Veranda Thurman
Covington
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Client Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in following policy to obtain desired results. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership.
Overview
10
10
years of professional experience
Work History
Customer Operations Agent
Fanduel
Decatur
08.2022 - 09.2024
- Answer incoming calls and route to the appropriate areas.
- Proficiently navigate through software to complete established tasks.
- Provide chat support to client as needed, determining ways to make every user interaction meaningful in order to provide the best customer experience possible.
- Escalate critical calls to the proper channels to ensure a speedy resolution.
- Maintain a high-volume workload within a fast-paced environment.
- Work in a collaborative team environment while meeting quality standards.
Claims Representative
LTCC Enterprises
Decatur
02.2018 - 05.2022
- Focused on providing excellent customer service throughout the reporting and handling of claims in all states.
- Organized and prioritized time sensitive projects and claims, including total loss vehicle claims and catastrophe claims.
- Developed and applied knowledge of insurance contracts, customer service philosophy, automotive repair methods and parts and medical and anatomical terminology.
- Worked claim to the furthest point, setting calendars, and adhering to applicable laws and jurisdictional references, route claims as necessary to other segments.
- Negotiated customer service escalations and technical questions with expert knowledge of insurance regulations and insurance policies.
Product Support Specialist
Sitel
01.2016 - 01.2018
- Provided efficient and timely resolution of customer issues.
- Acted as a liaison between the support organization and the technical/development organization to communicate and resolve issues.
- Provided appropriate level of communication to engineering for problem resolution, and customer feedback on status of issues.
- Resolved issues and complaints to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the investigation and resolution of the case.
- Proficient in research investigation such as source code, running programs, and executing transactions to resolve complex queries.
Claims Adjuster
State Farm Insurance
Decatur
10.2014 - 06.2015
- Reviewed and adjusted claims presented under State Farm policies issued by State Farm Fire and Casualty Company.
- Conducted investigations into auto liability claims, including analyzing data to determine extent of company's liability for loss and damages.
- Lead settlement negotiations with claimants, establishing mutually beneficial and satisfactory terms.
- Communicated with medical professionals, law enforcement, witnesses, and claimants, drafting comprehensive records of interviews and statements for claims analysis.
- Performed calculations of benefit payments and approved claims within monetary limits and guidelines.
Education
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy
Clearwater, FLSkills
- Client Service Relations
- Customer Service
- Verbal/Written Communications
- Multi-line Switchboard
- Fraud
- Claims Management
- Account Management
- Data Integrity
- Fraud Investigations
- Data Entry
- Confidential Correspondence
- Critical Thinker
- Administrative Support
- Reports/Documentation
- Result Execution
- Customer Relations
- Communication Skills
- Attention to Detail
- Problem Solving
- Technical Support
- Conflict Resolution
- Time Management
- Process Improvement
- Microsoft Office
- Documentation & Control
- Strategic Planning
- Quality Assurance
- Staff Management
- Leadership
Timeline
Customer Operations Agent
Fanduel
08.2022 - 09.2024
Claims Representative
LTCC Enterprises
02.2018 - 05.2022
Product Support Specialist
Sitel
01.2016 - 01.2018
Claims Adjuster
State Farm Insurance
10.2014 - 06.2015
Associate of Science - Medical Billing And Coding
Ultimate Medical Academy