Team Lead and Admin at Providers Debit Card Program
- Directed operations for a specialized customer service team supporting a debit card program serving low-income individuals.
- Owned complex customer complaints and disputed-charge escalations from initial inquiry through investigation, documentation, resolution, and follow-up.
- Partnered with Risk Management and financial institution partners to investigate disputes, gather supporting evidence, and determine appropriate resolutions.
- Maintained detailed dispute records and tracking systems to monitor case status, resolution outcomes, compliance requirements, and follow-up actions.
- Liaised directly with partner banks to ensure dispute outcomes were resolved within applicable regulatory and compliance standards.
- Reviewed recurring dispute and complaint trends to identify root causes and recommend process improvements, documentation updates, and preventive actions.
Licensed Insurance Agent & Advisor at Independent Healthcare Support
- Licensed insurance agent and advisor specializing in serving low-income households and Medicare and Medicaid beneficiaries; licensed across 20+ states and appointed with 10+ insurance carriers.
- Managed sensitive customer information, explained complex insurance processes, and guided clients through regulated enrollment and resolution requirements.
- Helped out-of-state clients secure Medicaid and Medicare benefits, ensured all required documentation was completed, and followed up with insurance companies for timely resolution.
- Advocated for clients and aligned options for Dual-eligible Special Needs Plans (D-SNPs).
Team Lead, Customer Service & Technical Support at HealthCare.gov
- Led day-to-day operations for a technical support team, providing coaching, performance management, and agent development.
- Ensured full adherence to Affordable Care Act (ACA) regulations and guidance while achieving high satisfaction ratings through empathetic support.
- Identified knowledge gaps and implemented training programs to keep the team aligned with evolving federal standards.
Customer Support & Subject Matter Expert (SME) at Rightsource RX
- Resolved high-level inquiries for an online pharmacy, consistently receiving top Quality Assurance ratings from the team.
- Managed complex prescription inquiries and supported elderly customers with their pharmaceutical needs.
Team Lead, Customer Support & Subject Matter Expert (SME) at Geek Squad
- Acted as the first point of contact for supervisor calls, resolving complex customer escalations by balancing member needs with company policy.
- Utilized active listening and empathy to provide optimal solutions for high-stakes technical and service inquiries.
Certified Nursing Assistant – Clinical Support Specialist at Veterans Affairs (VA)
- Supported physicians and nurses in providing care within long-term and hospice services at the VA in Salt Lake City.
- Advocated for Veterans and their families, coordinating with multidisciplinary teams, including dietitians and caseworkers, on pain management and alternative meals.
