• Achieved a 98% contact rate within the team by consistently making over 15 calls per week.• Maintained a daily workload of 4-5 claims, ensuring production goals were met at 98%.• Upheld a perfect customer service record, maintaining a 100% satisfaction rate.• Proficient in interpreting group disability contract language and plan design.• Effectively communicated claim status and decisions through telephone and written correspondence.• Conducted timely outreach to gather required information for initial and ongoing claim management.• Developed and executed appropriate action plans for pending and ongoing disability claims, effectively utilizing available resources.• Ensured accurate benefit determination in accordance with policy provisions and regulations, while prioritizing exceptional customer service.• Adapted to a fast-paced environment with ease, maintaining a high level of performance.• Documented and executed claim action plans, including recommendations for return-to-work strategies.• Leveraged resources such as Medical Disability Guidelines (MDA) and other tools for durational disability assessment.

• Successfully represented and retained 250-300 clients in central and east coastregion, maintaining a 97% retention rate and reducing monthly churn to lessthan 2.8%• Demonstrated exceptional emotional intelligence, interacting with over 40clients daily to address grievances and resolve complex issues• Utilized Salesforce CRM dashboard to optimize productivity and prioritizetasks, resulting in improved individual performance• Exceeded customer support expectations by resolving more than 40 ticketswithin SLA timeframe, achieving a 90% CSAT score• Collaborated cross-functionally with Account Executives to leverage customerinsights and drive sales decisions.

- Assessed Medicaid eligibility for adult clients by evaluating their situation in acompassionate manner- Updated relevant records, including paperwork and documentation to ensureaccuracy of information in NC FAST and Compass- Collaborated with government organizations to verify eligibility status- Alerted clients to outcomes of applications and terminations of benefits ordisabilities thereto

- Managed relationships with 1200 dental offices per month, ensuring timely payment and maintaining accurate records- Reduced past due membership balances through proactive communication and follow-up, resulting in improved cash flow- Thrived in a fast-paced environment by consistently meeting tight deadlines and exceeding expectations- Elevated customer satisfaction to 90% by actively listening to concerns and providing effective solutions- Demonstrated exceptional organizational skills and attention to detail in all aspects of daily work.

- Executed over 50 dispute resolutions per hour for internal and external customers- Assessed files for adherence to company requirements, contractual terms, insurer guidelines, investor mandates and governing regulations to ensure successful remediation- Effectively mediated between parties on credit bureau disputes to reach timely settlements

- Developed and nurtured enduring, profitable customer relationships- Boosted Customer Satisfaction to 80% through understanding banking needs and offering suitable solutions- Achieved compliance with policies, procedures, rules and regulations- Effectively resolved challenging customer scenarios

- Facilitated customer satisfaction with understanding of financial needs and product recommendations- Ensured client trust and built friendly relationships through quality service- Improved productivity by accurately processing customer transactions per hour following procedures- Processed standard teller transactions for customers