Processing Clerk Service Representative
Resume:
Marcia Lane
San Antonio, TX 78245
***********@*******.***
SKILLS SUMMARY
Skilled in Microsoft Outlook, Word, Excel, Power Point, Green Screen (database systems, Lexus Nexus database, and multi-line phone systems.
Experienced in fully managing an insurance division office.
Assisted the division office manager in all aspects related to the running of the offices, exceeded quotas multiple years in a row and constantly excelled in customer service and in client’s expectations.
Strong interpersonal skills, ability to work well with others, in both supervisory and support roles.
Experienced in both Avaya and CIC phone systems.
30 years plus in customer service, corresponding by inbound and outbound phones, email, and mail to assist with all customer’s needs.
Ability to multi-task, switch from one job to another, quickly learn new tasks, and quickly adapt to change.
Conduent Teleservices
October 2022 – February 2023
Took back-to-back inbound calls for Direct Express debit cards from card holders with pre-paid debit cards from SSA, SSI, disability, and VA disability monthly payments from the federal government.
Appropriately verified the account holder’s information to assure the security of the accounts or transferred to Level 2 teams when unable to fully verify the card holder’s information.
Followed the manual to use the appropriate required scripts when needed.
Replaced lost or stolen cards, updated personal information as needed, document fraud or disputed charges on the cards and escalated to the Disputes team to complete the additional questionnaire needed to open a dispute.
Add or remove benefit recipients from the payee’s accounts or issue new cards when multiple benefit recipients were being sent to one card.
Confirm the card holder’s monthly deposits and refer them to Social Security when there was no deposit or incorrect deposit to the card holder’s accounts.
Give us the appropriate phone numbers that were outside of our expertise, such as first enrollments, or other departments outside of Direct Express controls.
Salelytics formally West Teleservices
November 2018 – August 2022
Inbound, outbound, chat, and email correspondence with Livongo members with chronic illnesses, including diabetes, hypertension, and weight control.
Worked with members to enroll in the programs, educate the members on how to use their smart devices, and troubleshoot with the members by phone or email.
Reviewed transactions with the card holders and sent out monthly statements as needed.
Troubleshoot with the members that were having issues with their smart devices.
Inbound and outbound calls to members that have concerns about the accuracy of their smart devices.
Promoted to SME, (subject matter expert), to answer questions from other CSRs through Skype, and take escalated supervisor calls or emails from members.
Run Daily Reports for Management for the Email team.
I correct handle emails, inbound and outbound calls as needed as part of my daily duties.
Review Daily Updates and forward reminders to the email/chat team on specific items that affect our duties. I also review and remind the email/chat team on previous updates that may need to be reviewed.
I assist the email/chat team in proper Livongo reporting procedures through Galaxy and JIRA, and a proper response back the member.
Continue to communicate with both the email/chat team and Livongo leadership on current trends that we see by chat or email and how to correctly handle the issues.
I assist by Skype questions from Registration, Outbound, and Member Support on how to handle specific questions from a member and procedures to process the request through the manual and member database.
Send Text-Expander corrections requests, updates as needed for process changes, and new email snippets requests to Tier 2 for changes.
I shared my saved personal snippets to other email/chat teammates as needed for common responses to our members.
I continue to educate the email/chat team on approved Livongo snippets to use on emails and chat, but also remind them to read the snippet and adjust, (add or delete), as needed.
I would forward to leadership coaching issues from other Livongo reps that affect our members on issues being handled in a timely manner or delayed opening a complaint that could affect delay in troubleshooting their issues.
Citibank
September 2018 – October 2018
Citibank Fraud Department
September 2018 – Present
Take inbound calls from customers with Citi/Costco credit cards from clients who have had suspicious activity or unauthorized transactions on their accounts. Review accounts in Fraud queues to prevent fraudulent activity and detect fraudulent trends, make outbound calls to clients to confirm transactions, and properly close cards and send new cards to clients when fraud has been confirmed.
Alorica Call Center
March 2018 – September 2018
US Bank accounts
March 2018 – Present
Take inbound calls from customers with US Bank Reliacard, (government issued debit cards) and US Bank Focus Pay cards, (employer issued debit cards).
Completely verify card holder to ensure card holder privacy and security.
Provide customer service to all customers with questions regarding balance, transaction information, fraud claims, or other inquiries for card holders.
Answer card holder’s questions regarding declined or rejected transactions and update personal information as needed.
Licensed Life and Health Insurance Agent – NPN #18702889
January 2018 – January 2020
I am currently not contracted with any Company.
US Health Advisors
January 2018 – April 2018
Sell underage Life and Health insurance products to provide client’s life and health insurance products are at an
affordable rate.
Provide field underwriting on new applicants to avoid delays in policy issues or declined applications.
Provide customer service to clients with questions regarding coverage, deductibles, providers, and premiums.
Kohl’s Call Center – Credit Services Operations Center (CSOC)
September 2011 – July 2017
Fraud Customer Advocate II
March 2015 – July 2017
Take inbound calls from customers claiming fraud due to ID theft, stolen Kohl’s credit cards, unauthorized purchases online or in store and assist customers with canceled online orders. Open a fraud claim and leave detailed documentation on the account for the investigators processing the claim.
Assist store personnel with restricted Kohl’s credit card accounts due to the account is password protected or fraud on prior purchases and remove restrictions if needed.
Answer questions from the Store Loss Prevention Specialist, Store Manager, or Law Enforcement on fraud cases as needed.
Answer customer’s questions regarding canceled or rejected online orders, make any appropriate changes, and replace the order for the customer.
Assist the Fraud Investigators by working fraud cases.
Assist other departments with reports, as needed.
