Vanessa Hansken
Forney,TX
Summary
Dedicated business professional with a passion for leading and developing people, combined with extensive experience in insurance claims. I excel in resolving challenges with innovative solutions, systems, and process improvements proven to increase efficiency and customer satisfaction. Consistently upholds high work standards and ethics and adapts quickly to a wide variety of tasks to meet business needs. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Performance Development Coach -Quality M&P Process
AT&T
01.2022 - 07.2024
- I coached and developed center management (L1 and L2) on process management and improvement
- Identified and evaluated performance against process requirements and aligned performance improvement shortfalls
- Managed customer service directives relating to policies and procedures
- Connected and made recommendations for process improvement and alignment
- Developed, designed, and delivered curriculum, communications, and training course materials to center management on Leadership Academy and leadership principles
- Assisted center leadership with decisions and recommending solutions to root causes of problems
- Confer with staff on the use of re-engineering techniques to improve process performance and product quality
- Analyzes data to identify customer needs, and provided guidance and assistance to department staff
- Maintain operational knowledge associated with the area of responsibility
- I observed center leadership coaching tactics through triads for both frontline and above
- I have developed back-end scoring for manager effectiveness based on the input of coaching forms.
- Provided feedback to coaches to improve teaching techniques and increase drive to succeed.
- Developed and maintained network of professional resources to refer clients to.
- Facilitated group coaching sessions and provided individual coaching support.
Manager Quality/Process/M&P (Mobility Technical Support)
AT&T
08.2017 - 12.2021
- Connection Award Winner – driving the customer experience & New Hire nesting plan creation
- Created outlier reporting – developing specific macros and ultimately had the report placed into Power BI
- Collaborated and reviewed with L&D current new hire training
- Host calibration sessions for multiple leaders to listen for current trends and identify root causes regarding repeats, and unresolved calls
- In support of business objectives, identified and developed applicable tools, methods, and systems to ensure continuous performance improvements
- Identified which methods and processes are inhibiting effectiveness in our line of business
- Identified and evaluated performance against process requirements and aligned improvement to performance shortfalls
- Consulted with leadership on process management and improvement
- Identifies and makes recommendations for process improvements.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Leveraged data and analytics to make informed decisions and drive business improvements.
CS-Team Manager Attendance Support (ATS Voice& Chat)
AT&T
04.2015 - 07.2017
- Recognized in 3rd QTR 2016 for balanced performance as I held both Attendance and Quality in a dual role for approx
- 9 months
- Worked to improve attendance, supported two different call centers/lines of business, and raised from worst AADPE (annualized absence days per employee) to #1 and #3 AADPE mobility centers Developed training for other attendance managers to help, them improve AADPE and navigate JA and Leave
- Managed all job accommodations and specialty requests working with JA ERM (Job Accommodation Employee Relation Manager), including specialized equipment for a low-sighted employee and assistance with retraining with new equipment
- Specialty investigations working with internal fraud and investigations for time theft, FMLA fraud, leave fraud.
Sr, Analyst Quality Assurance (ATS Bothell & Evansville)
AT&T
08.2012 - 03.2015
- Team lead – Bothell developed SharePoint to track and manage data for callbacks through a customer-based survey system
- Reviewed and delivered team member performance, development, and discipline
- Called customer red alert feedback inquiries, provided additional troubleshooting needed to resolve, entered feedback on resolved calls, and entered for TMs to coach back to their agent.
Advanced Technical Support
AT&T
11.2010 - 08.2012
- Troubleshooting: voice, data, and messaging on mobile voice and data devices
- Participated in PEER forums that network with other departments to find resolutions and increase process improvement
- Called upon to work special projects of varying degrees by leadership, and offline ticket team, troubleshooting more complex network coverage and outages, returning escalated customer calls and resolving device issues that may not have been resolved by the original representative.
