Kelsi Brown
Augusta
Summary
I am a detail-oriented team player with strong organizational skills seeking to maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I have the ability to handle multiple projects simultaneously with a high degree of accuracy and a positive attitude. I am willing to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
HR Solutions Specialist
ADP
08.2021 - Current
- Served as the primary point of contact for ADP's Comprehensive Human Resources clients and worked on their service request tickets for ADP's WorkForce Now (WFN) Human Resources Technology solution
- Resolved client issues quickly and efficiently to enhance overall client satisfaction ratings.
- Resolved client complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of client interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained a thorough knowledge of products and services to provide accurate information to clients, solve issues and questions that help clients understand our products' value.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
CRC Associate
Amazon
05.2020 - 07.2021
- Served as the support contact for Amazon employees with questions about their time away from work due to illness or quarantine.
- Resolved queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved.
- Handled customer absence claims end to end and contact customers to inform them of resolution, when appropriate.
- Assessed new claims and make accurate classifications about the type of absence required.
- Contacted employees as needed and keep them updated on the status of their claim.
- Ensured all tasks and decisions are rendered within SLA.
Quality Analyst
Dane Street
08.2018 - 11.2019
- Reviews reports accompanying medical records to ensure that the report is complete and that all questions posed by the client have been addressed.
- Follows up with the reviewer with any additional questions or clarifications needs.
- Follows up with the client should there be any additional questions.
- Updates clients frequently on referral progress.
- Ensures the report is grammatically correct with no spelling errors.
- Ensures each referral adheres to the QA checklist prior to the completion.
- Formats reports for approval.
- Communicates clearly and concisely between the customer, reviewer, and Operations team
- Must confidently speak with physicians and clients regarding the content of their peer reviews.
Liability Claims Representative
Geico
01.2017 - 08.2018
- The first notice of loss for a claim assignment from our valued members.
- Handled 1st & 3rd party auto physical damage claims, including losses of disputed liability, without 3rd party bodily injury exposure.
- Interpreted basic policy coverages and determines if coverages apply to claims submitted, escalating issues as needed.
- Set activities, reserves and authorizes payment within scope of authority, settling claims in most cost effective and timely manner. Ensured prompt issuance of disbursements while effectively managing loss costs and claim expenses.
- Participated in performing investigations and evaluating claims through contact with insureds, claimants, witnesses and experts.
- Identifies and escalates serious claim developments to management efficiently and effectively.
- Identified claims with third party recovery potential and coordinates with subrogation / recovery unit.
- Analyzed claims activity and prepares reports for management review.
- Responsible for input of data that accurately reflects claim circumstances and other information important to our business outcomes.
Customer Service Representative-Teleservice Center
Social Security Administration, SSA
06.2016 - 12.2016
- Obtained information to determine eligibility for the benefits SSA administers.
- Updated records using SSA’s computer systems.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Maintained a thorough knowledge of programs and services to provide accurate information to customers.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Technical Support Representative
Sitel
08.2008 - 06.2016
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Answered incoming calls from customers and responded to questions about current and new plans, phones and services.
- Identified customer needs and proactively offered appropriate products and services.
- Investigated and resolved customer inquiries and service and billing issues
- Created trouble tickets for network outages.
Education
MBA - Human Resources Management
Northcentral University
Prescott, AZ08.2018
Skills
- Project Management
- Data Entry
- Customer Service
- Multitasking Abilities
- Interpersonal Skills
- Decision Making
- Process Improvement
- Critical Thinking
- Problem Solving
- Conflict Resolution
- Benefits Administration
- Onboarding and Orientation
- Human Resources Operations
Timeline
HR Solutions Specialist
ADP
08.2021 - Current
CRC Associate
Amazon
05.2020 - 07.2021
Quality Analyst
Dane Street
08.2018 - 11.2019
Liability Claims Representative
Geico
01.2017 - 08.2018
Customer Service Representative-Teleservice Center
Social Security Administration, SSA
06.2016 - 12.2016
Technical Support Representative
Sitel
08.2008 - 06.2016
MBA - Human Resources Management
Northcentral University
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