Deborah Brooks
Susanville
Summary
Dynamic results-driven Claims Support Team Lead with extensive experience in claims management, customer service, and multi-system navigation. Adept at supervising teams, analyzing claim trends, and optimizing workflows to enhance efficiency and customer satisfaction. Skilled in cross-functional collaboration, compliance adherence, and process improvement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Claims Team Lead
Shippo
03.2021 - Current
- Supervise and lead a team of claims specialists to ensure efficient and timely processing of claims.
- Develop and implement strategies to improve claims processing efficiency and customer satisfaction.
- Monitor claim trends and identify areas for process improvement or optimization.
- Collaborate with cross-functional teams, including customer service, operations, and finance, to resolve complex claims issues.
- Serve as the primary point of contact for escalated claims inquiries and resolutions.
- Analyze claim data and prepare reports for management review.
- Ensure compliance with company policies, procedures, and regulatory requirements.
- Exceptional attention to detail, consistently maintaining high levels of quality and accuracy while meeting or exceeding productivity expectations.
- Proficient in claims tracking systems, with expertise in managing escalations and navigating multiple systems simultaneously to ensure efficient workflow and timely issue resolution.
- Foster a positive and inclusive team culture focused on continuous improvement and excellence in customer service.
- Handle sensitive or high-value claims personally, ensuring prompt resolution and customer satisfaction.
- Stay updated on industry best practices and emerging trends in claims management to inform decision-making and process enhancements.
Product Specialist
Roost
10.2020 - 03.2021
- Provide timely and effective technical support via phone, email, and remote assistance channels to troubleshoot hardware and software issues.
- Guide clients through device setup, configuration, and integration with their existing systems, ensuring seamless implementation and functionality.
- Collaborate with internal teams, including product development and engineering, to escalate and resolve complex technical issues efficiently.
- Document client interactions, troubleshooting steps, and resolutions accurately in the customer support system to maintain comprehensive records and track recurring issues.
- Stay updated on product features, functionalities, and updates to provide accurate information and guidance to clients.
- Identify recurring technical issues and collaborate with the product team to develop solutions, enhancements, or workarounds to improve device performance and reliability.
Tier 2 Customer Service Representative
First Call Resolution
08.2014 - 02.2016
- Serve as a point of escalation for Tier 1 support agents, providing guidance, expertise, and assistance in resolving complex customer inquiries and technical issues related to meal subscriptions.
- Investigate and troubleshoot escalated tickets, utilizing advanced troubleshooting techniques and resources to identify root causes and implement solutions promptly.
- Collaborate closely with cross-functional teams, including customer service, operations, and technical teams, to address systemic issues, product improvements, and process enhancements.
- Actively monitor ticket queues and prioritize escalated tickets based on severity, impact, and customer expectations, ensuring timely resolution and follow-up.
- Utilize Zendesk to document interactions, resolutions, and follow-up actions accurately, maintaining comprehensive records and ensuring continuity of support.
- Proactively engage with customers to gather feedback, address concerns, and identify opportunities for service improvement or customer retention.
- Assist in developing and delivering training materials, documentation, and knowledge base articles for Tier 1 support agents to enhance their capabilities and empower them to handle a broader range of customer inquiries independently.
Education
AA -
Chemeketa Community College
06.2013
Skills
- Tools: Zendesk, Salesforce, Zoom, Mode, Jira, Google Workspace, Microsoft Office
- Quality control
- Process improvement
- Complaint resolution
- Regulatory compliance
- Time management mastery
- Detail Oriented
- Claims Processing Knowledge
- Detailed data analysis
- Team leadership and mentoring
Certification
- Product Academy
- Call Center Associate Certified (CCAC)
- Certified Customer Service Professional (CCSP)
Timeline
Senior Claims Team Lead
Shippo
03.2021 - Current
Product Specialist
Roost
10.2020 - 03.2021
Tier 2 Customer Service Representative
First Call Resolution
08.2014 - 02.2016
AA -
Chemeketa Community College
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