Customer Service Call Center

Leticia Hernandez

***********@*****.*** Phoenix, AZ, US 940-***-****

WORK HISTORY

Live Performer Studio Session Vocalist, Producer, and Engineer at Soleti April 2024 - Present (1 Year)

- Soléti specializes in live Smooth Jazz, Classic R B, Yacht Rock, Funk, and Top 40 music with Guitarist Jay Soto. - Engage in event booking and marketing strategies to enhance visibility in the Greater Phoenix area and nationwide for Corporate Events Private Parties Cocktail Hour Bridal Showers Art Shows Jazz Festivals State Fairs see www.soletimusic.com Student Contact Specialist at Academic Partnerships December 2023 - October 2024 (1 Year)

- Managed an average of 117 inbound and outbound calls daily to recruit students for online degree programs. - Assessed student needs to connect them with appropriate university resources.

Benefit Specialist at OneSource Virtual

October 2019 - April 2023 (3.5 Years)

- Delivered timely and professional service to clients, processing benefit-related changes and resolving service issues. - Conducted monthly reconciliation of invoices and ensured compliance with HIPAA regulations. - Trained in OSV Support, Salesforce, and Workday platforms. Processes benefit related Qualifying Life Event status changes Resolves benefit administration service issues with internal staff and outside Vendors Counsels employees regarding benefit programs including plan features, procedures, eligibility, and premium information

Performs monthly reconciliation of Carrier invoices to report to customers Handling of high volume call center processes secure health information by verifying participants accounts while protecting their PHI in accordance with HIPPA laws. Provide excellent customer service to participants who need assistance with their Medical, Dental, Vision, FSA, HSA, Life Benefits

Consumer assistance in explaining processes on their accounts in specific to employer SOP, and SOB procedures.

Knowledge and trained using the OSV Support, SalesForce platform, and WorkDay system. While utilizing Business suite for MSOffice programs such as Excel, Word and Outlook. DFW Gateway Admin. Ops Specialist at Mexpress Transportation January 2014 - January 2017 (3.5 Years)

International and domestic shipment processing and data entry in Facts Mex Logistics systems to meet acute deadlines with 100 accuracy as per Mexican and US customs specifications

Operation specialist administrative support to management of DFW Gateway operations by implementing efficiency audit processing through 8 reports updated daily. Service level client analysis and special verification processing development. Provided excellent customer service to ensure UPS Supply Chain Solutions did not incur fines or fees related to cross border connection services provided by Mexpress transportation. Specializing in bonded and AES supported shipment services. Professional Session Vocalist Producer Songwriter at CIaMar Music LLC January 1995 - December 2024 (30.5 Years)

Artist development, and studio etiquette.

Contracted Vocalist for commercial production for high profile clients such as Juniper Music, TM Century, Breed, The Loomis Corp, Steven Arnold, and Axcess Broadcast. Master Pro Tools editor engineer, promotions, graphic web design, and public relations.

Special Occasion Live band Performance.

Administration Operations Support Pharmacy Order Entry Associate at Humana January 2013 - December 2014 (2 Years)

- Processed prescriptions with a focus on quality and timeliness, ensuring customer satisfaction. Sr. Member Service Rep at American Airlines Federal Credit Union January 2011 - January 2013 (2.5 Years)

- Managed account closures and provided technical support for members online services. Managed dormant and closing accounts, and retentions for Member Services. Maintained and analyzed 13 weekly reports with statistical spreadsheets for each. Provided member technical support for online access and other related account issues Sr. Cash Operations Specialist at JP Morgan Chase Worldwide Securities Services, Inc. January 2003 - December 2008 (6.5 Years)

- Processed payments and maintained high accuracy in transaction logging and adjustments. Processed all payments and adjustments received in an accurate and timely manner Posted all payments and adjustments received through the lockbox or mailroom Recorded all payments on cash receipts log for payments that needed to be uploaded Wrote up all adjustments that needed to be uploaded on an adjustment log and submit for approval Corrected payment posting errors from junior Cash Specialists Balanced posted payments before leaving each day Submitted required paperwork (journal, batch out, batch cover sheets) daily Worked to identify and resolve payment posting issues Consistently met metric of posting 2 700 line items per month (excluding electronic payments) Maintained a 98 accuracy rating EDUCATION

Brookhaven Community College - Associate Degree

Graduated 2002-01-01

Associate s Degree

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