Keana Haggard
Charlotte
Summary
Professional with strong background in claims management, prepared to make significant impact. Skilled in assessing and processing claims accurately, resolving complex issues, and ensuring customer satisfaction. Effective team collaborator with focus on achieving results and adapting to changing needs. Known for analytical thinking, communication skills, and attention to detail.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Claims Representative
The Hartford
Charlotte, NC
02.2024 - Current
- Identified needs of customers promptly and efficiently.
- Reviewed medical documentation to ensure accuracy and completeness, facilitating efficient claims processing.
- Communicated with claimants to gather necessary information for claim assessments.
- Provided excellent customer service by addressing inquiries promptly and professionally.
- Researched state and federal laws related to disability benefits eligibility requirements.
- Assisted claimants, providers, and clients with issues related to claims, enhancing overall satisfaction.
- Provided guidance to employees on their rights, responsibilities, benefits and obligations under the FMLA law.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Recorded claim information in the database to maintain organized records. and payments into company database.
Customer Service Specialist
RoundPoint Mortgage Servicing
02.2022 - 07.2024
- Handles inbound and outbound calls related to existing mortgage loans, ensuring customer satisfaction and problem resolution.
- Assisted with mortgage payment difficulties, managed payment modification requests, and clarified escrow account changes, effectively resolving discrepancies.
- Utilized systems such as Black Knight/LPS to streamline task completion.
- Managed inbound and outbound calls regarding existing mortgage loans, ensuring customer satisfaction and effective problem resolution.
BDC Representative
Better Car People
12.2019 - 04.2021
- Oversaw customer engagement and service delivery, enhancing lead generation through effective follow-up strategies.
- Evaluated Key Performance Indicators and communicated insights to senior management, recommending actionable improvements.
- Enhanced sales methodologies by providing targeted feedback to key decision-makers.
- Improved sales methodologies by delivering insightful feedback to key decision-makers.
- Evaluated Key Performance Indicators and relayed insights to senior management, suggesting actionable improvements.
- Demonstrated capacity for multitasking in a high-stress environment, maintaining efficiency and productivity.
Ramp Agent
Piedmont Airlines
Charlotte, NC
08.2019 - 04.2021
- Facilitate the arrival and departure of aircraft through marshaling or wing walking.
- Connect necessary equipment to aircraft as per requirements.
- Detail plane doors to ensure safety and accessibility for passengers.
- Oversaw the operation of air stairs and passenger loading devices to ensure efficient boarding and deboarding of passengers.
- Monitor both inbound and outbound flights.
- Contribute to the detailing of plane doors.
Data Entry Clerk
Windstream
Charlotte, North Carolina
09.2016 - 12.2019
- Exceeded productivity objectives, demonstrating proficiency in 10-key data entry and ensuring exceptional accuracy.
- Executed repetitive tasks with high efficiency, ensuring meticulous attention to detail for optimal accuracy in data entry.
- Carried out repetitive tasks with high efficiency, prioritizing meticulous attention to detail for optimal accuracy.
- Processed order amendments and communicated timely customer updates via email, improving overall customer satisfaction.
Education
High School Diploma -
Richland Charter 2
Columbia, SCSkills
- Insurance claims
- Coverage Assessment
- Financial Literacy
- Data-Driven Solutions
- Database Management
- Data Visualization
- Microsoft Office
- Troubleshooting
- Software Proficiency
- Account Management
- Time Management
- Proactive Support
- Active Listening
Certification
Certification of Professional Achievement in Data Analytics, Google/Coursera, 2023
Timeline
Claims Representative
The Hartford
02.2024 - Current
Customer Service Specialist
RoundPoint Mortgage Servicing
02.2022 - 07.2024
BDC Representative
Better Car People
12.2019 - 04.2021
Ramp Agent
Piedmont Airlines
08.2019 - 04.2021
Data Entry Clerk
Windstream
09.2016 - 12.2019
High School Diploma -
Richland Charter 2