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Customer Service Data Entry

St. Augustine, Florida, United States
December 31, 2018

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Helen Mullen-Quiroz

*** ****** ***** ****, **. Augustine, FL 32086

Ph: 714-***-**** email:


Proficient in Microsoft Office Programs, namely Word, Excel, Outlook, and PowerPoint

Proven excellence in Customer Service

Data Entry and Data Analyzation


MetLife, Irvine, CA

Network Grievance/Appeals Advocate 2010 –2018

Composed member grievance resolution letters, provider appeal letters, and various State Insurance Department responses within compliance period

Grievance tracking, analyzing data, (company software, MS Excel)

Write and approve work instructions for all aspects of the department

Assisted in Government audits

Phone/email members and dental offices to explain department decisions regarding grievances

Process and track client reimbursements

Work directly with Network Development, Claims Department, Credentialing Department, as well as Legal Department

SafeGuard, Aliso Viejo, CA (Company purchased by MetLife)

Team Lead, Client Broker Data Management 2003 - 2010

Responsible for managing workflow of department

Trained new team members

Focus included new group input, new broker input and approval, rate renewals

Collaborated with Legal Department regarding broker issues and contracts and compliance issues

Enacted an auditing process to reduce input errors for both new groups and renewals

Oversaw the processing and tracked all group contracts, new brokers, broker appointments

Commission Reporting for the Sales Staff for three markets (CA, FL & TX)

Served as liaison with the Sales Department to assist streamlining new group processes

Interfaced with MetLife’s Corporate Licensing Department, set up a new broker appointment process to bring SafeGuard in-line with compliance regulations

Coastline Community College, Newport Beach, CA

Instructional Assistant 2013 - 2018

Under the direction of the instructors, work in group setting (Garden Villa Group Home and Fairview Developmental Center) with individuals with developmental and intellectual disabilities

Actively assist and encourage clients in exercise techniques to increase their physical strength and dexterity

Assist with class preparation and determining activities for each class

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