Research Specialist Lotus Notes
Resume:
Keisha M. Hernandez
** ******* ** **** ******** CT, 06108
**************@*****.***
CUSTOMER SERVICE PROFESSIONAL
Summary Experienced professional with 17 years serving internal and external customers, several of those years is a leadership role. Strong interpersonal and communication skills; with the ability to bridge the gap between an organization and the customer. Result-oriented individual, recognized for taking on major initiatives, adapting to rapidly changing priorities and resolving mission critical issues to ensure bottom line success.
Employment
Metropolitan Life Insurance Bloomfield, CT
TAM Coordinator 2015--2021
• Answer inbound calls to establish new disability claims as well as service calls for Short-Term Disability, Long-Term Disability and Family Medical Leave Act.
• Educate customers on eligibility and claim process.
• Serve as a research specialist; responsible for three-point contact to obtain required information from the employee, employer and health care providers
• Handle employee, employer and health care providers inquiries regarding claim status.
• Support the claims team by maintaining accurate documentation on claim files
• Utilize office equipment and Microsoft applications to maintain communication
with employees, via e-mails, fax and letters as needed.
STD/FMLA Case Manager 2011-2015
• STD/FMLA claims which required maintaining accurate claim records and communications with claimants, employers and health care providers.
• Perform eligibility reviews to establish coverage.
• Provide customer service and education to claimants telephonically.
• Administer and track other leaves for the customer; such as bereavement,
personal leaves, military leaves and child bonding.
• Review appropriate documented evidence to support the need for the leave.
• Make timely decisions with in federal and plan guidelines to maintain compliance.
• Provide claim updated to the claimant and employer via telephonic and written
Comcast Cable Company Enfield, CT
Technical Support Specialist 2010 – 2011
• Answer incoming calls; promote customer satisfaction by providing exceptional customer service.
• Market and sell services to new customers; Offer upgrades and additional services
to existing customers.
• Troubleshoot technical issues to identify and resolve service problems.
• Serve as a liaison between the customer and technical support to escalate issues.
• Perform other clerical and administrative task as needed.
Stanley Access Farmington, CT Customer Service Center Lead Representative/Billing Specialist 2002– 2010
• Provide leadership in supervisor’s absence
• Provide coaching and feedback to team members.
• Create and implement process flow of weekly invoices, retention reports, billing
stop, loss reinsurance, calculation of stop credits and administrative fees.
• Conduct investigation and reviews of billing activity and receipt.
• Researching and resolving complaints and complex issues.
Computer Skills Proficient in Lotus Notes, Microsoft Suite applications (Word, Excel, Power Point, Access, Outlook, Explorer), Advanced Internet navigation and research.
Additional Skills Administrative/Clerical data entry, Extensive customer service experience, Experienced in use of office equipment including phones, fax machines and photocopiers.
References Available Upon Request
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