1. Andrea M. Kinchen
801 Topaz Valley
Canton, GA 30114
Home Phone: (770) 490-0714
Email: a_strock94@yahoo.com
OBJECTIVE
Apply experience with quality assurance, employee and client education, and customer service to ensure
performance goals are achieved while meeting or exceeding client standards.
AREAS OF EXPERTISE
Acrosoft Mentoring Education Modules
New Hire/Continuing Education Image Right Performance Feedback
Quality Management Team Building IEX Call Management System
WORK HISTORY
Builders Insurance Group, May 2014-Present
Atlanta, GA
Provider of Workers Comp, Generality Liability and Umbrella insurance to companies
Cash Poster
• Responsible for posting payments to the insurance policies submitted by the insureds including both paper
checks and online payments
• Ensuring that the deposit to the bank matches the money posted to the insured’s policy
• Process returned payments which includes reversing the payment posted and advising the account
representatives of the returned payment so that the insured can be advised to submit another payment
• Process refunds for previous year insurance policies which includes verifying that there is not money owed
on another policy, that a current policy is not past due, and contacting the insured if the refund needs to be
transferred to another policy instead of a check being sent
• Balance the daily cash flow spreadsheet to ensure that the money that went to the bank matches the money
keyed on to all of the policies
• Responsible for keying the payroll information for the monthly self-report insurance policies and ensuring
that the information is correct so as to generate an accurate bill for the insured to pay
• Responsible for running reports for surplus and payments and fixing any discrepancies appearing on those
reports
• Work with Finance to ensure balancing for month-end and year-end is complete
• Assisting customers and insurance agents on the phone with billing questions, questions regarding an audit,
payments, and reinstatements
HMS Employer Solutions, January 2009- Present
Atlanta, GA
Provider of Dependent Eligibility Verification Audits for Employer-Sponsored Health Insurance
Call Center Representative Level II
• In compliance with HIPPA regulations review employee-submitted documentation to verify dependent
eligibility for health insurance and benefit coverage
• Handle incoming calls from employees regarding the status of dependent documentation
• Place outgoing calls to employees to complete file and obtain documentation needed to substantiate
employee and dependent eligibility for benefit coverage
• Record eligibility data into a proprietary software application ensuring documentation received is entered
accurately and note in detail any additional necessary information
• Prepare letters to advise employees of additional required information to verify coverage eligibility
• Oversight and quality control review and correction (as necessary) of files worked by processors
Bank of America/MBNA America, May 2002 to July 2007
Kennesaw, GA

2. Quality Coordinator, Fraud Prevention Department, June 2003 to July 2007
• Led education and information sessions for new hires preparing them for success in inbound and outbound
Fraud Prevention initiatives
• Prepared and conducted weekly team meetings to review departmental and company performance to ensure
goals were met on a monthly, quarterly, and annual basis
• Developed and administered team-building exercises and contests to motivate employees to meet or exceed
performance goals, enhance employee morale and improve employee retention while promoting a positive
work environment
• Managed teams on a rotational basis, motivating and coaching team members to achieve productivity goals
and ensuring customers consistently received superior customer service
• Facilitated weekly listening sessions with representatives to identify best demonstrated practices and
develop communication for the department to emphasize strengths and opportunities for improvement from
each session
• Utilized Call Management System and IEX to achieve operational efficiency, maintain appropriate staffing
levels to meet call volumes and ensure customer satisfaction, and adherence to performance standards
• Responsible for setting up and maintaining system access for all members of the department
• Performed monthly quality account reviews and administered feedback to representatives based on accuracy
of fraud claims, documentation, verification, and monetary adjustments
• Conducted bi-weekly dispute meetings with senior management to review department processes and
feedback provided during account reviews challenged by representatives
• Analyzed quality errors and developed monthly reporting for distribution within the department to highlight
common trends among representatives and recommend solutions to enhance the customer experience and
minimize fraud losses
Fraud Prevention Call Center Representative, Fraud Prevention Department, May 2002 - June 2003
• Reviewed credit card accounts to detect potential fraudulent activity
• Utilized fraud strategies to determine if an account hold should be placed on a customer account if unable to
make contact with the customer
• Placed outbound calls to customers with suspect transaction(s) to verify the validity of the transaction(s)
• Handled inbound calls from customers with questions or issues related to fraud investigations, closed
customer accounts, and opened new accounts as required so as to prevent further fraudulent activity
• Consistently exceeded company goals for fraud prevention
SBA Inc., March 2000-February 2002
Boca Raton, FL
Human Resources Assistant
• Assisted Vice President of Human Resources and Human Resources department with various projects
including record keeping for employee stock options, the preparation of employee presentations, and event
planning including department meetings and the benefits fair for employees
• Created, prepared and maintained multiple spreadsheets and databases for tracking 401K vesting, insurance benefit
selections and other employee benefit elections
• Processed new hire paperwork
• Coordinated enrollment for medical and dental insurance and processed short-term disability requests.
• Assisted in processing requests related to the 401k plan, prepared enrollment kits, and distributed fund
prospectus information for the 401k plan.
Five Star Productions, January 1999-February 2000
Delray Beach, FL
Administrative Assistant
• Supported Executive Vice President of Programming and Associate Producers by preparing client proposals,
participation agreement contracts, and drafted general correspondence with prospective clients.
• Created and maintained reporting structures, including databases and spreadsheets, to effectively track sales and
requests for proposals to allow for client follow through in a timely manner

3. • Prepared formal presentations, developed year-end reports, and organized company functions
MBNA America, December 1997-January 1999
Boca Raton, FL
Customer Satisfaction Specialist
• Addressed potential and existing customer issues and requests, including performing monetary adjustments,
assisting with billing disputes, identifying potential risk/fraud occurrences, and handling diverse credit
issues
• Responsible for peer interviewing, mentoring, and participating in the Boca Pathways leadership program
• Exceeded all performance standards during full tenure and achieved monthly top-performance recognition
EDUCATION
Florida Atlantic University, December 1997
B.A. Degree, Finance
_________________________________________________________________________________________________________
SKILLS
• Microsoft Office Suite - Word, Access, Excel, Outlook, and PowerPoint •
• IEX Call Management System • DC4 (database used for dependent eligibility)
• Type at 65 words per minute • Shortel
• SAP Crystal Reports
• Point
• Adobe
• People Soft
• Acrosoft
• Image Right