Lawanda

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Licensed Customer Service Representative

TTEC HoldingsUSAA

Mar 2020 - Oct 2023 (3 years 8 months)

• Provide leadership and guidance to a team of customer service representatives, ensuring adherence to USAA's service standards. • Resolve escalated member inquiries and issues, demonstrating advanced problem-solving skills and a commitment to member satisfaction. • Conduct performance evaluations, coaching sessions, and provide ongoing training to team members to enhance their skills and meet performance goals. • Collaborate with cross-functional teams to improve processes, streamline operations, and enhance the overall member experience. • Assist in the development of new customer service initiatives and strategies, contributing to the growth and success of the department. • Maintain a comprehensive understanding of products, servic

Dental Claims Representative

Ebix

Nov 2017 - Mar 2020 (2 years 5 months)

• Processed dental insurance claims, ensuring accuracy and compliance with company policies and industry regulations. • Reviewed and verified claim information, including patient details, treatment codes, and provider information. • Conducted thorough investigations of complex claims, collaborating with dental professionals and policyholders when necessary. • Resolved claim discrepancies, denials, and appeals promptly and effectively. • Maintained up-to-date knowledge of dental coding and terminology to facilitate accurate claims processing. • Communicated with policyholders, dental providers, and internal teams to provide excellent customer service and address inquiries. • Consistently met or exceeded daily and weekly claims process

Agent Assistant

American Family Insurance

Mar 2017 - Aug 2017 (6 months)

• Diligently handled a broad spectrum of customer service requests while concurrently ensuring optimal office operations and efficiency. • Demonstrated proficiency in the completion of insurance applications and meticulous management of customer files to uphold data accuracy and compliance. • Skillfully coordinated and scheduled appointments as per customer preferences and responded promptly to oral directives and assignment modifications. • Employed prescribed scripts and job aids to effectively and comprehensively address all customer inquiries, ensuring consistent service quality.

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Call Center Specialist

Secretary of State

Aug 2016 - Jan 2017 (6 months)

• Assumed the responsibility of facilitating voter registration, ensuring compliance with all pertinent regulations and requirements. • Conducted comprehensive community outreach efforts to inform residents about available resources and the proper procedures, fostering an informed electorate. • Exemplified a commitment to uphold all state obligations to constituents, consistently delivering service characterized by helpfulness, courtesy, accessibility, responsibility, and expertise. • Methodically cross-checked clerical calculations against physical inventory counts, meticulously documenting data entries in specialized software systems for precise tracking and record-keeping purposes. • Employed analytical skills to assess unique circu

Licensed Property and Casualty Representative

Chime Solutions

Jan 2016 - Aug 2016 (8 months)

• Evaluated and underwrote insurance applications for property and casualty policies, ensuring adherence to company guidelines and risk assessment. • Conducted thorough risk assessments, gathered relevant data, and determined policy eligibility and pricing. • Provided timely and accurate quotes to potential clients, explaining policy terms and coverage options. • Collaborated with clients to tailor insurance packages to their specific needs, fostering strong client relationships. • Processed and managed property and casualty claims efficiently, investigating claims and ensuring fair settlements. • Maintained up-to-date knowledge of insurance regulations, industry trends, and underwriting guidelines. • Assisted clients in renewing or

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Call Center Specialist

PFG Cable Service

Dec 2009 - Aug 2016 (6 years 9 months)

• Managed incoming calls with a focus on promptly addressing customer inquiries. • Ensured precise data entry and proactively followed up with customers as necessary. • Employed prescribed scripts and job aids to impart comprehensive information about our services to clients. • Efficiently navigated a multifaceted interface to address all customer queries. • Oversaw and handled assigned calls from initiation to resolution. • Successfully managed a substantial workload within a dynamic and fast-paced environment. • Exemplified a commitment to delivering exceptional customer service and maintaining the highest standards of professionalism. • Facilitated the submission of requests to the appropriate departments to proactively prevent r

Ventures/Receptionist/April

new horizon

Nov 2007 - Jan 2009 (1 year 3 months)

As a Ventures/Receptionist at New Horizen, I was responsible for managing front desk operations, greeting clients, and handling incoming calls to ensure a welcoming environment. My role included scheduling appointments and maintaining office supplies to support daily operations. Additionally, I was tasked with order processing, which involved not only ordering materials for the office but also coordinating the procurement of building materials for the workers, ensuring that all necessary resources were available for ongoing projects. This dual responsibility enhanced my organizational skills and contributed to the overall efficiency of the company.

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