Nora Nenova

-Multiple data source splitting, referencing, and payments generation of insurance claims - Medical, Foreign car damage, Fire and property damage, Common Law payments claims, etc.

-Processing multilingual claims-related data in designated application systems, supporting our Belgium Claim Handlers.

- Emergency escalations management and fast-paced resolution driving (systems errors, case-based invoice errors, double payments, payment reconciliation errors).

- Researches and resolves general inquiries, billing, and data issues.

- Daily workload distribution of payment tasks.

-Training and development of new hire colleagues' payment tasks.

-Reporting and KPI tracking data governance for the team, supporting strict adherence to contractual guidelines, country regulations, and SOP procedures, driving documentation management best practices.

- Provided reception support and documentation upkeep.

- Managed reservations and bookings; managed floor staff.

- Creating a rotation schedule for the team.

- Maintained client records.

- Established efficient workflow processes, monitored daily productivity, and implemented modifications to improve overall effectiveness of personnel and activities.

- Oversaw office equipment maintenance to support continuous and uninterrupted operations.

- Processed incoming calls on a high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.

- Oversaw complaints and addressed, resolved, or escalated issues to management personnel to ensure customer satisfaction.

- Organized and managed international team workload distribution; supported the upkeep of hospitality requirements.

- Trained team members, driving strategic KPIs and monitoring progress towards set goals.

- Organized the reservation and booking schedule.

Improved organization of files and records by instituting a new system that saved time, minimized errors, and accelerated payments.

- Provided high-quality customer service.

- Promoted to assistant manager due to exceptional service achievements.

- Managed a team of 15 therapists.

- Trained newcomer staff in various massage techniques.

- Schedule and booking handling.

- Maintained inventory database.