Wendy Napper
Columbia,SC
Summary
Dynamic professional with a proven track record at Colonial Life Insurance, enhancing customer satisfaction and streamlining claims processes. Expert in policy interpretation and claims evaluation, coupled with exceptional problem-solving and interpersonal skills. Achieved significant improvements in client relations and operational efficiency, demonstrating adaptability and a commitment to excellence.
Energetic and compassionate individual with passion for helping others and fostering positive environment. Possesses solid understanding of child development principles and strong organizational and communication skills. Dedicated to making meaningful impact by creating engaging and supportive experiences for participants.
Transitioning from background in youth-focused environment, bringing strong communication and organizational skills. Developed expertise in planning and leading activities, ensuring safe and supportive atmosphere. Seeking to leverage these skills in dynamic new role, contributing to team success and community engagement.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
23
23
years of professional experience
1
1
Certification
Work History
VBS Volunteer
Colonial Life Insurance
07.2014 - Current
- Improved customer satisfaction by providing timely and accurate claim updates throughout the process.
- Managed high-volume caseloads, maintaining organization and attention to detail for each individual case.
- Assisted policyholders in understanding their coverage options, guiding them through the claims process stepbystep.
- Collaborated with medical professionals to verify treatment plans and ensure proper reimbursement levels.
- Developed positive relationships with clients, maintaining open lines of communication for prompt issue resolution.
- Examined claims forms and other records to determine insurance coverage.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Researched claims and incident information to deliver solutions and resolve problems.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Followed up with insured individuals regarding premium and deductibles payments.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Enhanced team productivity with consistent coaching, training sessions, and performance evaluations.
A&H Benefits Specialist
Colonial Life Insurance
02.2007 - 07.2014
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
- Processed employee life event changes, ensuring timely updates to benefits and coverage for qualifying events such as marriage or the birth of a child.
Policyholder Svcs Rep
Colonial Life Insurance
06.2002 - 02.2007
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Provided valuable input resulting in new opportunities for growth and development.
- Collaborated with team members to achieve monthly sales targets.
Education
No Degree - Accounting
Midland Technical College
Columbia, SCHigh School Diploma -
Colegio Nuestra Senora Del Pilar
Caracas Venezuela06-1987
Skills
- Flexibility
- New employee enrollment
- Customer support
- Safety awareness
- Healthcare benefits
- Customer relations
- Claims investigation
- Policy interpretation
- Financial acumen
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Insurance policy knowledge
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
- Customer service and support
- Organizational skills
- Team collaboration
- Team leadership
- Decision-making skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Claims
- Decision-making
- Workload prioritization
- Teamwork skills
- Claims processing
- Team building
- Claims adjustment
- Claims evaluation
- Verbal communication
- Relationship building
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Goal setting
- Risk assessment
- Professionalism
- Written communication
- Adaptability
Accomplishments
- Resolved product issue through consumer testing.
- Achieved goals through effectively helping with quality and quantity.
- Achieved great results through effectively helping with the project management tasks.
Certification
- Anatomy certification
- Medical Coding Certification
- Customer Service Certification
Aspire 2004
Aspire attendees are selected based on the core values of the company. I was selected to attend Aspire based on my contributions to the company and upholding the core values of Colonial Life.
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
VBS Volunteer
Colonial Life Insurance
07.2014 - Current
A&H Benefits Specialist
Colonial Life Insurance
02.2007 - 07.2014
Policyholder Svcs Rep
Colonial Life Insurance
06.2002 - 02.2007
- Anatomy certification
- Medical Coding Certification
- Customer Service Certification
No Degree - Accounting
Midland Technical College
High School Diploma -
Colegio Nuestra Senora Del Pilar
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