Senior Customer Service Specialist - Benefits & Travel Expert

Valerie Kotrc

Senior Customer Service Specialist

Spring, TX 832-***-**** ************@*****.*** Professional Summary

Senior Customer Service Specialist with 15+ years of experience supporting employee benefits programs for multiple Fortune 500 clients. Proven ability to resolve complex benefits issues, manage high-volume call environments, and consistently meet quality and performance metrics. Experienced in both remote and on-site environments with a strong background in training, compliance, and customer advocacy. Core Skills

Employee Benefits Administration (Medical, Dental, Vision, Life, 401(k), Retirement), COBRA Administration, High-Volume Inbound Calls, Billing & Payment Resolution, Complex Issue Resolution, Training & Mentoring, HIPAA & Policy Compliance, Case Documentation, Multi-System Navigation, Remote Work, Customer Satisfaction Metrics, Professional Communication

Professional Experience

Senior Customer Service Specialist — Alight Solutions (October 2019 – Present)

• Handle 45–80 inbound calls per day supporting employees of multiple Fortune 500 client companies.

• Provide comprehensive support for medical, dental, vision, life insurance, retirement plans, 401(k), COBRA, billing, and payments.

• Resolve complex benefits inquiries while maintaining strict policy and HIPAA compliance.

• Maintain a 98% Customer Satisfaction (CSAT) score through effective problem resolution and communication.

• Achieve 100% Quality Assurance (QA) scores demonstrating accuracy and attention to detail.

• Train and mentor new representatives on benefits knowledge, systems, and best practices. Customer Service / Reservations / Airport Operations — Continental Airlines / United Airlines (July 1999 – February 2019)

• Served in multiple roles across Customer Service, Reservations, Operations, and Airport Supervision at IAH.

• Supported domestic and international reservations, ticketing, rebooking, and customer issue resolution.

• Worked in secure airport environments with CBP, Federal Air Marshals, and internal security teams.

• Coordinated with pilot and flight attendant unions on scheduling and operational logistics.

• Trained domestic and international teams on systems, procedures, and service standards.

• Managed gate operations, boarding, baggage coordination, and passenger assistance. Education

Associate of Applied Science (A.A.S.) — Biotechnology GPA: 3.65