Natalie Gray

Delivering accurate, people-centered solutions. Customer service professional with 10+ years of experience supporting policyholders, members, and customers in insurance and regulated service environments. Strong background in policy servicing, billing and premium inquiries, benefits administration, and customer retention. Known for providing accurate, empathetic service while meeting performance, quality, and compliance standards.

Prescription Benefits Manager - Express Scripts Pharmacy - Remote

(2023-01)

Provide customer support to members and providers regarding prescription benefits, eligibility, coverage, and claims. Resolve complex benefit issues while maintaining accuracy, confidentiality, and regulatory compliance.

• Resolve member and provider inquiries related to prescription benefits, formulary coverage, and claims
• Research and troubleshoot complex cases using internal systems and documentation tools
• Maintain HIPAA compliance while handling sensitive health and personal information
• Document interactions accurately and ensure timely follow-up
• Meet quality, productivity, and customer satisfaction standards in a remote environment

Property & Casualty Underwriting Assistant - State Farm - Dallas, Texas

(2022-01 - 2023-12)

Supported underwriting operations by processing new business and policy changes while serving as a key resource for agents, policyholders, and internal teams.

• Processed new business and existing policy transactions with focus on accuracy and efficiency
• Served as point of contact for policy, premium, and billing inquiries
• Supported underwriting, collections, and policy maintenance activities
• Assisted with quality audits, process improvements, and special projects
• Maintained detailed documentation in accordance with underwriting and regulatory standards

Senior Advocacy Coordinator - Capital One - Plano, Texas

(2018-01 - 2022-12)

Provided high-level customer support to Small Business clients in a fast-paced financial services environment.

• Delivered exceptional service to customers across multiple products
• Collaborated with internal teams to achieve one-touch resolutions
• Identified opportunities to strengthen customer retention and satisfaction
• Demonstrated strong product knowledge to resolve complex account issues
• Consistently met or exceeded quality and performance metrics

Customer Service Representative - Maximus Federal Services, Inc. - Irving, Texas

(2015-01 - 2017-12)

Provided people-focused service in a call center environment.

• Served as a resource for current and future enrollees
• Responded to inquiries for materials in a timely manner
• Safeguarded customer information to ensure confidentiality
• Exceeded key performance metrics through quality interactions

Customer Service Representative - Dialog Direct - Euless, Texas

(2013-01 - 2015-12)

• Educated members on benefits, claims, and billing inquiries
• Resolved customer issues with focus on first-call resolution
• Collaborated with internal and external teams to ensure timely follow-up
• Consistently exceeded quality and performance benchmarks

Bachelor of Science - Jarvis Christian University