Yolanda Nelson

• Resolved escalated issues from customers in a timely manner.
• Developed strategies to improve customer experience and increase loyalty.
• Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates.
• Created personalized communication plans for key accounts based on individual needs and preferences.
• Explained new products and services to customers.

• Managed day-to-day operations of the department including scheduling tasks and assigning duties.
• Maintained calendars of upcoming events, meetings and deadlines.
• Coordinated with other departments to ensure projects were completed on time and within budget.
• Delegated work to staff, setting priorities and goals.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Resolved customer complaints or answered customers' questions.
• Developed work schedules according to budgets and workloads, covering priority tasks.
• Issued work schedules, duty assignments and deadlines for office or administrative staff.

• Assisted customers in filing new insurance claims and provided status updates on existing ones.
• Reviewed customer insurance claims to ensure accuracy and completeness of information.
• Resolved customer complaints related to insurance claim processing.
• Provided guidance to customers regarding their rights and obligations under the insurance policies.
• Maintained detailed records of all claim activities including notes about conversations with claimants or representatives.

Collaborated with other departments within the organization to resolve issues related to claims processing.