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Summary

Energetic, Performance-driven Claims Professional with over 10 years of experience. I hold experience in Inside Non-Injury Claims, Auto Field Claims, Inside Auto Liability Manager, Total loss Claims and Worker Compensation Claims. I also have extensive experience in investigating claims, reading and understanding policies and producing quality files for clients, while still keeping the client's promise to their customers.

Highlights
  • Skilled multi-tasker
  • Team player
  • Decisive
  • Fast learner
  • Personable
  • Flood claims
  • Xactimate
  • Strong organizational skills​
  • Active listening skills
  • Injury claims
  • Customer service expert
  • Staff development
  • Leadership Skills
     
Work Experience
Remote Claims Call Center Supervisor Jun 2017 to Jul 2018
KYW Claims Atanta, Ga
  • Reviewed estimates to make sure they were inline with the clients expectations
  • Successfully managed the activities of 25 team members in multiple locations.
  • Completed research on complex problems and resolved issues in a timely manner.
  • Managed department schedules to maximize coverage during peak hours.
  • Effectively communicated with team members to maintain clearly defined expectations.
Total Loss Adjuster Jan 2017 to Jun 2017
Pilot Catastrophe West Lafayette, IN
  • Negotiate Total Loss value 
  • Conducted claim and estimate re-inspections.
  • Drafted statement of loss to summarize damages, payments and underlying policy coverage.
  • Identified fraud and subrogation opportunities
  • Initiates and conducts follow-ups via the use of the claim handling system
Worker Compensation Adjuster Feb 2014 to Jan 2017
Bintech Partners Atlanta, GA
  • Investigated claims to determine compensability; Demonstrate proper claim handling within authority.
  • Provided temporary disability payments and monitors case for continuation of benefits; terminates payments when appropriate; Return to work
  • Conducted negotiations for settlement of claims with claimants and attorneys; insure preparation and filing of necessary legal documents.
  • Prepared reports on claims and loss statistics and other information as required.

 

Auto Field Adjuster Nov 2012 to Feb 2014
Nationwide Insurance Atlanta, GA
  • Reviewed coverage to verify the loss was covered 
  • Wrote estimates for damage vehicles 
  • Conducted necessary inspections that were needed to assist the inside claims adjuster with their investigation. 
  • Worked with 3rd party vendors, ie repair facilities, tow yards ect....
Auto Liability Adjuster May 2010 to Nov 2012
Nationwide Insurance Gainesville, FL
  • Review coverage and apply applicable coverage
  • Obtained relevant evidence and information regarding suspicious claims.
  • Conducted interviews, gathered detailed information and completed field investigations if needed.
  • Completed required investigations on referred files in a timely manner.
Unit Assistant Nov 2005 to May 2010
Shands Healthcare Gainesville, FL
  • Recorded and filed patient data and medical records.
  • Wrote clear and detailed clinical phone messages for physicians.
  • Strictly followed all federal and state guidelines for release of information.
  • Prepared patient rooms prior to their arrival.
  • Achieved departmental goals and objectives by instituting new processes and standards for in-patient care.
Education
Diploma, General Studies May 2005 Buchholz High School Gainesville, FL General Studies
Certifications
Adjuster Licenses:
 
