Remote Live Chat Customer Service Specialist Resume Title
Resume:
Diana Hoeler
Dedicated professional with history of meeting company goals and
utilizing consistent organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organization. Motivated to learn, grow, and excel. 8720 Matthews Farm Lane
#11306
Charlotte, NC 28277
*****.******@*****.***
EXPERIENCE
United Healthcare, Charlotte, NC (remote)
Medicare Insurance Benefits Advisor
June 2023 - PRESENT
Medicareinsurance.com, Centennial, CO (on site)
Medicare Insurance Benefits Advisor
June 2022 - May 2023
● Perform a thorough needs assessment to help enroll Medicare eligible consumers in best health insurance plan to fit their needs
● Utilize CRM tool to track client interactions, follow ups, and progress toward enrollment goals efficiently
● Developed a deep understanding of of various Medicare plans and regulations to provide expert advice to clients in need of guidance
● Consistently met or exceeded sales targets by employing effective sales strategies and techniques tailored to individual client needs
Cardinal Financial Company, Charlotte, NC (remote) Wholesale Client Advocate
July 2020 - March 2023
● Worked with other ten Mortgage Loan Brokers to manage pipeline movement and expedite the mortgage loan
process at every milestone and mediate any challenges at loan level
● Provided liaison support for Client, Sales, and internal operations groups to identify or process loan related issues
● Addressed and resolved issues for brokers to improve SKILLS
● Critical Thinking
● Mortgage Industry
Knowledge
● Medicare Health
Insurance Industry
Knowledge
● Customer
Relationship
Management
● Direct Marketing
● Active Learning
● Production Goals
processes and provide a competitive advantage through customer relationships and operational experience
● Built relationships with the Production team, operational associates, and clients to create a collaborative working environment, and maintain a high morale while fostering retention among account executives
● Assisted account executives with broker onboarding and ongoing training into the proprietary mortgage processing system
Mortgage Subject Matter Expert/Team Lead (on site/remote) September 2019 - July 2020
● Collaborated with senior and business line management to identify and prioritize new concepts for development and launch
● Collaborated with sales, underwriting, closing, funding, and management teams to ensure loans are being
processed with attention to detail, accuracy, and within compliance of corporate, agency and regulatory processes
● Responsible for finding solutions to challenging scenarios for loan conditions with the ability to find creative and acceptable solutions for restructuring loans in addition to explaining the conditions to transaction coordinators and loan officers
● Maintained a loan processing team of fifteen employees
● Onboarded ninety-two transaction assistants in four months from home during a pandemic
Mortgage Support Specialist (remote)
September 2017 - September 2019
● Researched, diagnosed, and trouble shot to identify solutions to resolve system, process, or experience issues for all internal and external customers
● Utilized email and chat applications to give those requesting support quick answers
● Represented the organization to internal, external customers, and vendors by providing exceptional
communication skills both orally and in writing
● Followed standard procedures to research and identify solutions to software and hardware issues for proper escalation of unresolved issues to the appropriate internal teams
● Ensured daily, weekly, and monthly internally specified requirements were met surrounding successful follow-up, task completion, and most importantly customer
satisfaction
Mortgage Loan Processor (on site)
October 2016 - September 2017
● Collaborated with loan officers and transaction
coordinators to provide timely, accurate service for clients throughout the entire mortgage process
● Ordered documentation to supplement applicant
information which included, but was not limited to, credit report updates, appraisals, title reports, insurance binders, and income verifications
● Worked as a team with sales and processing teams to ensure loans in pipeline are being processed with attention to detail, accuracy within compliance
● Prepared file for final clear to close and continuing to work side by side with transaction coordinators and loan officers to reach clear to close with underwriting management
● Consistently met or exceeded goals put in place by management
EDUCATION
Northern Virginia Community College, Annandale, VA Associates of Applied Science - Business
July 2012
J.W. Robinson Secondary School, Fairfax, VA
Standard High School Diploma
June 2009
CERTIFICATIONS
Medicare Health & Life Insurance License - 2022 through 2024
AHIP (America’s Health Insurance Plans) Certified - 2022 through 2024
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