TERESA D. ELAM
Chamblee
Summary
Professional advocate with hands-on experience in the technology and insurance industry, as well as various customer service roles. Demonstrates a talent for navigating challenges, strong problem-solving skills, and a proactive approach to new tasks. Recognized for adaptability, creativity, and a results-oriented mindset. Excellent communication skills and a willingness to learn. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm. Committed to making meaningful contributions and advancing organizational goals. Experienced in handling numerous projects simultaneously while ensuring accuracy. Effective at prioritizing tasks, meeting deadlines, and providing optimal solutions.
Overview
20
20
years of professional experience
Work History
Member Services Advocate III
ALTEGRA/CHANGE HEALTH
11.2015 - 08.2016
- Conduct outbound and inbound telephonic intake services to pre-qualified health plan members regarding the Medicare Savings Government Programs.
Vendor Request Technician
AIG INSURANCE
01.2010 - 06.2015
- Processed Tax I.D. numbers for payment processing by utilizing tools and communicating with vendors, attorneys, etc. covering several lines of business, including the Private Client Group which covered high end customers. Produced excellent results for the adjusters to help them pay claims in a timely manner. Helped to create training material and trained other techs in the Critical Response Private Client group process.
- Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
Customer Service Representative
AIG INSURANCE
02.2009 - 02.2010
- Answered calls and provided assistance in answering questions and follow-up from Accident and Health insurance claimants, providers, agents, attorneys, etc. regarding claim status, payments, and benefit information in regards to their insurance claims by researching each customer’s policy, EOB’s, UB 92’s , or HCFA forms.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved resolution time with effective problem-solving for customer complaints.
Validation Technician
AIG Insurance
03.2007 - 06.2009
- Validate documents by screening, separating and storing via online process for adjusters and their supervisors in order to investigate and or process claimants' insurance claims.
Customer Response Specialist
HEWLETT-PACKARD
04.1996 - 06.2006
- Utilized multiple administrative tools and informational databases to log calls for specialized customer base of premium services.
- Answered calls from and provided assistance to customers regarding computer system failures.
- Dispatched calls to field engineers responsible for system repairs and followed up on problem issues regarding getting assistance.
- Ensured that calls were routed to the appropriate specialist for immediate attention.
- Used creative problem solving to resolve call logging procedures resulting in improved efficiency and response times to business critical customer requests.
- In recognition of leadership qualities, selected to provide a key role in testing and training employees on a newly implemented database system
Education
Bachelor of Science - Business Administration, Information Technology, Minor
Devry University
Alpharetta, GAOffice of Technology Diploma - undefined
Asher School of Business
Norcross, GASkills
- Skilled in formatting and editing with Microsoft Word
- Skilled in Microsoft Outlook communication tools
- Data analysis in Excel
- Visual communication skills
- Attention to detail
- Skilled in designing layouts
- Research proficiency
- Active listening
- Interpersonal skills
- Creative and critical thinking
- Written communication
- Writing and editing
- Judgement and decision making
- Effective multitasking
Timeline
Member Services Advocate III
ALTEGRA/CHANGE HEALTH
11.2015 - 08.2016
Vendor Request Technician
AIG INSURANCE
01.2010 - 06.2015
Customer Service Representative
AIG INSURANCE
02.2009 - 02.2010
Validation Technician
AIG Insurance
03.2007 - 06.2009
Customer Response Specialist
HEWLETT-PACKARD
04.1996 - 06.2006
Office of Technology Diploma - undefined
Asher School of Business
Bachelor of Science - Business Administration, Information Technology, Minor
Devry University
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