AL, AZ, AR, GA, FL, TX, NC, SC, WV, MS, MN, MI, IN, WY, UT, OK, KY, LA

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Professional Summary
My journey as an Epic Credentialed Training Consultant started five years ago. I've had the privilege to work in several Epic applications providing ATE support, classroom trainings and Instructional Designer duties. I possess strong analytical skills that helps evaluate the situation and task at hand, determining the appropriate actions and deliver successful results.
Skills
Epic, Cerner, Siemens Soarian, CLIN DOC, CPOE, OpTime/Anesthesia, Inpatient/Ambulatory, Stork, PathNet, RadNet, FirstNet, SurgiNet, eMar, Nursing Documentation, and Physician Orders.
Languages
Bilingual (English/Spanish
Work History
08/2016 to 09/2016
NYU Lutheran Hospital Brooklyn, NY
  • Provided Optime/Anesthesia support for Inpatient Go Live in HSS's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
  • Temple University : Epic Support August 2016 (3 Weeks).
07/2016 to 08/2016
St. Francis Medical Center Philadelphia Houston, PA TX
  • Provided Optime/Anesthesia support for Inpatient Go Live in HSS's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
  • Methodist Ambulatory : Epic Support Provided Epic support to Physicians and Clinicians in an Orthopedic Ambulatory unit at Methodist Hospital.
  • Epic Support July 2016 (2 Weeks) Cape Girardeau, MO Work duties consist of CPOE/CLINDOC/Optime Activation Assistance with Epic Go Live end user support to Physicians, Nurses, and CRNA's.
05/2016 to 06/2016
Methodist Hospital Houston, TX
  • Provided Optime/Anesthesia support for Inpatient Go Live in HSS's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
04/2016 to 05/2016
Newton-Wellesley Hospital
  • Newton-Wellesley, MA Provided Optime/Anesthesia support for Inpatient Go Live in HSS's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
02/2016 to 04/2016
MD Anderson Cancer Center
01/2016 to 02/2016
Houston New York, TX NY
  • Provided specialty support in the Mays Clinic Urology Suite.
  • Supported MD's, RN's, MA's and CPA's in Beacon module consisting of Treatment Plans, Prostate Biopsy's, and Ultra Sounds.
  • E2E support and in-depth one on one training with Physicians in the customization lab.
  • Hospital for Special Surgery : Epic Support Provided Optime/Anesthesia support for Inpatient Go Live in HSS's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
11/2015 to 12/2015
University of Maryland Medical Center Baltimore, MD
  • Provided EPIC support for Inpatient Go Live in LVHN's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
07/2015 to 08/2015
Lehigh Valley Hospital Allentown, PA
  • Provided EPIC support for Inpatient Go Live in LVHN's Main Campus.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
05/2015 to 06/2015
Brigham Women's Hospital Foxboro, MA
  • Provided EPIC support for Ambulatory Go Live.
  • Work duties consist of elbow support to RN's, CRNA's and Physicians in the OR and PACU.
  • Supported the entire unit after cuts and extensions.
Support Specialist, 08/2014 to 09/2014
Regional One Health Memphis, TN
  • Work duties consist of elbow support with Soarian CPOE Go Live.
  • Assisted RN's, Surgeons and Physicians in the ICU and PCU.
01/2014 to 05/2014
UNC Medical Center Chapel Hill, NC
  • Work duties consist of CPOE/CLINDOC/Optime Activation Assistance with Epic Go Live end user support to Physicians, Nurses, and RNs in the labor and delivery and step down units.
03/2014 to 04/2014
Center of Addiction Mental Health
  • Cerner Millennium including PathNet, RadNet, FirstNet, SurgiNet, CareConnect, OE, eMAR, POC, CPOE, and Nursing Documentation.
01/2013 to 08/2013
Adventist Health Ambulatory Clear Lake, CA
  • Cerner Millennium including Path Net, RadNet, First Net, SurgiNet, Care Connect, OE, eMAR, POC, Nursing Documentation.
Support Specialist, 05/2013 to 05/2013
Mercy Hospital Long Island, NY
  • Work duties consist of CPOE/CLIN DOC Activation Assistance with Epic Go Live end user support to Nurses, and physicians in the ICU through coaching, training and troubleshooting.
Activation Specialist, 12/2012 to 12/2012
Memorial Regional Hospital Fort Lauderdale, FL
  • Work duties consist of CPOE/CLIN DOC/Optime Activation Assistance with Epic Go Live end user support to Physicians, RN's, PCA's in PACU, and OR departments through coaching, training and troubleshooting.
  • Efficient in Smart text and Smart tools.
Support Specialist, 11/2012 to 11/2012
Mt. Sinai Medical Center Miami, FL
  • Work duties consist of CPOE, CLIN DOC and Optime/Anesthesia elbow support.
  • Assisted Physicians in PACU, and OR's along with RN's and CRNA's.
Monitor Technician, 01/2009 to 06/2012
Broward General Medical Center Fort Lauderdale, FL
  • Monitored up to thirty cardiac patients for normal and abnormal patterns, expanded knowledge of cardiac ailments, prepared cardiac monitors for patient use and reported any arrhythmia to physician.
Call center supervisor, 08/2008 to 01/2009
NXGEN Marketing Solutions Coral Springs, FL
  • Oversee a group of Call Center agents, troubleshooting technical difficulties, document daily sales and train new hires.
Education
IT Attended: 2011
Broward College -
Healthcare IT / Medical Specialties, July 2007
Kingsborough Community College -
Healthcare IT / Medical Specialties 3.6
Diploma: 2007
Coconut Creek High School -

