Monic Atkinson

Experience

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  MCI Corporation

  Jun 1995 - May 1997

  Telemarketing Representative

  Outbound Calls: Making outbound calls to prospective customers to promote MCI Corporation's products or services.Sales Pitch: Delivering a compelling sales pitch to potential customers, highlighting the features and benefits of MCI Corporation's offerings.Product Knowledge: Developing a deep understanding of MCI Corporation's products or services to effectively answer customer questions and address concerns.Lead Generation: Generating leads and identifying potential customers who may be interested in MCI Corporation's offerings.Appointment Setting: Scheduling appointments or product demonstrations for interested customers to speak with a sales representative.Customer Follow-Up: Following up with leads or customers to provide additional information, answer questions, and nurture relationships.Sales Quotas: Meeting or exceeding sales quotas and targets set by MCI Corporation to contribute to the company's revenue goals.Record-Keeping: Maintaining accurate records of customer interactions, including calls made, appointments scheduled, and sales achieved.Compliance: Ensuring compliance with all relevant laws, regulations, and company policies governing telemarketing activities.Continuous Improvement: Seeking feedback from supervisors, participating in training programs, and continuously refining sales techniques to improve performance and results. Show less

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  GTECH Interactive - Lottery

  May 1997 - Apr 1999

  Dispatcher

  Coordination: Managing the distribution of lottery tickets to various retailers or outlets according to established schedules and routes.Inventory Management: Ensuring accurate inventory levels at each retailer by tracking ticket distribution and returns.Route Planning: Developing efficient delivery routes to optimize time and resources while ensuring timely delivery to retailers.Communication: Maintaining regular communication with retailers to address any issues or concerns related to ticket delivery or inventory management.Record-Keeping: Keeping detailed records of ticket distribution, delivery schedules, and inventory levels to track performance and identify areas for improvement.Compliance: Ensuring compliance with all regulatory requirements related to lottery ticket distribution and transportation.Problem-Solving: Resolving any delivery discrepancies, inventory shortages, or other issues that may arise during the distribution process.Customer Service: Providing excellent customer service to retailers by addressing inquiries, providing assistance, and ensuring satisfaction with lottery ticket delivery services. Show less

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  State Farm ®

  Apr 1999 - May 2018

  Auto Injury Claim Handler

  Provided exemplary customer service by promptly addressing inquiries, concerns, and requests with a focus on ensuring complete satisfaction. Diligently reviewed, investigated, documented, and evaluated property damage for settlement claims, always safeguarding the interests of insured parties. Demonstrated effective communication skills to facilitate the resolution of good faith insurance claims, employing critical thinking to develop optimal action plans. Made recommendations for arbitration as needed and managed assigned files accordingly. Fostered customer loyalty by consistently exceeding service expectations and aligning with company objectives to maintain competitiveness in the industry. Actively participated in goal-setting sessions with Claims Supervisors, Training Coordinators, and Senior Leads to drive achievement of organizational targets. Took ownership of all new subrogation cases for auto claims, maintaining clear communication with both internal and external stakeholders. Completed assigned tasks under the guidance of Subrogation Supervisors and Customer Service Department Heads, adhering rigorously to company operational guidelines and standards. Strategically prioritized tasks and assignments based on self-established work plans to ensure efficient completion. Managed all incoming and outgoing correspondence, including mail, email, diaries, phone calls, and faxes, with meticulous attention to detail and a commitment to timely and accurate delivery of information to relevant claim departments for processing. Show less

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  Gymboree

  Aug 2001 - Oct 2003

  Assistant Manager

  As Assistant Store Manager, I provided leadership and oversight to a team of 5-8 employees spanning two locations, managing operations from Barton Creek Mall to Lakeline Mall.

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  Texas Mutual Insurance Company

  Aug 2018 - Jun 2022

  Medical Only Adjuster

  Leverage extensive expertise in claims investigation to assess compensability and develop comprehensive action plans aimed at facilitating the full recovery of injured employees with minimal or no recommended impairment ratings. Conduct thorough investigations of complex medical-only claims through meticulous interviews with injured workers, policyholders, and witnesses, ensuring accurate determination of compensability, effective management of reserves, and informed recommendations on claim handling. Administer workers' compensation benefits to injured workers with strict adherence to regulatory compliance and meticulous management of moderate to complex claims. Demonstrate exemplary proficiency in claim file management and consistently deliver superior customer service. Periodically travel to the Corporate Office in Austin, TX for professional development and team-building initiatives. Show less

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  The Home Depot

  May 2020 - now

  Customer Experience Specialist

  1. Client Relationship Management: Foster strong relationships with clients, serving as the primary point of contact for inquiries, concerns, and escalations. Proactively address client needs and ensure exceptional service delivery.2. Claims Resolution Expertise: Utilize in-depth knowledge of insurance policies and regulations to effectively manage claims resolution processes. Conduct thorough investigations, assess coverage, and expedite claim settlements to achieve optimal outcomes for clients.3. Ownership and Accountability: Take ownership of client accounts and assigned projects, demonstrating a proactive approach to problem-solving and resolution. Ensure accountability for deliverables and maintain regular communication to keep clients informed.4. Team Collaboration: Collaborate closely with internal teams, including Claims Leadership, Legal Representatives, and Case Managers, to streamline processes and enhance service delivery. Provide support and guidance to team members to drive collective success.5. Strategic Communication: Employ excellent verbal and written communication skills to effectively convey information to clients and internal stakeholders. Articulate complex concepts clearly and provide actionable insights to drive decision-making.6. Performance Analysis and Optimization: Utilize analytical skills to assess performance metrics and identify areas for improvement. Implement strategies to optimize service delivery, enhance efficiency, and exceed performance targets.7. Compliance and Risk Management: Ensure compliance with regulatory requirements and company policies in all customer service activities. Mitigate risks and proactively address compliance issues to uphold client trust and integrity.8. Continuous Learning and Development: Stay abreast of industry trends, best practices, and emerging technologies relevant to customer service management. Continuously enhance skills and knowledge to adapt to evolving client needs and market dynamics. Show less

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  Progressive County Mutual Insurance

  Jun 2022 - now

  (ARBI) Attorney Representative Bodily Injury Adjuster

  Conduct thorough liability investigations based on reported loss details. Take ownership of assigned claims files to confirm coverage or denial analysis, ensuring same-day contact, evaluation, and setting of case reserve amounts. Execute First Party UM/UIM/PIP injury investigations by obtaining recorded statements and signed medical authorizations, while acquiring medical bills, records, and lost wage documentation. Manage claims inventory promptly, liaising with Claims Leadership/Management, Attorneys, Case Managers, Law Office Staff, and Policyholders. Demonstrate excellent communication and problem-solving skills, handling time-sensitive information confidentially and utilizing strong numerical and analytical abilities to interpret and manage data effectively. Successfully negotiate compensation and settlement agreements, including Time Limit Demands and Third Party Permission to Settlement Requests, employing strategic reward structures. Identify potential claim exposures, subrogation opportunities, and make appropriate referrals. Prepare coverage correspondence, such as Reservation of Rights and Disclaimer letters, within authorized levels. Investigate auto claims with coverage complexities, interpreting policies, statutes, and case laws to ensure accurate assessments. Maintain organized personal diaries on claim systems and Outlook to optimize efficiency and meet deadlines effectively. Show less