calls and email messages within 72-hour period
Communicate pertinent information to clients via phone, email, and mail
Researched statutes
Revise and finalized letters, briefs, and memos
Eliminate customer service issues by quickly resolving disputes and correcting problems
Train, and evaluated workers
Perform paperwork required for monetary transactions
Listen effectively and used issue resolution skills to efficiently handle guest complaints and promote brand loyalty
Follow policies, procedures, continuous quality improvement objectives and safety and environmental practices to promote workplace efficiency
Stay current with latest changes to applicable regulatory standards and company procedures
Assist investigation and risk management teams with fraud investigations and risk identification.
Bankruptcy Specialist/Deficiency Collector
US Auto Sales
05.2021 - 09.2022
Review bankruptcy plans and evaluate new bankruptcy accounts
Managed reaffirmation agreement and proof of claims paperwork
Handled 30+ voluntary surrender requests
Respond to debtor inquiries by telephone and email
Assign vehicle out for repossession and mail letters certified mail
Update account status once vehicle has been repossessed
Answer bankruptcy-related questions by telephone and e-mail
Maintain bankruptcy plan and proof of claims
Address legal actions through attorney networks
Manage assigned portfolio, keeping current on follow-up communication
Oversaw a diverse caseload, managing competing deadlines and priorities with minimal supervision, ensuring timely and effective case resolutions
Maintained strict adherence to regulatory guidelines, ensuring full compliance with federal and state bankruptcy laws
Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers
Contacted customers to discuss payment schedules and set up or immediately process payments
Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers
Contacted customers to discuss payment schedules and set up or immediately process payments
Negotiated with account holders to devise repayment plans and minimize collections receivables
Receive inbound calls on delinquent accounts and insurance claims
Receive and post payment to client accounts
Advise and follow-up with clients on unpaid accounts
Completes required reports, records and other documentation as required
Manage Indian team on auto sales
Research documents for buy back and auto sales of vehicles
Send requested files to Auto Vest, Plaza and First Financial for purchase of portfolio
Fraud Claims Crime Specialist II
Wells Fargo
08.2019 - 05.2021
Detect and understand pattern of Fraud
Develop skills in time management, diligence, quality assurance, and problem-solving
Detect and minimize potential losses, originating from fraudulent and improper use of Credit/Debit Cards
Ensure case work is documented appropriately in all applicable systems
Monitor account activities for account takeover and/or identity theft
Respond to inquiries from members, internal staff, and/or external parties
Ensure compliance with Regulations E and Z while working fraud claims
Prepare reports and assists management in identifying ways to reduce fraud
Enhanced AML/KYC compliance by conducting thorough customer due diligence and risk assessments.
Will take customer calls of inquire related to the fraud process
Payment Scheduling.
Conducted comprehensive research on clients'' backgrounds, verifying identities and assessing risks for potential financial crimes.
Streamlined onboarding processes for new clients, reducing turnaround time and improving client satisfaction.
Performed periodic reviews of existing client files, ensuring continued adherence to AML/KYC requirements.
Identified potential suspicious activity by performing transaction monitoring and escalating cases for further investigation.
Developed key performance indicators to measure the effectiveness of AML/KYC processes and identify areas for improvement.
Managed complex investigations with multiple stakeholders, resulting in successful resolution of compliance issues.
Collaborated with global teams to ensure consistent application of AML/KYC standards across all business units
Reduced false positive alerts by refining transaction monitoring rules based on historical data patterns.
Lead Coordinator
US Health Works
02.2000 - 12.2018
Insurance Verification
Serves as a liaison between clinical staff, referring offices, and patients
Covered daily office workloads through effective staffing and resource coordination
Developed and enhanced policies covering administrative processes
Trained new team members in Rock and AS-400
Prepared reports of findings of investigation
Oversaw paper contracts and digital files to ensure company policy adherence and full regulatory compliance
Reviewed and understand contract plans and specifications
Established protocols for drug testing and physical examinations for clinical use
Initiated and analyzed research on discrepancies with patient registration, insurance verification and billing issues
Set up insurance profiles, collecting and verifying data for smooth billing processes