Claims Representative
Unigard Insurance Group
04.2009 - 07.2010
- I conducted and coordinated loss investigations on all assigned claims both commercial and personal lines
- I negotiated the settlement of claims within file authority
- Document all activities of the claims
- Assist in the control of independent vendors
- Recommend further action when activities of the claim exceed authority limits and respond to arbitration
- Review reserves on all assigned claims and recommend changes where necessary
- I performed coverage investigations; wrote reservation of rights letters, and first-party coverage denials
- Settle total losses
- Negotiate and settle simple injury losses.
- Worked productively in fast-moving work environment to process large volumes of claims.
Claim Representative II
Response Insurance Company
04.2007 - 04.2009
- Investigated loss for coverage, liability, injury, and damages
- Coordinated as necessary with vendors, such as IME, IA, SIU
- Extensive communication via telephone and written correspondence
- Filed Arbitration responses, Maintained PIP files including scheduling IME's, monitoring injury recovery progress, working with medical providers, and bill review looking for ICD 9 Coding and CPT accuracy
- Working with medical providers to obtain the necessary documentation for bill review and payment
- Evaluated and settled total losses
- Coverage investigations including 1st party coverage denials, and reservation of rights letters
- Negotiate the settlement of 1st party UIM/UM BI and 3rd party BI including work with outside counsel and stakeholders to settle losses as appropriate i.e
- Attorney represented claims.
Claims Examiner, and other claims-related roles
Safeco Insurance
09.1999 - 04.2007
- Review new claims for coverage and liability and write or revise the brief description of loss to ensure that it accurately reflects the actual circumstances
- Assess policy coverage for submitted claims and notify the insured of any issues; determine and establish reserve requirements, adjusting reserves, as necessary, during the processing of the claim
- Plan and conduct investigations of claims to confirm coverage and to determine liability, compensability, and damages
- Review facts for subrogation potential and submit claims as necessary to the subrogation staff to assist in recovery
- Evaluated claims for potential fraud and makes referrals to the Special Investigations Unit as appropriate
- Assessed actual damages associated with claims and conducted negotiations, within assigned authority limits, to settle claims
- Alerted underwriting, marketing and/or risk management regarding questionable risks encountered to ensure that potential hazards are documented.
Education
Nanodegree in Business Analytics -
Udacity
BS-Human Resource Management -
Western Governor’s University
12.2024
Skills
- Leadership & Team Development
- Insurance Claims Management
- Documentation/Correspondence
- Critical Thinking
- Stakeholder Communication
- High Functionality in Fast-Paced Environments
- Methods & Procedures
- Global Collaboration
- Process Management
- Best Practices
- Meeting &Event Planning
- Relationship Management
- Strategic Planning
- Business Case Development
- Staff Development & Training
- Vendor Communication
- Analytics
- Knowledge of Customers
- Written and verbal communication
- Industry Trends
- Operations Management
- Group facilitation
- Team Development
- Performance Evaluation
- Program Leadership
- Compliance Management
- Verbal and written communication
- Group leadership
Certification
- Six Sigma: White Belt Training (AT&T)
- Web Accessibility Training
Affiliations
- SHRM - Member
Timeline
Performance Development Coach -Quality M&P Process
AT&T
01.2022 - 07.2024
Manager Quality/Process/M&P (Mobility Technical Support)
AT&T
08.2017 - 12.2021
CS-Team Manager Attendance Support (ATS Voice& Chat)
AT&T
04.2015 - 07.2017
Sr, Analyst Quality Assurance (ATS Bothell & Evansville)
AT&T
08.2012 - 03.2015
Advanced Technical Support
AT&T
11.2010 - 08.2012
Claims Representative
Unigard Insurance Group
04.2009 - 07.2010
Claim Representative II
Response Insurance Company
04.2007 - 04.2009
Claims Examiner, and other claims-related roles
Safeco Insurance
09.1999 - 04.2007
Nanodegree in Business Analytics -
Udacity
BS-Human Resource Management -
Western Governor’s University
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