Fraud Investigator II
June 2013 – March 2015
Take inbound calls from customers claiming fraud on Kohl’s credit card accounts and open a fraud claim for investigators or answer questions regarding existing fraud claims.
Open investigation, remove unauthorized purchases or payments. Send out all appropriate letters to customers regarding their fraud case throughout the process according to Compliance. Add the appropriate Compliance Codes to Kohl’s credit card accounts at the start and completion of all cases.
Delete all inquiries on the customer’s credit reports on ID theft cases and report to the credit bureaus any inaccurate information reported by Kohl’s.
Work reports as assigned to proactively stop fraud purchases.
Card Service Customer Advocate II
September 2011 – June 2013
Take inbound calls from customers with Kohl’s credit cards.
Answer all questions: take payments, remove late fees, request credit increases, or reduce line of credit at the customer’s request.
Ask probing questions to decide the correct department caller needs, and transfer to appropriate department, as needed.
Assist Store Associates process applications, as needed. Advise Associates if additional information is needed from the customer. Research and advised why a Kohl’s credit card is declined at register. Replace lost gift cards with Store Associates.
Write easy to follow procedures for co-workers on processes did not use every day. Side-by-side training for new employees or employees from other departments for job shadows.
Assist Coordinator on projects, as needed.
Physicians Mutual Insurance Company
March 1996 – August 1, 2010
Regional Office Supervisor
January 2007 – August 1, 2010
Responsible for hiring, training, and supervising new Office Coordinators and Office Administrators to manage all duties of division office in person and by phone.
Train Office Coordinator to assist the Division Office Manager in recruiting new agents.
Train Office Coordinators to license new agents using the electronic contracting software and train all new agents according to company policies and procedures.
Review Division Office’s daily, weekly, and monthly task list on pending applications and issued policies to ensure prompt handling of any outstanding requirements.
Review and approve all hourly employees in the region using the ADP system.
Performed annual appraisals on the region’s Office Coordinators and Administrators. Worked with both Division Managers and Coordinators to ensure accurate appraisals.
Worked with the Home Office Administrative Manager and Regional Supervisor to write and update all administrative procedures and post them on the Company database.
Assisted the Regional Vice President with all weekly, monthly, and annual reports.
Handled all administrative work for the Regional Vice President, including scheduling weekly and monthly conference calls with Division Managers, prepared the 30/60/90-day plans for each Division Manager in the Region, speeches, and created Power Point presentations for the Annual Division Manager’s meeting or as needed.
Assisted with the hiring and termination of Division Managers and Assistant Division Managers in the Region.
Physicians Mutual Insurance Company
Division Office Coordinator – Home Office
May 2005 – January 2007
Ran Division Offices by email, mail, fax, and phone if the Office Coordinators were out of the office or if the Division Office did not have a current Office Coordinator.
Contracted and appointed new agents through electronic contracting software. Trained agents on the administrative side of all new business and company policies and procedures.
Distributed all Home Office Agent leads daily using the company’s electronic lead distribution system.
Reviewed new business applications, field underwrites, and entered qualifying applications into the home office database.
Reviewed all daily, weekly, and monthly application requirements to ensure all applications were disposed of in a timely manner. This included ordering all medical records as required by the underwriting guidelines.
Reported to the Division Office Manager daily, weekly, monthly, and year to date submitted applications and issued policies. This included a comparison to the Annual production requirements for the Division Office.
Encouraged all agents to reach their individual goals and to surpass company contest requirements either in person or by electronic means in an upbeat manner and on a consistent basis.
Assisted the Regional Office Supervisor with daily, weekly, monthly, and annual reports needed by the Regional Vice President and other home office staff.
Developed and maintained Excel spreadsheet for the Regional Vice President to review the weekly, monthly, and year to date statistics of each division office’s agent contracting and individual agent productivity.
Developed ad hoc Excel reports for the Regional Vice President.
Physicians Mutual Insurance Company
Customer Service Representative Life/Health
November 2001 – May 2005
Processed all incoming correspondence from current policy holders and agents. In addition, I also kept the Division Office staff up to date on both agency and direct mail policies.
Processed non-typical premium payments and ensured premiums were applied properly.
Sent premium shortage requests, and followed up to ensure the payment was received.
Processed the following items: deceased notifications, policy changes, cancellations, automatic bank withdrawal requests and calculated premium refunds when necessary.
Physicians Mutual Insurance Company
Underwriting Service Analyst
July 2000 – November 2001
Reviewed Medicare Supplement applications for accuracy and completeness according to individual state requirements.
Completed telephone interviews for underwritten applications
Followed up with any outstanding requirements for pending applications
Issued open enrollment and guaranty issue Medicare Supplement policies
First point of contact for all agents sold policies (Medicare Supplements, LTC, HHC, and Life) with the Division Offices
Processed the following items: deceased notifications, policy changes, cancellations, and calculated premium refunds when necessary.
Managed all customer correspondence by phone, letter and/or email.
New Business Processing Clerk
March 1996 – July 2000
Reviewed incoming direct mail applications
Balanced money with applications submitted
Assembled newly issued policies according to company, state, federal guidelines
EDUCATION
University of Nebraska at Omaha 1983 – 1985
Life Office Management Association (LOMA) Designations
Associate, Customer Service – March 2005
Associate, Insurance Agency Administration – April 2005
Frontline Leadership
Medical Terminology
REFERENCES
Tim Connor, Regional Vice President, Physician’s Mutual Insurance Company - (Retired)
Relationship – Prior Supervisor
Address – Omaha, NE
Phone – 402-***-****
Joe Colunga, Navy Veteran and Boeing Engineer - (Retired)
Relationship – Friend
Address – San Antonio, TX
Phone – 210-***-****
Edward Valdes, Conduent
Relationship – Co-worker
Address – San Antonio, TX
Phone – 210-***-****
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