Ternika Griffin
Columbus,OH
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
Work History
Advocacy Coordination Team Specialist
Sedgwick
01.2022 - Current
- Field escalated calls and claims
- Processing FMLA, Short term Disability, Workers Comp and leave of absence claim for multiple populations
- Resolve customer complaints in a timely manner while providing excellent customer service.
- Maintain a customer information database and cloud-based vendor software for related client information synchronization
Leave of Absence Coordinator, Claims Management
Sedgwick
01.2018 - 01.2022
- Assist in training in relation to claim processes and task goals for streamline resolutions for our clients.
- Helped develop new Personal Leave of Absence training program manual and update overall training experience.
- Resolve 200+ daily customer claims via online and direct portal submission, consistently exceeding targets.
- Maintain a customer information database and cloud-based vendor software for related client information synchronization
Service Center Representative, Customer Service
Sedgwick
01.2018 - 01.2018
- Enter new customer information and manage data retrieval of current customers, accurately and in a timely fashion.
- Consistently met established productivity, schedule adherence, and quality standards.
- Handled 50+ customer interactions per day, given detailed, personalized, and polite service to ensure customer satisfaction.
- Promoted to a Leave of Absence Coordinator within six months.
Multi-Unit Manager, Multiple Locations
HMS Host
01.2016 - 01.2018
- Analyze data to identify strategies for improvement of service and productivity and maintaining OSHA standards.
- Solutions building and creative problem solving for customer issues and process initiatives throughout locations.
- Perform monthly staff performance evaluations and trend goals for analytical data for monthly reviews.
- Monitor daily operations to ensure that all HMS rules and regulations are followed.
General Manager
Tim Hortons/ ColdStone Creamery
01.2011 - 01.2016
- Exhibited thorough knowledge of food, beverage, service techniques and guest interactions.
- Build and maintain partnering relationships with surrounding facilities.
- Perform monthly data trends of payment processing issues, transmittals banking deposits and errors.
- Performed quarterly reviews and annual performance appraisals for all members of the team
Education
General Educational Diploma -
South-Western Career Academy
Grove City, OhioSkills
- Microsoft Office Applications
- 55 WPM Typist
- Workday
- Juris
- TAM
- Claim Capture
- Team motivation
- Feedback delivery
- Workflow optimization
- Cross-functional coordination
- Multitasking and prioritizing
- Problem-solving
Accomplishments
- Achieved high audit scores by completing claim processing with accuracy and efficiency.
- Conflict Resolution - Responsible for handling client account inquiries, accurately providing information to ensure resolution of service complaints and customer satisfaction.
AREAS OF EXPERTISE
- Customer Service Management
- Training and Program Development
- Talent Development
- Customer Satisfaction Enhancement
- Front-End Supervisor
- Process Improvement and Initiatives
Timeline
Advocacy Coordination Team Specialist
Sedgwick
01.2022 - Current
Leave of Absence Coordinator, Claims Management
Sedgwick
01.2018 - 01.2022
Service Center Representative, Customer Service
Sedgwick
01.2018 - 01.2018
Multi-Unit Manager, Multiple Locations
HMS Host
01.2016 - 01.2018
General Manager
Tim Hortons/ ColdStone Creamery
01.2011 - 01.2016
General Educational Diploma -
South-Western Career Academy