Marshia Henderson
Phoenix
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Compliance Analyst
Aerotek
01.2021 - Current
- • Triages all incoming calls from client and contractor regarding new workers’ compensation claims
• Intake new claims and act as liaison between employee and third party administrator
• Enters claim data into claims management system
• Answer incoming calls from including calls from clients, contractors, field offices employees, claims adjusters
and physician
• Refer injured workers to treatment facilitates and arrange for transportation when needed
• Places outgoing phone calls to claimants, clients, field office employees, claims adjusters and physicians for
outreach and follow up on claims
• Document phone conversations in claims system
• Identify Red flags for Claims Review Specialist and alert Compliance Supervisor for any claims that must be
removed from Medical Only desk
• Assist adjuster in investigation of claims by gathering and forwarding information need to analyze liability and
root cause of accident
• Ensure all paperwork received and submit to TPA - Submit wage statements to TPA per request
- Update adjusters on changes of the work comp claim status
- Perform related duties and responsibilities as required
- Assist in the placement of injured workers in Light Duty positions
Technical support
Asurion
08.2014 - 12.2020
- Increased customer satisfaction by providing timely technical support and resolving issues effectively.
- Provided quality technical support for AT&T via telephone or live chat.
- remotely access phones and computers to diagnose issues with their devices or tablets. Alternatively, I guide customers through the troubleshooting steps.
Customer Service Generalist/ Escalation Manager
TeleTech
01.2013 - 07.2014
- Hyundai: Tasked with responding to customer inquiries about their vehicle's warranty or general questions concerning their Hyundai cars.
- Managed high-volume phone calls, providing efficient and accurate information to customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution.
- Participated in regular team meetings, contributing insights for better serving customers'' needs and expectations.
- BHW (Bureau Health Workforce): Handles inquiries about loan repayment and scholarship programs for individuals in the nursing or medical fields, as well as researching issues that exceed the call center's scope.
Education
No Degree - General Ed
Delta College
Stockton, CA12.2012
Edison High school
06.2007
Skills
- Tech Support
- Critical Thinking
- Documentation skills
- Customer service
- Operating Systems
- Workers' Compensation
- Compliance Management
- Microsoft Windows
- Typing
- Data Entry
- Adobe Acrobat
- Investigations expertise
Additional Information
- QUALIFICATIONS
- Can work well independently and/or part of a team
- Excellent customer service skills
- Ability to work in fast- paced environment
- Works well with and/or without supervision
- Dependable, responsible contributor to success
- Confident hardworking employee who is committed to achieving excellence
- Highly adaptable, positive attitude, and open to new ideas
- Enthusiastic, quick learner, highly motivated
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Compliance Analyst
Aerotek
01.2021 - Current
Technical support
Asurion
08.2014 - 12.2020
Customer Service Generalist/ Escalation Manager
TeleTech
01.2013 - 07.2014
No Degree - General Ed
Delta College
Edison High school
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