Experience

Fortegra

• United States
• Insurance
• 200 - 300 Employee

• Account Services Representative

  • Jan 2022 - Present

  • Reduced internal downstream constraints by 9%. • Reduced time per account with out negatively impacting quality while reducing the unaccounted for revenue premium by 12% and increased the number of nation-wide customer accounts I managed from twelve to eighteen totaling $30MM in annual revenue. • Reduced effort required to access and process client premium package submissions by 3% which increased my capacity. • Decreased the liability the company had with our clients… Show more • Reduced internal downstream constraints by 9%. • Reduced time per account with out negatively impacting quality while reducing the unaccounted for revenue premium by 12% and increased the number of nation-wide customer accounts I managed from twelve to eighteen totaling $30MM in annual revenue. • Reduced effort required to access and process client premium package submissions by 3% which increased my capacity. • Decreased the liability the company had with our clients while maintaining our business relationships. • Resolved a perpetual issue of miscalculated revenue dating back 6 months from time of notice. • Alleviated outside departments workload to increase calculated revenue. • Increased company talent efficiency by 15% • Fixed a system glitch which resulted in an additional $1.5 million premiums received. • Receive and convert data into readable data for implementation. • Reach out to clients to ensure data receivables are correct. • Proficient usage of Microsoft Excel, Pivot Tables and V-Lookups • Cross-reference multiple data charts to confirm calculation discrepancies. • Respond to customer’s inquiries by e-mail within service level agreements. • Perform monthly reconciliation of the company’s and client’s data to determine any discrepancies. • Created and maintained over a dozen Standard Operating Procedures for department use. • Correspondence with various outside departments to ensure data implementation is not grossly impeded • Collaborates with team members on more complex issues to ensure client’s needs are met.

• Claims Examiner

  • Jul 2019 - Jan 2022

  Jacksonville, Florida, United States • Reviewed and managed between 60 and 80 claims a day meeting internal and external SLA’s • Verified customer’s accounts, validate and clarify the problem with callers in a friendly & professional manner. • Prioritized assignments and managed 50 to 60 claims related calls a day. • Familiar with over 10 contracts and adjudicated claim status based off contracts, ensuring compliance with agreements and standards. • Oriented and coached over 20 new associates as they transitioned into… Show more • Reviewed and managed between 60 and 80 claims a day meeting internal and external SLA’s • Verified customer’s accounts, validate and clarify the problem with callers in a friendly & professional manner. • Prioritized assignments and managed 50 to 60 claims related calls a day. • Familiar with over 10 contracts and adjudicated claim status based off contracts, ensuring compliance with agreements and standards. • Oriented and coached over 20 new associates as they transitioned into the team. • Reviewed and conducted second evaluation claims. Facilitated resolution between seasoned examiners and clients to determine final adjudication of a consumer’s claims. • On a daily basis, leveraged my personal, communication and empathy skills to proactively exceed customer expectations. • Consulted with 3rd party vendor repair specialists to determine the optimal solution for a claim.

• Claims Examiner - Team Lead

  • Mar 2021 - Jun 2021

  Jacksonville, Florida, United States • Promoted to Team Lead and managed a team of up to 5 other junior Claims Examiners. • Juggled my day-to-day Claims Examiner workload and SLA’s while balancing my Team Lead role such as directing workflow, counseling examiners on procedures. • Handled escalated disputes with both 3rd party vendors and consumers. • Trained, coached and further educated over 20 new hires while coordinating approaches and lessons learned with other Team Leads. • Escalated unresolved issues, missed… Show more • Promoted to Team Lead and managed a team of up to 5 other junior Claims Examiners. • Juggled my day-to-day Claims Examiner workload and SLA’s while balancing my Team Lead role such as directing workflow, counseling examiners on procedures. • Handled escalated disputes with both 3rd party vendors and consumers. • Trained, coached and further educated over 20 new hires while coordinating approaches and lessons learned with other Team Leads. • Escalated unresolved issues, missed expectations or missed SLA’s to next higher up supervisors. • Provided the first internal line of defense troubleshooting for Information Technology issues.



Fortegra

• United States
• Insurance
• 200 - 300 Employee

• 3rd Party Logistics Coordinator

  • Oct 2019 - Feb 2020

  Jacksonville, Florida, United States • Oversee and communicate with 3rd party vendors about ordering replacement products and/or parts. • Approved, rejected and processed invoices from eight vendors for payments. • Documented internal policies and procedures for working with 3rd party vendor’s to streamline the process and to provide consistency between existing coordinators. • Used my personal and communication skills to resolve disputes with 3rd party vendors. • Imported vendor documents into the Fortegra system and… Show more • Oversee and communicate with 3rd party vendors about ordering replacement products and/or parts. • Approved, rejected and processed invoices from eight vendors for payments. • Documented internal policies and procedures for working with 3rd party vendor’s to streamline the process and to provide consistency between existing coordinators. • Used my personal and communication skills to resolve disputes with 3rd party vendors. • Imported vendor documents into the Fortegra system and review 3rd party vendor reports to determine and communicate next steps back to 3rd party vendors. Show less



Sawgrass Country Club

• United States
• Hospitality
• 1 - 100 Employee

• Banquet Waiter, Dining Room Busser

  • Jan 2015 - Jul 2019

  Ponte Vedra Beach, Florida



Trader Shows (Sporting goods distributor)

• Inventory Associate

  • Apr 2013 - Jan 2015

  Jacksonville, FL • On time 100% of the time and 100% attendance • Conducted inventory cycle counts and unloaded in-coming shipments • Picked and packed out-going shipments • Loaded trailer making sure it was balanced and that the load would not shift • Flexible schedule to meet demands of incoming trailers