Customer Service & Claims Supervisor
NALC Health Benefit Plan
(2014-06 – 2026-05)
- Managed daily customer service and medical claims operations in a fast-paced, high-volume call environment
- Led, trained, and supported teams of more than 40 employees while maintaining productivity and service standards
- Resolved escalated customer and claims issues with professionalism, accuracy, and discretion
- Reviewed written communications and claims documentation for clarity, compliance, and consistency
- Coordinated workflows, priorities, and operational deadlines across departments
- Processed, reviewed, and adjudicated medical claims according to benefit plans and policy guidelines
- Maintained confidentiality while handling sensitive customer, legal, and claims information
- Collaborated with leadership and internal departments to improve operational efficiency and service delivery
Legal Department Analyst at NALC Health Benefit Plan
- Coordinated with attorneys and legal firms regarding subrogation claims and documentation while maintaining detailed claim records and documentation to support timely processing and resolution
Customer Service Representative at NALC Health Benefit Plan
- Delivered high-quality customer service in a high-volume call center environment
- Assisted members and providers with claims, benefits, account inquiries, and issue resolution
Claims Analyst at NALC Health Benefit Plan
- Processed insurance claims accurately and efficiently according to established procedures and benefit guidelines
Office Manager
Crothall Laundry Services-formerly Inova Healthcare Textile Services
(2004-12 – 2014-06)
- Provided administrative support to the Director, Assistant Director and Operations leadership team, ensuring efficient day-to-day business operations
- Managed calendars, scheduling, travel arrangements, and office workflows
- Coordinated vendor relationships, purchase orders, billing, and accounts receivable processes
- Supervised administrative staff and supported daily office operations
- Processed payroll and maintained HR records for approximately 170 employees
- Assisted with hiring, onboarding, employee support, and internal communications
- Supported reporting, documentation management, and operational coordination
- Planned and coordinated employee meetings and workplace activities fostering employee engagement and supporting organizational goals
Executive Assistant
Smith-Midland Corp. & Easi-Set Industries
2003-10 – 2004-10)
- Provided executive-level administrative support to company leadership
- Coordinated schedules, meetings, travel arrangements, and follow-up activities
- Prepared reports, meeting materials, and internal documentation
- Assisted with business development tracking and reporting
- Planned and coordinated all workplace meetings and employee events
Office Coordinator / Secretary II at Christopher Consultants, Ltd. (2003-02 – 2003-10)
- Prepared and proofread professional correspondence, reports, and proposals
- Supported scheduling, purchasing, and daily office coordination
- Maintained operational reports, records, and schedules
- Assisted with workflow organization and administrative support functions
Executive Administrative Assistant / Buyer's Assistant
Hagopian World of Rugs
(1998-05 – 2002-12)
- Supported executive leadership with administrative and operational responsibilities
- Managed schedules, communications, and daily office priorities
- Coordinated vendor communications, purchase orders, and inventory tracking
- Assisted with accounts payable, invoicing, shipping, and receiving
- Supported marketing initiatives and customer service operations
- Maintained reports, records, and operational documentation
