JOYCE SOLOMON
Chicago
Summary
Dynamic Claims Operations Manager with a proven track record at The Room Place, excelling in claims management and team leadership. Spearheaded training initiatives that enhanced operational efficiency and client satisfaction. Expert in vendor relationship management, driving continuous improvement while fostering a culture of collaboration and mentorship within teams.
Overview
25
25
years of professional experience
Work History
Claims Operations Manager
The Room Place
05.2011 - 09.2025
- Oversaw daily claims processing to ensure timely resolution and compliance with company policies
- Developed and implemented training programs for new staff, enhancing team performance
- Analyzed claims data to identify trends and streamline operational workflows
- Collaborated with cross-functional teams to improve customer service outcomes
- Managed escalated claims issues, providing effective solutions to maintain client satisfaction
- Mentored junior team members, fostering a culture of continuous improvement and learning
- Negotiated favorable settlements for disputed claims, protecting company interests while maintaining client relationships.
- Facilitated resolution of escalated customer complaints regarding claim decisions, restoring trust and preserving business opportunities where possible.
- Managed vendor relationships to ensure effective coordination of services related to claim handling, such as medical examinations or vehicle repairs.
Customer Service Manager
Harlem Furniture
04.2000 - 05.2011
- Led customer service team to enhance client satisfaction and engagement.
- Developed training programs for staff to improve service delivery and operational efficiency.
- Implemented feedback systems to gather customer insights and drive process improvements.
- Analyzed service metrics to identify trends and develop actionable strategies for improvement.
- Mentored junior staff, fostering skills development and enhancing overall team performance.
- Managed escalated customer issues, ensuring resolution aligned with company standards and policies.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
No Degree - Business Management
University of Illinois At Chicago
Chicago, ILSkills
- Claims management expertise
- Team leadership
- Continuous improvement initiatives
- Staff training and development
- Budgeting and financial management
- Process improvement strategies
- Vendor relationship management
Timeline
Claims Operations Manager
The Room Place
05.2011 - 09.2025
Customer Service Manager
Harlem Furniture
04.2000 - 05.2011
No Degree - Business Management
University of Illinois At Chicago