Deidra Harris
Macon
Summary
Organized, detail-oriented, dependable, dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Sr. Member Service Advocate
Blue Cross Blue Shield of Massachusetts
03.2024 - Current
- Assisted members with insurance inquiries, claims, payments and benefit explanations.
- Educated members on plan options and enrollment processes.
- Utilized CRM software to track interactions and manage cases efficiently.
- Provided training support to new staff on service protocols and procedures.
- Helped members resolve account problems and navigate internal systems to handle needs.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Personal Injury Protection & Medpay Sr. Adjuster
GEICO
09.2018 - 06.2023
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Organized, planned and documented materials for Injury claims.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Followed established auditing processes to meet internal and regulatory requirements.
- Communicated with auditor staff to obtain necessary information for audits.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Filed Arbitrations for property and medical claims
Collections Specialist
GEICO
12.2011 - 09.2018
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Achieved performance goals on consistent basis.
- Used skip tracing and other techniques to locate debtors.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Followed established auditing processes to meet internal and regulatory requirements.
- Analyzed data and findings to prepare reports detailing financial information.
Total Loss Claims Adjuster
GEICO
08.2006 - 12.2011
- Evaluated insurance policies and analyzed damages to determine coverage.
- Prepared summaries of damage, payments, and policy coverage.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Answered customer questions regarding deductibles.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
Cashier
Home Depot
03.2004 - 08.2006
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
Education
High School Diploma -
Southeast Bulloch High School
Brooklet, GA05.2003
Associate of Applied Science - Dental Hygiene
Gordon State College
Barnesville, GASkills
- Clerical and administrative skills
- Litigation support knowledge
- Communication and interpersonal skills
- Subrogation, Auto & Health Insurance Expertise
- Advanced computer proficiency
- Report writing and analysis
- Collections and Claims processing
- Call center operations and metrics
- Data analysis and critical thinking
- Auditor assistance and Arbitration
Timeline
Sr. Member Service Advocate
Blue Cross Blue Shield of Massachusetts
03.2024 - Current
Personal Injury Protection & Medpay Sr. Adjuster
GEICO
09.2018 - 06.2023
Collections Specialist
GEICO
12.2011 - 09.2018
Total Loss Claims Adjuster
GEICO
08.2006 - 12.2011
Cashier
Home Depot
03.2004 - 08.2006
High School Diploma -
Southeast Bulloch High School
Associate of Applied Science - Dental Hygiene
Gordon State College