Customer Service and Insurance
Resume:
Alayna L Brown
Spokane, WA
*************@*****.***
Work Experience:
Employment Security Department of Washington State
Spokane, WA
June 2020-December 2020
Responsibilities: Customer Service Claimant Specialist. Answering questions via Phone, Email and Chat from claimants via phone calls and emails regarding procedures, laws and policies with respect to unemployment insurance. Investigated, and detected unemployment issues, complaint calls from claimants and take action on customer calls and escalate to appropriate level. Answered complex questions from employers, claimants, and others, advising those affected, based on UI laws, policies, and procedures and conducted telephone interviews to obtain various work history earnings and hours in order to complete complex claims. Applied complex laws and policies, rules, regulations, and procedures applicable to the unemployment insurance programs. Reviewed documents for completeness, accuracy and compliance with laws and regulations. Was specifically hired during the Pandemic conditions in which being under constant duress and pressure to complete tasks accurately and in a timely manner have been imperative.
Gemiini Systems - Spokane, WA
Customer Service Specialist III/Office Manager Assistant
June 2018 to March 2020
Responsibilities: Answering phone calls, emails and chat messages from our customers, business partners and other potential business via phone, email and chat. Closing sales on all new business was secondary to account management, however critical in my role. I was to ensure correct setup and maintenance of subscriber accounts. Help retain members as well as provide feedback to help strengthen company’s retention efforts. Assist in applying Scholarships and coupon codes according to policy. Identify and resolve subscriber issues to ensure customer satisfaction and retention. Maintain school subscription database and invoicing with Accounts Receivable. Review CSRs tickets for accuracy and follow up. Provide reports for subscription numbers and cancellations when requested. Create support articles for members to refer to regarding technical issues and website navigation. Report common issues members are having to IT department and design to resolve bugs or implement a simpler process. Approve/deny custom made videos uploaded by members in accordance with policy. Create and maintain responses sent to members to ensure they have up to date information. Provide feedback on member’s experience for new features being added when requested to ensure it will be understandable to members.
Nutrition Educator/Technical Assistant
Washington State University - Newport, WA
December 2016 to March 2018
Responsibilities: Food Educator and Tech Assistant 2 for the Food Sense program that educates youth, adults and the local community with limited income how to develop skills and behaviors. Educated on eating, shopping, budgeting and cooking healthy meals. Developed lessons, menu's, recipes, events, catering, and coordinated with community members to educate people in need. Lead and co-assisted with all local food banks, low-income housing sites and events, all Pend Oreille County schools and school events, farmers markets, Kalispel Tribe programs, the Newport Medical Clinic/Hospital, and many other places throughout the Pend Oreille County community.
Broker Insurance Specialist
The Guardian Life Insurance Company - Spokane, WA
February 2004 to September 2012
Responsibilities: Assisted brokers in answering phone calls, emails and fax in regards to insurance procedures, policies, claims, benefits and sales information from customers and brokers. Gathered, compiled, and adjusted information through various data bases and Internet based programs. Trouble shooting specialist for website. Processed claims, benefits and advised potential business owners looking to purchase Guardian Insurance of our practices.
Groups/Special Interest
No Kid Hungry 2012-Present
Fundraising and campaigning program and charity to help raise funds through multiple ways in order to help feed children all over the USA. Bake sales, garage sale proceeds and donations.
InnocenceProject.org 2009-Present
Online petitioning, fundraising and educating people in keeping children safe and out of gangs, drugs, and other downsides of poverty-stricken communities.
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