Call Center Rep

JASMINN WATKINS

**** ********* **** ********** ** 19805 P:302-***-**** E: *******@***.***

Objective

To obtain a career with a reputable company that has the potential for advancement to achieve success.

Professional Experience

AIG - Corebridge Financial Wilmington DE October 2018 – September 2024

PENSION ADMIN / CALL CENTER REP.

• Promptly and professionally communicates with retirees regarding inquires received via mail, e-mail, fax and telephone as requested.

• Administers distribution of retirement income or defers income until termination of covered employment or beyond.

• Provides explanations of retirement benefits and plans including the 401(k) plan and the traditional pension plan, known as a defined benefit plan.

• Assist retirees with questions about the tax provisions in the Internal Revenue Code relating to pension plans.

• Assist survivors of retirees with death benefits and survivor payments

• Sorts mail, re-addresses returned mail, and processes returned checks

• Performs outbound call and email handling on a multi-skilled basis in accordance with agreed “One and Done” handling standards and referral agreements.

• Escalates opportunities and / or ideas for change to the Customer Relations Team manager

• Exceeds agreed performance metric standards, quality, and service levels.

• Liaises effectively with the Administration teams to ensure referred customer queries are dealt with promptly and to agreed standards using case tracking functionality.

• Maintains accurate, relevant, and timely records of all activity using secured applications • and reporting systems.

MICKEY ENTERPRISE LLC Wilmington, DE August 2014 - September 2018 Property Manager / Office Admin.

• Oversee the smooth running of activities on a commercial or residential property

Carry out the marketing and advertising of property vacancies to attract tenants.

Responsible for fixing appropriate rental rates, collecting tenant rents, and adjusting rental rates when necessary.

Carry out various financial obligations, such as payment of bills, budget preparation, compiling of expenditures, and analysis of financial records.

Oversee the hiring of maintenance contractors.

Set and enforce occupancy policies and regulations necessary to maintain order within property premises.

Handle the vacation or eviction of a tenant as well as carry out inspection of tenant apartment prior to vacation to verify its condition.

Maintain a thorough knowledge of property and housing laws and employ this knowledge in performing job duties.

Supervise the filing of property taxes and may also educate owners on tax filing.

Keep accurate records of property revenue, expenditure, and insurance.

Maintain a positive, productive relationship with tenants.

Cigna Global Health Benefits Wilmington DE April 2011– September 2015

BENEFITS ANALYST II

• Directly interacted with healthcare professionals and members to confirm customer benefits.

• Relayed information concerning medical claims according to specified contracts and network design.

• Identified billing requirements at time of verification including, referrals, prior authorizations, etc.

• Pulled multiple reports daily or weekly to identify clients who needed insurance verification or follow-up.

• Followed up with credentialing for provider network participation questions and concerns.

• Followed up to ensure financial eligibility was set up for accurate billing.

• Utilized information, facts, policies, procedures, and codes to ensure accurate and efficient responses

• Met established goals for both the Internal Call Monitoring Audits and surveys.

Bank of America Newark DE November 2007 - April 2011

SR. FRAUD ANALYST

• Analyzed credit card accounts, identified patterns of fraud, and evaluated risk factors to minimize fraud

• Verified and authenticated customer identities using credit reporting and public data information systems

• Verified account and transactional activities with customers over the phone

• Detected fraud based on transaction characteristics

• Handled less complexed issues related to customer accounts

• Made judgmental decisions which directly affected the customer experience

• Created and maintained case notes and other investigation documentation within compliance with guidelines

• Understood and educated customers of account terms, mass merchant compromises, and additional payment methods.

Skills & Qualifications

• Call center and Customer Service Experience

• Interpersonal Skills

• Investigative, research, and problem solving skills

• Proficient in Microsoft Office products including Outlook, Word, Excel, and TEAMS.

• Solid decision-making and people management skills

• Ability to navigate concurrently between multiple software systems with relative ease.

• Ability to maintain daily and monthly performance standards, including those pertaining to Quality, Productivity and Recovery.

• Basic bookkeeping and accounting skills.

• Excellent oral and written communication skills

• Knowledge of SAP/R3, CRM, Salesforce, LexisNexis,Etc

• Knowledge of HIPAA regulations, FDCPA, Reg Z, ERISA,etc

• NOTARY PUBLIC – COMMISSION EXPIRES FEBRUARY 2026

Education

Alexis I. DuPont High School -Greenville, DE September 1994- June 1998

DIPLOMA RECEIVED

R E F E R E N C E S A V A I L A B L E U P O N R E Q U E S T

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