Joy Lynch Email & Phone Number

Analyzing insurance informationPerforming data entry Handling insurance claim documents Determining whether a claim should be processed or denied. Bring to notice special policy matters to the attention of the management.

Miami/Fort Lauderdale Area

• Investigated auto insurance claims filed by policyholders, inspecting the damage and meeting with clients or witnesses to gather pertinent information regarding the claim, while also researching and verifying insurance policy coverage.• Examined photographs, video surveillance, audio clips, statements, and all other documentation related to the claim, as well as consulted police, hospital records, and auto shops during the investigation to assist in claim validation.• Evaluated the extent of damage and comparable compensation requirements, documenting all findings in a concise claims report that was presented to the company.• Negotiated with claimant to settle the claim and assisted attorneys in the claimant's defense if the claim was contested, as well as issued payouts to claimants.

Deerfield Beach, Fl

• Handled inbound/outbound calls with potential clients to identify needs and sell available health insurance solutions, meeting or exceeding individual sales goals by increasing new capture rates by 24% per quarter.• Re-enrolled existing clients into a new plan of their choice, as well as maintained services that customers were attempting to cancel through extensive product knowledge and negotiation techniques, ensuring retention increases of 35% per quarter.• Educated clients on the different plan options that were available, while also advising on the requirements associated with the Affordable Care Act.• Provided quotes, answered questions, and cross-sold ancillary products in accordance with established company policy and insurance guidelines, generating $45K in revenue per month.• Followed up with potential clients via mail, email, or phone as per customer request to handle customer service related issues, as well as researched, documented, and attempted to resolve all inquiries.• Provided accurate data entry of customer's information for processing of sales orders, follow-up, and literature requests, while adhering to all company policies regarding security and confidentiality.• Remained knowledgeable of Health Insurance industry changes with ongoing training in order to provide excellent customer service and improve sales presentations and close ratio, and to perform at or above performance benchmarks.

Hollywood, Fl

• Identified client needs such as explanation of benefits, eligibility and claims, or financial spending accounts in order to help guide and educate members on policies as well as the different policy options, maximizing the value of their health plan.• Assisted customers with managing their health and well-being, helping them find an in-network physician, while intervening with care providers on the client's behalf to assist with scheduling or connections to specialists as needed.• Encouraged and reassured clients to help them become self-sufficient in navigating the health group websites, as well as handled problems through to resolution on behalf of the customer in real time or through comprehensive follow-up.• Researched complex issues across multiple databases and worked with support resources to resolve customer issues or partnered with others to resolve escalated issues.• Provided status updates on previously submitted pre-authorizations or pre-determination requests, as well as processed monthly premiums.• Met and exceeded the performance goals by 20% each month for efficiency, call quality, customer satisfaction, first call resolution, and attendance.

Deerfield Beach, Fl

• Sought out new clients and developed clientele by networking to find new customers and generate lists of prospective clients.• Gave clients an explanation of benefits, explaining features, advantages, and disadvantages of various policies to promote the sale of insurance plans, while recommending appropriate plans based on an evaluation of their needs and financial status.• Calculated premiums and established payment method to enroll clients in new plans, as well as performed administrative tasks including data entry, record maintenance, and processing policy renewals.• Conferred with clients to obtain and provide information when claims were made on a policy, while monitoring the claims to ensure they were settled equitably for both the client and the insurer.

Miami/Fort Lauderdale Area

• Effectively documented product or service problems in a timely manner by clarifying the customer's complaint, determining the cause of the problem, selecting and executing the best solution to resolve the problems which included engaging the company as needed.• Answered a high-volume of inbound calls, properly addressing customer issues using the CRM tool with an Omnichannel approach, as well as efficiently processed customer data that was utilized to support field teams.• Made outbound calls to attract potential customers, answering questions regarding products or services, while providing existing clients with information or updates, resulting in exceeding established metrics and service level goals by at least 15% each month.

Opa Locka, Fl

• Co-wrote the operating procedures and the company policy manual, as well as assisted in disseminating program information and conducting product briefings.• Trained new hires at several positions, while supervising a team of over 25+ customer service agents, each handling 70 to 100 inbound calls a day in the call center.• Reviewed and evaluated service quality and effectiveness of the team members, as well as provided guidance/support to facilitate team members in service delivery and daily operations, increasing productivity rates by 98% each quarter.• Monitored traffic patterns and deployed resources appropriately to meet service targets, while also handling and effectively resolving complaints or complex enquiries escalated from team members.• Worked closely with the Department Manager to improve process and service efficiency, as well as performed data entry of reservations and prepared reports or manifests for corporate events.

Miami/Fort Lauderdale Area

• Handled 80 to 100 incoming calls per day, talking with potential customers across multiple states and time zones while efficiently guiding conversations and applying sales techniques to convert calls into reservations, exceeding personal sales targets by 45% per month.• Maintained a courteous, pleasant demeanor when speaking with external and internal customers, as well as monitored and handled complaint calls from clients, ensuring successful resolution to increase client satisfaction rates by 98%.• Coordinated transportation for VIP clients, prepared reports and manifests for upcoming events, and performed data entry of reservations.• Utilized sales techniques and adapted to the needs of each individual caller to maximize revenue, as well as provided timely, accurate information to customers, reflecting a customer-oriented image for the company.

Miami/Fort Lauderdale Area