Elena Terry

Experienced customer service professional with a strong background in banking and finance. Skilled at navigating multiple systems and screens while keeping clients and internal partners fully engaged. Accurately and efficiently entered relevant notes and information during real-time interactions.

Handled high call volumes with professionalism and a focus on first-call resolution. Expert at resolving customer issues with empathy, clarity, and efficiency. Maintained confidentiality and handled sensitive information responsibly and in compliance with company policies.

Proficient in Microsoft Outlook, Word, and PowerPoint.

Administrative Assistant 1 - Division of Community Affairs

(2025-07)

• Review, process, and issue agency documents in accordance with established policies and procedures.
• Verify the accuracy and completeness of applications, forms, and supporting documentation.
• Maintain essential records, reports, and filing systems to ensure organized and efficient access to information.
• Provide clear and accurate information to clients and stakeholders regarding department programs, services, and regulatory requirements.
• Ensure all applications meet established board guidelines and are processed promptly in alignment with departmental schedules.

Managed Care Coordinator - Horizon Blue Cross Blue Shield

(2023-10 - 2025-04)

• Processed prior authorizations for medical services, ensuring compliance with plan guidelines and timelines
• Verified patient benefits and eligibility for various healthcare plans and services
• Utilized Microsoft Outlook, Word, OneNote, and Teams to manage communication, documentation, and daily workflow
• Navigated multiple healthcare systems including TPX, NASCO, CareRadius, and NCompass to research and update patient information
• Managed inbound and outbound communications using the Avaya call management system to assist members, providers, and internal departments
• Maintained accurate records and case notes, ensuring timely documentation of all actions taken

Customer Service Representative - TD Bank

(2022-10 - 2025-04)

• Assisted customers with a wide range of banking transactions including deposits, withdrawals, transfers, loan payments, and check cashing
• Provided personalized financial guidance by answering questions about products and services, account balances, overdraft fees, and interest rates
• Opened and closed personal and business accounts, ensuring all documentation was complete and compliant with bank policies
• Verified customer identification and maintained confidentiality in accordance with federal banking regulations
• Resolved customer concerns in a timely and professional manner, escalating complex issues when necessary to maintain satisfaction and retention
• Promoted bank products and services such as credit cards, lines of credit, and savings options to help customers meet their financial goals
• Maintained accurate records of all customer interactions in the CRM system and performed end-of-day balancing and reconciliation
• Supported branch operations by helping with audit procedures, cash drawer management, and fraud prevention protocols
• Delivered consistently high levels of customer service in a fast-paced, high-volume environment while meeting individual performance targets

Health Benefits Coordinator - Conduent

(2021-02 - 2022-10)

• Responded to high-volume inbound calls from members, providers, and internal departments regarding claims, eligibility, referrals, PCP changes, and billing inquiries
• Verified member eligibility and benefits through internal systems and external databases in compliance with plan policies
• Maintained strict adherence to HIPAA regulations while handling sensitive health and personal information
• Assisted with processing applications, coordinating transportation, and ensuring access to appropriate healthcare services
• Supported general coordination of care by escalating urgent issues to clinical teams or supervisors for timely resolution
• Provided accurate information related to health plan coverage, prior authorization requirements, and network participation
• Documented all interactions clearly and thoroughly in the system for audit and quality assurance purposes
• Resolved issues effectively or escalated complex cases to appropriate departments while maintaining a high level of customer satisfaction
• Collaborated with team members in a call center environment to meet performance metrics, service level agreements, and quality standards

Customer Service Representative - Premier Response

(2020-06 - 2022-02)

• Provided technical support and troubleshooting assistance to customers via phone, email, and chat in a remote work environment
• Utilized SAP and DLS systems to place orders, update customer information, and track service requests
• Verified and maintained accurate customer data across multiple platforms to ensure seamless service delivery
• Assisted customers with product setup, usage questions, and issue resolution while delivering a high level of professionalism and empathy
• Documented all interactions and resolutions in the CRM system to maintain comprehensive service records
• Collaborated cross-functionally with internal teams to resolve complex technical issues and ensure customer satisfaction
• Proficiently used Microsoft Office applications (Outlook, Word, Excel, Teams) for communication, reporting, and workflow tracking
• Maintained performance metrics in a fast-paced, remote support environment while consistently meeting service level agreements

High School Diploma - Henry Snyder High School