Account Service Representative at Virginia Farm Bureau (2025-09 – Present)
Manage small group health insurance accounts and provide comprehensive customer service
- Manage small group health insurance accounts, supporting two Account Executives in daily operations, renewals, and client communications.
- Serve as the primary point of contact for policyholders, ensuring prompt resolution of coverage questions, billing issues, and service requests.
- Prepare and maintain accurate client records, quotes, and renewal documentation in compliance with company and state insurance regulations.
- Collaborate with underwriters and carriers to process applications, enrollments, and plan changes efficiently.
- Analyze client needs to recommend appropriate life, health, and annuity solutions aligned with organizational and employee goals.
- Provide proactive client support through clear communication, attention to detail, and a commitment to maintaining long-term relationships.
VICAP Counselor at Crater District Area Agency on Aging (2023-09 – 2025-09)
Coordinated and delivered vital services for the Virginia Insurance Counseling Assistance Program
- Coordinated and delivered vital services for the Virginia Insurance Counseling Assistance Program (VICAP), encompassing Medicare Improvements for Patients & Providers (MIPPA) and Senior Medicare Patrol (SMP) Programs.
- Provided in-depth insurance counseling to seniors and individuals with disabilities, successfully enrolling eligible individuals in Medicare, Medicare Advantage, prescription drug plans, and Medicaid.
- Collaborated cross-functionally in monthly meetings to share best practices and enhance counseling strategies across agencies.
- Managed comprehensive volunteer services, including recruiting, monitoring, and reporting, while ensuring meticulous program activity and record-keeping for regulatory compliance.
Sr Production Coordinator at Capital One (2019-08 – 2023-06)
Provided comprehensive customer support for credit card services and managed high-value dispute and fraud cases
- Provided comprehensive customer support for credit card services, resolving complex fraud and dispute claims through independent research and critical judgment.
- Managed high-value dispute and fraud cases, often with regulatory implications, ensuring meticulous accuracy in customer records and account information.
- Maintained exceptional customer satisfaction by implementing proactive strategies to address and resolve concerns, including consistent follow-up on resolved issues.
Senior Risk Coordinator at Capital One (2017-09 – 2019-08)
Managed escalated collection cases and resolved complex customer inquiries
- Managed escalated collection cases as an Account Manager, resolving complex customer inquiries via inbound/outbound calls and chat regarding settlements, fund releases, payment plans, and account discrepancies.
- Collaborated effectively with team members, leveraging active listening and open-ended questioning to resolve issues, and strategically escalated major problems to management.
- Utilized advanced probing techniques to ascertain reasons for delinquency, successfully negotiating and collecting outstanding payments through one-time or installment methods.
Operations Coordinator at Capital One (2016-04 – 2017-09)
Resolved customer credit card retailer disputes and managed banking operations
- Resolved customer credit card retailer disputes by meticulously reviewing documentation from both customers and merchants.
- Conducted targeted outbound calls to customers to gain a comprehensive understanding of dispute origins.
- Proficiently navigated and managed multiple banking applications simultaneously to streamline operations.
- Performed in-depth account research and updated customer information, ensuring accurate and timely correspondence regarding dispute statuses.
- Delivered exceptional customer service by leveraging extensive product and service knowledge to create positive and welcoming customer experiences.
