Ms. Nadia Woods

Assisted members with questions regarding medical and dental insurance benefits, eligibility, claims, and coverage. Researched and resolved complex member concerns while maintaining high customer satisfaction.

Supported

Commercial, Self-Insured, Affordable Care Act (ACA), and State of Wisconsin health plans.

Member Service Representative (Hybrid) - Network Health - Brookfield, WI

(2024-05 - 2025-10)

• Assisted members with questions regarding medical and dental insurance benefits, eligibility, claims, and coverage.
• Researched and resolved complex member concerns while maintaining high customer satisfaction.
• Supported Commercial, Self-Insured, Affordable Care Act (ACA), and State of Wisconsin health plans.
• Collaborated with providers, finance, pharmacy, utilization management, legal counsel, and internal departments to resolve member issues.
• Educated members on benefits, claims processes, and available resources while ensuring compliance with company policies.
• Maintained detailed documentation of member interactions and claim resolutions.
• Demonstrated professionalism, empathy, and active listening during high-volume inbound call interactions.

Senior Personal Banker (Remote) - BMO Bank - Brookfield, WI

(2020-06 - 2024-04)

• Assisted customers with daily banking needs including opening checking and savings accounts, account maintenance, and financial transactions.
• Built long-term client relationships by identifying financial needs and recommending appropriate banking products and services.
• Processed deposits, withdrawals, transfers, and account servicing requests accurately.
• Educated customers on loans, credit products, digital banking, and savings opportunities.
• Resolved account concerns while ensuring compliance with banking regulations and internal procedures.
• Delivered exceptional customer experiences through phone-based banking support in a remote environment.
• Maintained confidentiality of sensitive financial information while adhering to security standards.

Customer Service Representative / Patient Scheduler (On-Site) - Froedtert Health - Menomonee Falls, WI

(2016-09 - 2020-05)

• Scheduled, rescheduled, and coordinated patient appointments across multiple specialties.
• Verified insurance eligibility, referrals, and authorizations before appointments.
• Updated patient information within electronic medical record systems to maintain accurate records.
• Served as the first point of contact, providing compassionate customer service to patients and families.
• Coordinated with physicians, nurses, and administrative staff to optimize provider schedules and patient flow.
• Provided appointment preparation instructions and answered patient inquiries professionally.

Loss Prevention Officer (On-Site) - JCPenney - Milwaukee, WI

(2015-11 - 2016-08)

• Monitored customer activity and surveillance systems to identify theft, fraud, and safety risks.
• Conducted investigations and maintained detailed incident documentation.
• Assisted with shrink reduction initiatives and asset protection programs.
• Responded to emergencies and supported first-response safety procedures.
• Maintained security at facility entrances and exits while ensuring compliance with company policies.
• Utilized CCTV technology to identify and document suspicious activity.

Teller II (On-Site) - U.S. Bank - Milwaukee, WI

(2012-07 - 2015-08)

• Delivered exceptional customer service while processing high-volume financial transactions accurately and efficiently.
• Maintained balanced cash drawers and adhered to strict internal controls and banking procedures.
• Processed deposits, withdrawals, loan payments, cashier's checks, money orders, and other financial transactions.
• Built lasting customer relationships by identifying financial needs and recommending appropriate banking products and services.
• Cross-sold bank products, contributing to branch sales and customer retention goals.
• Researched and resolved customer concerns promptly while ensuring positive experiences.
• Balanced ATM cash, processed night depository transactions, and maintained vault accuracy.
• Prepared Currency Transaction Reports (CTR) and ensured compliance with Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and other banking regulations.
• Participated in ongoing training to maintain product knowledge, regulatory compliance, and customer service excellence.

Associate of Science - Criminal Justice - Bryant & Stratton College (2012-05)

High School Diploma - General Studies - Milwaukee High School of the Arts (2007-06)