COURTNEY FITZGERALD
Festus
Summary
Highly motivated employee with extensive customer service skills. Very punctual and professional in workplace. Very excited to help promote teamwork and a positive work environment. Extremely disciplined and very goal oriented. Constantly shooting for self-improvement and achieving consistent superior performance while maintaining compliance and integrity. Responsible and mature adult that is willing to work hard as well as exceed quality expectations. Independent problem solver while utilizing critical thinking. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. My current average submission rate is 980 tasks per month with 5 or less errors. Goal: To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, self managed workload, self accountability, excellent time management and problem-solving skills and a great team environment!
Overview
12
12
years of professional experience
1
1
Certification
Work History
Escalation Response Specialist III
Centene Management Corporation
03.2022 - Current
- Manage five states incoming and outgoing materials, calls, insurance claims, and provider/member manuals.
- Onboard and train new team members
- Successfully de-escalate provider/member complaints to avoid provider/member abrasion
- Consistently achieved required months metrics of 95% or higher productivity and adherence
- Achieved 100% quality 10/12 months in 2025
- Claims Adjudication review
- Quality Audits
- Health insurance plan reviews
- Refer providers to manuals and policies regarding billing and coding procedures
- De-escalate uneasy providers when going over claim results
- Provide the necessary resolution for claim corrections, reconsideration, and appeals with regards to the appropriate timely filing guidelines
- Maintain great knowledge of Amisys, Cenpas, Trucare, Portico, and Omni, Adhoc
- Workflow through, Microsoft outlook, Workday, Word, and Excel
- Maintain great knowledge of HIPAA
Sales Associate
AT&T
Festus, MO
09.2018 - 05.2022
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Consistently maintained top 3 out of 30+ employees with customer satisfaction and monthly sales quota achievement.
Insurance Producer
Andrew Poston State Farm
01.2020 - 12.2020
- Meet call and sales quota on a weekly and monthly basis
- Achieved chairman's circle 2020
- Average of 50 apps per month (app based not premium based)
- Earned tier two within my first 6 months of selling
- Earned several monthly sales bonus' based off monthly sales and tiers
- 20+ life apps my first 11 month
- Responsible for knowing where we are goal wise as opposed to where we need to be by EOM and EOY to achieve certain office goals and rank at the top of our district
- Managed Microsoft Excel and Microsoft word to manage prospects and current goals for agency
Experience Store Manager
Max
08.2014 - 09.2018
- Conduct leadership meetings
- Present monthly and quarterly goals and achievements to superior
- Take lead on customer/ client disputes
- Prepare and complete loan applications for customers
- Handle vehicle titles and legal documents associated with loans
- Prepare lien release for vehicles to be released to customers after loan was fulfilled
- Had to be proficient in many different computer applications to complete loan processes
- Completed field visits and customer contact to ensure prompt monthly payments were on time
- Changed status of vehicle from current to default and contact customer accordingly
- Manage and check for accuracy with fees percentage, expenses, PCO, NCO, profits, total accounts and YTD goals comparisons
- Appraise vehicles and determine value to adjust loan per Actual Cash Value
- Complete inventory and appraisal on vehicles that were repossessed to ensure resale for fulfillment of loan
- B2B communication to set up business relationships in hope to grow our business
- Cold calls: Performed daily to ensure repeat business from paid off guests
- Understand different type of loans, interest rates and terms
Education
Bachelor of Public Administration - Public Administration
Capella University
05-2027
Insurance Producer License - Real Estate, Life & Health, P&C
Coldwell Banker Gundaker School of Real Estate
01-2014
High School Diploma - General Education
Herculaneum High School
Herculaneum, MO01-2011
Skills
- Outstanding interpersonal skills
- Prioritization
- Success driven
- Willingness/ adaptability
- Superior documenting/ organizing ability
- Leadership qualities
- Self-disciplined
- Time Management
- Excellent communication skills
- Strong work ethic
- Microsoft applications
- Critical Thinking
- Records Preparation
- Administrative Support
Websites
Certification
- Insurance Producer
- Life, P&C Insurance Producer License, Insurance And Risk Management, 11/2019
Timeline
Escalation Response Specialist III
Centene Management Corporation
03.2022 - Current
Insurance Producer
Andrew Poston State Farm
01.2020 - 12.2020
Sales Associate
AT&T
09.2018 - 05.2022
Experience Store Manager
Max
08.2014 - 09.2018
Insurance Producer License - Real Estate, Life & Health, P&C
Coldwell Banker Gundaker School of Real Estate
High School Diploma - General Education
Herculaneum High School
Bachelor of Public Administration - Public Administration
Capella University