Bernadette Shand
Summary
Claims analyst with proven expertise in claim handling and operational excellence. Manages daily workloads while consistently meeting performance targets in accuracy and turnaround time. Provides effective training and coaching to improve team capabilities and ensure compliance with processes.
Overview
27
27
years of professional experience
Work History
Claims Analyst
Cigna Healthcare
06.2014 - Current
- Manage daily workload effectively, consistently achieving key performance targets across accuracy, turnaround time, and quality.
- Served as point of reference for complex or escalated queries, assisting immediate team and wider business areas.
- Provide real‑time support to the client executive chat, ensuring clear communication and high‑quality resolutions.
- Authorise and review the work of newer colleagues, ensuring accuracy, compliance, and consistency while identifying individual training needs.
- Delivered feedback and coaching to enhance colleague development and uphold operational standards.
- Chosen for two business trips to India to support onboarding of new staff, delivering training and guidance as a subject matter expert (SME).
- Facilitated 4-week training programme for employees transitioning into claims team, boosting team capability and confidence.
Customer Service Representative
EE
GREENOCK
03.2012 - 04.2013
- Managed inbound customer service calls, resolving queries and complaints to enhance customer satisfaction.
- Delivered front‑line support to customers, resolving enquiries with professionalism, patience, and clear communication.
- Achieved consistently high customer satisfaction scores through active listening and problem-solving.
- Handled billing, account updates, and service queries, ensuring data accuracy and timely resolution of complaints.
- Collaborated with team members to achieve daily service targets and enhance overall customer experience.
Mortgage Underwriter
Royal Bank of Scotland
GREENOCK
12.1999 - 02.2012
- Assessed mortgage applications through credit profile reviews, affordability analysis, income verification, and risk factor evaluation to facilitate responsible lending decisions.
- Applied regulatory frameworks and internal policies to deliver accurate, compliant underwriting outcomes.
- Produced detailed underwriting notes that substantiated approval or decline decisions, ensuring transparency in the underwriting process.
- Maintained high accuracy and contributed to improved processing times through strong attention to detail.
- Liaised with brokers, applicants, and internal teams to clarify documentation and resolve queries, enhancing communication efficiency.
Skills
- Claims Processing
- Quality Assurance & Accuracy
- Analytical Decision‑Making
- Customer Focus & Outcome Delivery
- Workload Management & Productivity
- Operational Excellence
- Training, Coaching & SME Support
- Adaptability and Multitasking
- Team Collaboration
- Professional Communication
Timeline
Claims Analyst
Cigna Healthcare
06.2014 - Current
Customer Service Representative
EE
03.2012 - 04.2013
Mortgage Underwriter
Royal Bank of Scotland
12.1999 - 02.2012