Deandra Reece

Experience

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  Indianapolis Housing Agency

  Jul 2013 - Apr 2015

  Special Project Coordinator

  •Coordinated the electronic flow of information to internal and external business partners• Implemented consultative skills to maintain an active case load of 30-40 clients weekly along with waitlist applicants on the federal section 8 housing program• Review and process new applications averaging 10-20 daily• Reduced complaint rates by 22% the first year and an additional 12% the following year• Increased efficiency by 15% though the implementation of project managements tools and resources• Wrote procedures for a team of 15+ reducing errors by 11%• Prepare, record, check and proofread correspondence, invoices, presentations, reports and all relevant material• Engaged clients in deep, informational program discussions and presentations by providing value- added education of services• Open and distribute incoming standard and electronic mail files• Delivered expertise by identifying and analyzing client and agency needs to ensure high satisfaction rates while maintaining steady growth Show less

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  CNO Financial Group

  Apr 2015 - Jun 2017

  Senior Customer Resolution Representative

  • Devise and deploy successful approaches to retain customers and boost brand loyalty• Model exceptional customer service skills and appropriate diagnostic resolution techniques to team members• Configure customer accounts in accordance with business models and regulations• Maintain and track accurate data in various computer databases exceeding documentation standards• Interpret and communicate business expectations to all external partners while maintaining confidentiality• Contribute ideas and offer constructive feedback in both team and individual settings• Worked to accommodate new and different insurance requests in additional to exploring new value opportunities to optimize insurance agency reputation• Review and process claim checks• Made outbound calls to resolve NIGO (not in good order) issues through until completion for processing Show less

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  Delaware Life Insurance Company

  Jun 2017 - now

  Senior Customer Service Coordinator/Contract Administration

  • Researched outstanding issues on contracts to provide areas of opportunity for peers• Evaluate customer information, exploring issues, develop potential solutions and maintain high-quality service, using 6 separate databases• Examine and evaluate financial information systems, and recommended controls to guarantee system reliability and data integrity, thus reducing timeframes by 50%• Account ledgering including the reconciliation of all transactions with external financial institutions and third-party vendors• Review suitability while providing end to end processing of all new applications averaging 25-40 per day• Verified agent licensing qualifications and complete appointments• Provide application status updates to customers, agents, back offices and third party vendors• Selected by leadership to serve on employee/leadership council• Initiated the claims process averaging 20-30 weekly Show less