Carla Minnieweather

Seeking Customer Service Representative role with 16 years of experience in delivering exceptional support and resolving complex issues. Proven track record in handling sensitive information, providing retirement benefits education, and managing customer inquiries across various industries. Skilled in call center operations, claims resolution, and maintaining compliance with HIPAA and data privacy standards.

Benefits Customer Service Representative - One Exchange – Willis Towers Watson - Remote

(2024-03 - 2026-03)

• Provided empathetic assistance to clients through various communication platforms, ensuring a positive customer experience.
• Maintained confidentiality and integrity of sensitive information in strict adherence to HIPAA and data privacy regulations.
• Simplified and communicated intricate health, welfare, pension, and retirement concepts to enhance client understanding.
• Supported participants with 401(k) and IRA related inquiries, including enrollment, contribution modifications, and account resolutions.

Service Delivery Consultant - Chime Solutions - Remote

(2020-09 - 2024-01)

• Addressed customer inquiries concerning coverage, benefits eligibility, and account updates while maintaining high levels of accuracy and professionalism.
• Managed PCP changes, address updates, and account adjustments, effectively resolving claims and billing issues.
• Educated customers on retirement benefits, including employer-sponsored plans and rollover processes, while verifying details for 401(k) and IRA-related inquiries.

Customer Loyalty Representative - Monitronics International - Irving, TX

(2018-06 - 2020-04)

• Resolved billing disputes and collected outstanding balances, contributing to improved customer retention.
• Processed documentation for non-collectable account disconnects, ensuring accurate record-keeping.
• Coordinated equipment retrieval appointments to support operational efficiency.

Customer Service Representative - State Farm - Richardson, TX

(2015-06 - 2018-05)

• Managed 25–50 inbound calls daily, delivering accurate rate quotes and customized solutions to meet client needs.
• Developed and implemented procedures to enhance workflow efficiency within the service center.
• Strengthened interdepartmental communication, ensuring seamless service delivery and collaboration.

Mortgage Service Specialist II - Bank of America - Richardson, TX

(2013-04 - 2015-05)

• Managed 50–80 daily inbound inquiries related to mortgage approvals and account status, ensuring precise communication and documentation throughout the process.
• Coordinated appointments with Customer Relationship Managers to improve client engagement and streamline the mortgage service experience.

Vault Clerk - The Bank of New York Mellon - Irving, TX

(2009-08 - 2013-03)

• Facilitated the delivery of loan files and master pool folders to associates, ensuring timely processing.
• Conducted detailed content inventories to verify the accuracy of loan documentation.
• Reconciled incoming loans and trailing documents to maintain precise records.

High School Diploma - General Education - A. Maceo Smith High School (2007-05)