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.