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Professional Summary
Customer-oriented Group Management Supervisor successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.
Skills
  • Skilled in call center operations
  • Exceptional workflow management
  • Adheres to customer service procedures
  • Committed to maintaining data integrity
  • Strong problem solving aptitude
  • Completed telephone training seminar
  • Multi-line phone operation proficiency
  • Customer interface expertise
Work History
Inspector Packer, 03/2011 to Current
Dart Container Corporation Lithonia, GA
  • Received and correctly processed both written and verbal instructions, prints and work orders.
  • Built containers and pack parts in accordance with detailed packing specifications.
Quality Assurance Tech, 05/2013 to 09/2013
Dart Container Corporation Lithonia, GA
  • Recorded inspection and test data such as weights, temperatures, grades and quantities inspected and graded.
  • Monitored production operations for compliance with specifications and promptly reported defects.
  • Collected samples during production and tested randomly to determine in-process product quality.
Call Center Supervisor, 03/1996 to 08/2008
Norwegian Cruise Line Miami, FL
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Defused volatile customer situations calmly and courteously.
Education
High School Diploma: 1979
East Technical High School - Cleveland, Ohio

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Summary
  • Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
  • Motivated food serving professional with 4 years food and beverage experience in casual and fine dining.
  • Responsible Cashier experienced at managing front of store needs in busy environments. Friendly and energetic with strong communication and organizational abilities. Seeking role of increased responsibility where strengths in service and sales will be valuable.
  • Reliable and punctual Sales Associate who possesses an excellent work ethic and more than 9 years in retail. Areas of expertise include inventory, cash management and exceptional customer service.
Skills
  • Cash handling accuracy
  • Organized
  • Time management
  • Excellent multi-tasker
  • Strong communication skills
  • Shipping and receiving
  • High customer service standards
  • Service solutions expert
  • Call center management experience
  • Troubleshooting skills
  • Strong problem solving ability
Experience
Call Center Supervisor 11/2014 to 12/2016 Telus International Las Vegas, NV
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Properly directed inbound calls in phone queues to improve call flow.
Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
Cashier/Server 11/2013 to 08/2014 Tropical Smoothie Cafe Las Vegas, NV
Up-sold additional menu items, beverages and desserts to increase restaurant profits.
Took necessary steps to meet customer needs and effectively resolve food or service issues.
Recorded customer orders and repeated them back in a clear, understandable manner.
Correctly received orders, processed payments and responded appropriately to guest concerns.
Served fresh, hot food with a smile in a timely manner.
Communicated clearly and positively with co-workers and management.
Warehouse Associate 09/2012 to 10/2013 Ross Las Vegas, NV
Processed customs duties and fees quickly to release international shipments.
Unloaded, picked, staged and loaded products for shipping.
Food Runner 06/2012 to 01/2014 Panera Bread Las Vegas, NV
Assisted guests with making menu choices in an informative and helpful fashion.
Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
Delivered exceptional service by greeting and serving customers in a timely, friendly manner.
Appropriately suggested additional items to customers to increase restaurant sales.
Answered questions about menu selections and made recommendations when requested.
Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests.
Regularly checked on guests to ensure satisfaction with each food course and beverages.
Managed closing duties, including restocking items and reconciliation of the cash drawer.
Education and Training
High School Diploma: General Studies 2018 Adult Education High School Las Vegas, NV, U.S.A.
General Studies Sierra Vista High School Las Vegas, NV, U.S.A.
Interests
Once I earn my high school diploma I would like to get into a trade. I am considering culinary. I have a passion for sports and am a coach and referee presently. I would like to continue that activity while I plan my career.