Viola Smith-Nelson
Summary
A customer service and or collection position which requires excellent communication skills, organizational abilities and able to utilize leadership.
Professional with strong background in claims management, prepared to make significant impact. Skilled in assessing and processing claims accurately, resolving complex issues, and ensuring customer satisfaction. Effective team collaborator with focus on achieving results and adapting to changing needs. Known for analytical thinking, communication skills, and attention to detail.
Analytical problem-solver with excellent communication skills. Effective at interviewing claimants, compiling records and documenting findings. Well-versed in insurance policies, practices and standards.
Overview
13
13
years of professional experience
Work History
Customer Service Claims Representative
Catastrophe Management Service
04.2013 - 02.2022
- Work on claims for tornadoes, hurricanes and hail storms
- Attend to all inbound calls
- Work in a call center and provide customer service
- Maintained confidentiality of patient finances, records, and health statuses.
- Followed up with customers on unresolved issues.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Processed and recorded new policies and claims.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Delivered personalized customer service, addressing policyholder concerns and clarifying coverage details.
Inbound Customer Service Banker
First Merit Bank
03.2012 - 01.2011
- Worked in a call center to provide support to customers
- Helped with accounts and navigated the online accounts
Telemarketing Representative
Infocision Corp.
03.2012 - 01.2009
- Serviced customer accounts in six or more state area, called business for renewal of the pledge for the political party
- Involved in strong sales, marketing and customer service skills, and worked in a call center
3rd Party Collections Representative
National Enterprise Systems
01.2009 - 09.2006
- Located & notified customers of delinquent accounts by mail, or telephone
- Received payments & posted amounts to customers' accounts, prepared statements to credit department if customers failed to respond
- Received inbound calls & made outbound calls on delinquent accounts along with skip tracing to locate a customer
Education
University -
Phoenix University
Cleveland, Ohio01.2019
High School -
Ellet High School
Akron, Ohio01.1996
Skills
- Microsoft Office
- Insurance Claims Review
- Claims Investigation
- Time Management
- Team Collaboration
- Data Analysis
- Decision-Making
- Flexible Schedule
- Customer Service
- Attention to Detail
- Active Listening
References
AVAILABLE WHEN REQUESTED
Timeline
Customer Service Claims Representative
Catastrophe Management Service
04.2013 - 02.2022
Inbound Customer Service Banker
First Merit Bank
03.2012 - 01.2011
Telemarketing Representative
Infocision Corp.
03.2012 - 01.2009
3rd Party Collections Representative
National Enterprise Systems
01.2009 - 09.2006
High School -
Ellet High School
University -
Phoenix University
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