Claims Operations Specialist - Integon
(2025-02 - 2026-07)
- Managed high-volume inbound communications for policyholders experiencing active emergencies, ensuring rapid and empathetic incident intake.
- Accelerated claims processing times by accurately verifying active coverages and capturing critical incident data (date, time, extent of damage) directly into Epic.
- Optimized file routing efficiency by evaluating accident details and dispatching files to regional adjusters, consistently meeting or exceeding strict department SLAs for customer wait times.
- Guided 50 clients daily through complex policy protocols, de-escalating tense situations and setting clear expectations for the claims lifecycle.
Sales Supervisor & Agent - Sales-Hub
(2023-03 - 2025-01)
- Directed a high-performing sales and customer service team, executing weekly training and mentorship sessions that improved overall agent closing rates and call quality.
- Monitored daily sales operations and live chat queues, conducting root-cause analysis on escalated tickets to resolve client issues efficiently.
- Designed and enforced standardized operational protocols for accurate daily reporting, increasing team transparency and accountability to management.
- Consistently met or exceeded individual sales targets as an agent prior to promotion, utilizing SalesHub/Genesys Cloud, to track leads and customer interactions.
Operations Manager & Dispatcher - International Dispatch Logistics - California
(2021 - 2023)
- Spearheaded the launch and stabilization of 2 distinct Non-Emergency Medical Transportation (NEMT) accounts within a strict 90-day timeline.
- Managed daily operations for a distributed team, overseeing 15 agents and 15 field drivers located across California.
- Optimized daily routing logistics for 100 to 200 daily trips, ensuring strict adherence to patient appointment times and minimizing transit delays.
- Elevated client satisfaction through cross-functional collaboration with medical providers, facility administrators, and patients to coordinate complex transport schedules.
Team Lead & Supervisor - Telvista
(2015 - 2021)
- Supervised daily call center operations for a team of 30 agents, managing complex shift schedules and ensuring 100% accuracy in weekly payroll administration.
- Conducted rigorous quality assurance reviews on agent calls, providing actionable feedback to improve client resolution metrics and adherence to company standards.
- Served as the primary escalation point for complex client and agent inquiries, utilizing conflict resolution strategies to retain high-value accounts.
