Summary
Overview
Work History
Education
Skills
Timeline
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Terry Peck

Satsuma

Summary

Dynamic Claim Data Specialist at Aetna with proven leadership in enhancing claims processing efficiency. Expert in problem-solving and data analysis, I successfully managed a team of 23, resolving complex issues and ensuring compliance. Recognized for delivering actionable feedback and fostering a culture of excellence in customer service.

Overview

20
20
years of professional experience

Work History

Claim Data Specialist

Aetna
12.2014 - Current
  • Directed a team of 23, significantly enhancing claims processing efficiency.
  • Tracked system performance metrics, identifying potential issues before escalation.
  • Executed audits on claim accounts, ensuring compliance and accuracy.
  • Delivered constructive feedback based on reviewed metrics for performance enhancement.
  • Managed escalated claim issues, resolving complex customer challenges effectively.
  • Supported the team in addressing pre- and post-pay errors efficiently.
  • Produced comprehensive reports on SIMS for monitoring performance and quality assurance.
  • Addressed quality issues promptly, communicating results to all relevant stakeholders.

Tax Sale Representative

Alorica (Temporary Account)
06.2014 - 09.2014
  • Executed outbound calls to clients interested in tax school enrollment.
  • Provided customer service by answering product and service related questions.
  • Processed registrations and collected payments for new students.
  • Resolved logon issues with Compass program essential for tax school completion.

Customer Service Representative

United Healthcare
12.2013 - 01.2014
  • Educated clients on enrolled benefits to enhance understanding and utilization.
  • Updated client accounts to accurately address benefit inquiries.
  • Adjusted client profiles to capture any significant changes.

Customer Care Manager/Monitoring Specialist

AT&T
07.2012 - 10.2013
  • Monitored alarm signals from client systems to ensure prompt issue resolution.
  • Partnered with on-site technicians to enroll clients and address technical challenges.
  • Resolved technical issues identified in alarm systems to maintain operational integrity.
  • Tracked client feedback to enhance service delivery and support improvements.

Customer Support Representative

Alorica (Temporary Account)
01.2012 - 04.2012
  • Assistance clients with incoming chats regarding tax software issues or online program issues
  • Update client accounts with technical situations
  • Assist clients calling into center regarding tax software issues/online program

Customer Support Representative

AT&T
08.2011 - 10.2011
  • Assisted clients with billing inquiries related to wireless accounts via incoming calls.
  • Updated client accounts to address billing questions and process payments.
  • Provided support for clients encountering tax software issues or requiring assistance with online programs.

Technical Support Manager

Alorica
12.2005 - 04.2011
  • Facilitated resolution of escalated connectivity issues for agents handling technical support calls.
  • Assisted agents with incoming technical support calls, enhancing service efficiency.
  • Generated reports to analyze agent performance metrics and provide constructive feedback.
  • Developed documentation for write-ups, raises, and terminations to streamline administrative processes.

Education

Bachelors of the Arts - Forensic Psychology

Southern New Hampshire University
Manchester, NH
09.2025

Masters of Science - Business Administration

Southern New Hampshire University
Manchester, NH
12.2017

Bachelors - Technical Management

DeVry University
10.2011

Skills

  • Team leadership and management
  • Customer service excellence
  • Problem solving strategies
  • Effective communication skills
  • Microsoft Word proficiency
  • Excel data analysis

Timeline

Claim Data Specialist

Aetna
12.2014 - Current

Tax Sale Representative

Alorica (Temporary Account)
06.2014 - 09.2014

Customer Service Representative

United Healthcare
12.2013 - 01.2014

Customer Care Manager/Monitoring Specialist

AT&T
07.2012 - 10.2013

Customer Support Representative

Alorica (Temporary Account)
01.2012 - 04.2012

Customer Support Representative

AT&T
08.2011 - 10.2011

Technical Support Manager

Alorica
12.2005 - 04.2011

Bachelors of the Arts - Forensic Psychology

Southern New Hampshire University

Masters of Science - Business Administration

Southern New Hampshire University

Bachelors - Technical Management

DeVry University

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