Deanna Russell
New Lenox
Summary
Seeking an opportunity to obtain a challenging Administrative/General Office position that will utilize my experience in executive support, administration and superior customer service. I will employ my leadership and organizational skills, in addition to my strong interpersonal skills and experience, to meet the challenges that will directly contribute to the high quality standards required for a successful organization's growth and profitability.
Claims professional who values precision and efficiency in claims evaluation and resolution. Proven track record of managing high caseloads and settling claims accurately in compliance with company standards. Known for strong collaboration with team members and adaptability to changing needs, ensuring reliable performance and positive results.
Overview
41
41
years of professional experience
Work History
Claims Adjustor
ECP
04.2022 - 05.2025
- Negotiated favorable settlements with claimants, examined claims forms and other records to determine warranty coverage.
- Verified warranty claims and determined fair amount for settlement.
- Conducted thorough investigations of complex warranty claims, gathering evidence and analyzing relevant documentation.
- Contributed to a positive work environment through active participation in team meetings and collaborating on cross-functional projects.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Evaluated coverage accurately by interpreting complex warranty policies and applying them to specific claim scenarios.
- Evaluated coverage accurately by interpreting complex warranty policies and applying them to specific claim scenarios.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Facilitated smooth transitions for policyholders during the claim process by liaising between various departments, ensuring all parties were informed and engaged.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Developed strong relationships with repair vendors, ensuring quality service and fair pricing for clients in need of repairs after an incident.
- Provided exceptional customer service, addressing concerns, and answering questions promptly.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Identified warranty coverage limitations with thorough examinations of claims documentation and related records.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Read over warranty policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Customer Service Representative
Remes Auto Body
06.2016 - 03.2022
- Acquire new clients, both Consumer and Small Business, via lobby engagement, outbound calling, and off-site events
- Deepen existing client relationships, both Consumer and Small Business, via needs based conversations and cross selling; educating and roleplaying around customer engagement scenarios
- Retain both Small Business and Consumer relationships by providing proactive and reactive customer solutions
- Partnering with Merchant Service Representative to offer solutions for Small Business
- Answered very busy phone calls to help with all car repairs in the shop or future repair needs.
- Partnering with Customers to fill their car repair needs.
- Entered insurance estimates
- Worked with the lenders to supply any conditions/problems or further info that needed to be addressed for approval, scanning, faxing, customer service
- Ordered all office supplies needed.
Medical Claims Processor
Cigna Insurance Company
01.2010 - 01.2012
- Examine medical claims for completeness of information, numbering claims sequentially if necessary
- Data enter claims in the claims processing system based on information given by the provider
- Enter appropriate International Classification of Diseases (ICD), Current Procedural Terminology (CPT), Healthcare Common Procedure Coding System (HCPCS) codes, or other local codes and provider identification number.
- Apply contractual benefits, medical policy and operational procedures to resolve medical claims
- Coordinate benefits with other insurance carriers
- Record claim finalization status on form (amount paid or denied) date and stamp with examiner's name
- Return finalized medical claims and incomplete claims with transmittal sheets to designated control station
- Perform additional duties as assigned by management
Medical Billing Analyst
Reimbursement Specialists Inc
01.2005 - 01.2008
- Responsible for the maintenance of the patient's documents and their addresses, including maintained the patient's information, reports, income reports and statistics with balancing the daily schedule.
- Processed patient billing statements, reimbursement claims, post transaction and data.
- Dealt with customer and hospital inquiries and responded to them by telephone or by writing.
- Responsible for the reports distribution, telephone and generation of the bills.
- Prepared records of accounting, reports of registration, results of investigation etc.
- Kept records such as the prepaid vouchers, overpayment and incorporate charges shown on customer account.
- Day to day support for two managers. This includes taking phone messages, typing requested documentation, preparing billing, typing up and mailing correspondence and any other additional duties as requested.
Customer Service Representative
Bay Furniture
01.2003 - 01.2005
- Provided support to the sales team, ensuring all sales and service objectives were met.
- Responsible for customer service on furniture sales, duties included answering customer queries, problem solving and providing detailed information on new products.
- Worked with customers in the development of new accounts and establishing credit for furniture purchases. Worked with American General Finance Company to establish store credit.
- Assisted in the development of new policies and procedures for Bay Furniture customer service representatives and participated in the training of new customer service representatives and associates.
- Prepared weekly sales reports for the sales team and sales management and generated repeat business through successful client follow-up.
Computer Room Supervisor
Home Depot
01.1995 - 01.2003
- Processed payroll for all Orland Park Home Depot Store employees, approximately 300 individuals.
- Responsible for computer and technical support of all cash register systems and financial reporting systems.
- Trained and performed on boarding duties for new store employees
- Performed back up cashier, customer support and sales return duties.
- Generate journal entries, monthly reports and concerned financial statements with time for month end close.
Securities Lending Accounting Manager
Harris Bank& Trust
01.1984 - 01.1994
- Responsible for preparing reports, invoices, letters, memos, financial statements and spreadsheets by word processor, spreadsheet, database and software.
- Balanced security accounts for new purchased stocks and bonds.
- Handled the tasks of accounting like managing employee payroll, processing accounts payable, maintaining budget control, finalizing monthly budget reports and preparing investment register.
- Performs facilities management and general office duties like ordering supplies and maintains the records of management systems.
- Responsible for providing administrative and secretarial support for management assisting visitors and answering telephone calls.
- Solved a number of administrative problems and queries.
- Served as a liaison in operational issues and resolution of day-to-day administrative tasks.
Education
Diploma -
Richards High School
Oak Lawn, IL01.1984
Skills
- Critical thinking
- Claims investigation
- Active listening
- Highly motivated
- Claims processing
- Advanced oral and written communication skills
- Decision-making
- Damage assessment
- Customer service
- Problem-solving
- Multitasking and organization
- Data entry
- Conflict resolution
- Claims investigations
Timeline
Claims Adjustor
ECP
04.2022 - 05.2025
Customer Service Representative
Remes Auto Body
06.2016 - 03.2022
Medical Claims Processor
Cigna Insurance Company
01.2010 - 01.2012
Medical Billing Analyst
Reimbursement Specialists Inc
01.2005 - 01.2008
Customer Service Representative
Bay Furniture
01.2003 - 01.2005
Computer Room Supervisor
Home Depot
01.1995 - 01.2003
Securities Lending Accounting Manager
Harris Bank& Trust
01.1984 - 01.1994
Diploma -
Richards High School
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