2CFBB8E1-3901-4E0E-95A5-20C1B857C3B3-R most recent resume updated 012517
- 1. TRACY TURNER 10 South Culver Street, Baltimore MD 21229 TTurner21229@yahoo.com (410) 350 - 4766 MANAGEMENT PROFILE Highly accomplished professional with more than fifteen years in the insurance industry having a solid background in business acquisitions,takeovers and implementing new product lines, policies and procedures. Demonstrating knowledge of industry claim practices and trends. Skilled at developing and implementing targeted business initiatives across various worksites. Highly effective team leader with proven ability to build long-term internal and external business relationships. CORE KNOWLEDGE AND SKILLS Workflow Distribution Planning Team Leadership & Training Operations Management Relationship Management Cross-Training Team Coordination Conflict & Dispute Resolution Coaching/Monitoring EDUCATION AND TRAINING Situational Leadership Influence Course 2008 Anti-Money Laundering 2009, 2011, 2013, 2014 Managing Virtual Teams Seminar Course 2008 Ethical Market Conduct 2010, 2013 University of Phoenix (Project Management) 2007 Ethical Awareness 2011 Catonsville Community College (Major: Accounting)1988 Workplace Diversity 2015 Western High School (College Preparatory) 1987 Fraud Prevention 2016 PROFESSIONAL EXPERIENCE TRANSAMERICA LIFE INSURANCE COMPANY, Baltimore, MD Transamerica Life Insurance Company offers term and whole life insurance directly to consumers via mail, phone,and the Internet It is also a member of the AEGON Group, one of the worlds largest insurance organizations. Senior Claims Specialist III August 2000 to Present Investigate and process complex claims for insurance, as well as, non-insurance products requiring high level judgment, thorough knowledge of applicable laws and regulations, precedents and/or well developed negotiation skills for Life, Accidental Death, Disability, Involuntary Unemployment Workers Compensation and Family Medical Leave claims within authorized time limits in conformity with all regulatory, legal, company and departmental standards. Investigate medical, financial and occup ationalissues as they relate to initial and ongoing claims. Interview claimants, medical specialists and employers to determine pertinent claim information. Respond to written and verbal inquiries and complaints, including demand letters from attorneys and government agencies regarding policy benefits, claims processing/handling and settlement. Develop and implement claim procedures, forms, and philosophy as products and legal guidelines dictate. Cross train staff on all incoming and existing products across various business locations; created and implemented the use oftwo (2) training manuals for newand non-insurance product as theirselective industry standards require; created and implemented the use of new claim forms for all insurance and non-insurance products to be used across all Transamerica US business sites for credit, bank/dealer and mortgage insurance products. Customer Service Specialist November 1998 to August 2000 Respond to telephone inquiries from policy holders and general public regarding insurance policy interpretation, benefits, beneficiaries and premium charges. AARP-Washington, DC Consultant/ Norrell/ Spherion, Washington, DC Senior Member Service Representative (MSR II) October 1995 to August 1998 Act as the primary liaison between AARP and its membership. Answer telephone inquiries from members and general public as it pertains to AARPs programs and activities, Medicare Part B, along with its position on legislative and consumer issues facing older generations. Provide consumer referral information, as well as supervise its Call Center of approximately 75 employees when
- 2. needed. Monitor the flow of incoming calls and MSR availability, call handling time and ACW (After Call Work). Attend to the needs of irate callers. Provide feedback to MSRs when needed. TRAINING AND PROFENCIES Microsoft Word Processor1 (Claim System) CROSBIE (Claim System) Excel ACE (Claim System) GENESYS (Admin System) RIMS (Claims System) Customer Tracking Clarify (Admin System) Workflow (Claim System) Automated Work Distribution (Admin/Claims System) PERSONAL EXPERIENCE BALTIMORE FREEDOM MIDDLE/HIGH SCHOOL Parent/Teacher Organization (PTO) Executive Board Member, Secretary June 2009 to June 2012 Core group member instrumental for developing and implementation of their parentteacherorganization as mandated by state and local school district policy. Keep all records of the organization, take and record minutes, prepare the agenda, handle correspondence, and send notices of meeting to the membership. Maintain a copy of the minutes book, bylaws, policies and procedures.Membership list and any other necessary supplies and brings them to meetings. Instrumental in the selection of school principals for upper and lower schools. BALTIMORE CITY PUBLIC SCHOOLS, PCAB Parent and Community Advisory Board Member July 2010 to July 2016 o Secretary July 2011 to August 2014 o Chairperson September 2014 to July 2016 Oversaw the handling of an annual $1.3 to 1.9 billion dollar budget for Baltimore City Public Schools (BCPS). Assist and advise BCPS in the planning and development of educationalpolicies and procedures; advise on the implementation of education policies and procedures; assist the administration in the evaluation of newly proposed and/oramended policies an d procedures; recommend solutions to incorporate the views of parents and community members in the development of policies and procedures; recommend activities that improve communication and relationship between BCPS, parents and the community; assist in identifying community resources through school and neighborhood rallies, Mayors Office and partner initiatives; listen to any person that may have questions,concerns or recommendations for BCPS providing guidance to the correct department, division or location for resolution and/oradditional assistance,when needed; Assessand disseminate all state and federalpolicies that may impact BCPS. Represented PCAB as an essential partner in the interviewing and selection of School Board Commissioners. Moderate panel discussions. Facilitate all meetings whether at headquarters or within the community. Recruit and match parents, teachers, students and community members for volunteer opportunities within the school systemand communities throughout the city. REFERENCES Furnished upon request