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.
