Customer Service Insurance

Susana Estrada-Berg

**** *. ******** ******** ****, IL 60131 Phone: 210-***-****

OBJECTIVE To obtain a position where I can grow, while applying my

experience, excellent work ethic, and superior customer service skills

to influence company growth

QUALIFICATIONS

. Over twenty years of customer service experience

. Successfully demonstrated ability to work in a results-oriented

environment, independently and in a team

. Ability to be a strong contributing member while sharing

expertise.

. Excellent verbal and written bilingual skills: English and

Spanish.

EDUCATION

1995 - Bachelor of Fine Arts, Minor in German, Univ. of North

Texas, Denton, TX

PROFESSIONAL EXPERIENCE

Ameritas Insurance - San Antonio, TX

Benefits Representative, November 2009- present

. Provide dental insurance benefit information to insureds and providers

. Process dental claims

Humana Insurance - Humana Military Healthcare Services -San Antonio, TX

Beneficiary Service Representative, Contract Position- December 2008 to

September 2009:

. Provided benefits briefings to beneficiaries at the Tricare Service

Center at Lackland AFB, as well as to in-processing active duty

service members, FTAC training, and recruiter training classes.

. Assisted beneficiaries with enrollments, dis-enrollments, portability and

PCM changes.

. Researched and resolved claims, eligibility, payments, and coordination

of benefits issues for beneficiaries

. Provided information regarding retirement health and dental benefits, as

well as Tricare for Life (Tricare benefits and Medicare for those 65 and

older).

. Provided benefits briefings on the weekends to Reservists and National

Guard members.

Social Security Administration - Chicago, IL

Service Representative, Temporary Position- June 2008 to October 2008:

. Provided assistance to beneficiaries and inquirers in person, by

telephone or by correspondence regarding all programs administered by the

Social Security Administration

. provided beneficiaries with information, advice or instructions about

eligibility and benefits being paid under retirement, survivors,

disability and Medicare insurance programs and Supplemental Security

Income

. Issued new and replacement Social Security cards

Pacific Resources- Chicago, IL

Senior Client Service Representative, 2003 to 2008

. Compared and analyzed clients' certificates and contracts, as

needed

. Assisted in the development and updating of clients' plan

designs

. Created peer studies for clients

. Developed and maintained strong relationships with the insurance

carriers' product, legal and compliance managers.

. Attended relevant industry meetings, conferences, online webinars and

conference calls, representing the company.

. Worked directly with VPs and Account Executives on new or prospective

clients as well as managed existing client accounts. Worked on client

proposals with life and accident insurance carriers on their contracts,

financial information, and underwriting materials

. Reviewed client communications and worked with the carriers' marketing

and compliance departments.

. Kept client files up to date, including contracts, experience, 5500's,

plan designs, underwriting materials, and conference call notes.

Prudential Financial Chicago, IL

Group Life Insurance Account Consultant, 2001-2003

. Directly assisted the Account Executive with twenty national

accounts (10,000 lives or more).

. Worked with the Account Manager on the implementation, management, and

problem-solving aspects of national accounts.

. Direct communication with clients' main Human Resources contact,

assisting with issues such as billing, annual enrollment, claim trends,

marketing communications, compliance, medical underwriting, etc.

. Created reports using Microsoft Word, Excel and PowerPoint. These were

used at renewal presentations as well as open enrollment meetings.

UNUMProvident, Chicago, IL

Long Term Disability Benefits Specialist, 1998-2001

. Initial and on-going disability decisions for Group Disability

benefits

. Utilized specialized risk management resources.

. Interpreted contractual information to Policy holders and

claimants.

. Processed maternity, general medical, orthopedic, and psychiatric

disability claims.

. Mentored new trainees in all aspects of claims adjudication.

*Additional work history and references are available upon request.*

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