Customer Support & Claims Professional
Resume:
Alicia Sanders
Corona, CA · 310-***-**** · ******************@*****.*** ·
Professional Summary
Detail-oriented Customer Support Representative with a proven track record in managing high-volume inbound and outbound calls, delivering exceptional service, and resolving client inquiries promptly. Skilled in utilizing Microsoft Excel to analyze data, track performance metrics, and generate reports, enhancing operational efficiency. Demonstrates strong communication abilities, adept at troubleshooting issues and providing clear solutions, contributing to improved customer satisfaction and service quality. Processes and validating claims, managing enrollments, resolving eligibility issues, and providing member communications. Skilled in interpreting plan provisions, preparing benefit estimates, and ensuring regulatory compliance.
Skill Sets
Inbound/Outbound Call Handling
Issue Resolution
De-escalation & Empathy
Active Listening
Multi-channel Support (Phone/Email) • Documentation & Notetaking
Process Claims
Queue & Time Management
Confidential Information Handling,
Microsoft Word, Excel, Outlook
Remote Work Discipline
Team Collaboration
Work Experience
ASK Staffing, Inc
Wildfire Recovery Compensation Program Oct 2025 - Current
Claims Representative 1
Southern California Edison
Primary point of contact for wildfire-impacted customers at Altadena Rebuild Hub; provided empathetic support and coordinated resolution across internal teams.
Led complaint resolution efforts, removing bottlenecks, escalating issues, and drafting formal documentation for regulatory complaints.
Ensured accurate NAICS coding in business systems; supported research and data validation for regulatory filings and internal reporting.
Reduced complaint processing times and improved customer satisfaction through proactive communication and follow-through.
Managed customer engagement across multiple platforms, including social media, responding professionally to inquiries and concerns.
Provided guidance to internal stakeholders on root causes and resolution pathways for customer service issues.
Participated in employee engagement initiatives to foster collaboration and a customer-first culture.
SJ Financial Group, LLC — Alexandria, LA (Remote)
Customer Support Representative Nov 2024 – Present
Respond to high volume inbound/outbound calls, resolve inquiries, and document outcomes accurately.
Utilize Microsoft Excel to track and report trends, generate daily/weekly performance metrics, and monitor KPIs (e.g. call volume, resolution time, first-contact resolution)
Troubleshoot issues and track feedback to support service improvements.
LA Business Personnel / San Bernardino ROV — San Bernardino, CA
Technical Support II & III Sep 2024 – Nov 2024
Supported election operations; performed QA on equipment/materials and logged results.
Managed inventory inputs/outputs; verified documentation for accuracy.
UFCW Trust Fund — Cypress, CA
Pension Analyst/ Claim Processing Jan 2022 – Jan 2024
Responded to member inquiries; explained plan provisions and next steps.
Reviewed, analyzed, and verified pension and claim applications, ensuring compliance with plan rules and regulatory requirements
Prepared detailed estimates for prospective retirees, including vesting credit, service breaks, account balances, and payout options
Maintained accurate records and prepared benefit statements.
UFCW Trust Fund — Cypress, CA
Enrollment / Retiree Enrollment Clerk/ & Claims Liaison Jan 2006 – Jan 2022
Act as liaison with claims team — open and route claims based on enrollment status, verify eligibility before claims payment
Investigate enrollment-related claims issues and discrepancies, and coordinate with claims/benefits staff to resolve them
Processed claims, enrollments/eligibility updates; maintained complete, organized files.
Drafted clear letters and memos; met accuracy and responsiveness targets.
Education
L.A. Trade Tech — Certificate, Labor Studies (2018)
John C. Fremont — Diploma, Business Management
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