Bilingual Benefits and Customer Service Specialist

Karen Phillips

Bloomington, MN **********@*****.*** 612-***-****

Education

Minneapolis Community & Technical College Minneapolis, MN AS Human Services

Work Experience

Willis Towers Watson Remote

COBRA Benefits Coordinator August 2025 - March 2025

• Processed COBRA election forms, and payments, managed payments along with participants refunds

• Responded to inquires and provided guidance to employees and employer's

• Ensure compliance and maintain accurate participants records

• Assist and supported with enrollment and benefits-related questions

• Prepare timely reports and documentations to support COBRA compliance

• Administer benefits enrollment, changes and terminations; update payroll records; Miracle Ear Remote

Customer Service Reprsentative May 2023 - November 2024

• Maintain patient profilies with a keen focus on detail, showcasing strong organizational and data management abilities

• Proficiently facilitated warm transfers to our physical store locations, enhancing customer engagement and satisfaction. Additionally, demonstrated a deep understanding of Miracle Ear products and warranties, providing comprehensive information and resolving customer queries.

• Expertly organized callbacks from our stores, ensuring patients received timely follow-up and support, displaying a commitment to excellent customer service and post-appointment PA Health & Wellness Remote

Customer Service Representative August 2023 - December 2023

• Effciently handled a high volume of inbound calls from healthcare providers and members, demonstrating strong communication, patience and professionalism under pressure

• Specialized in Medicaid and Medicare insurance, verifying eligibility, checking claim status, and resolving insurance-related issues, showcasing a deep understanding of government healthcare plans

• Provide compassionate and comprehensive support to members regarding personal assisted services, care management, and pharmacy inquires, ensuring timely resolution of prescriptions-related problems Ecolab Remote

Supply Chain Procurement November 2020 - September 2021

• Developed and executed strategies to negotiate with suppliers and vendors, resulting in reduced procurement expenses and improved overall cost efficiency

• Assisted hotels, restaurants, pools and spas in managing payment arrangements, including past-due invoices, while effectively maintaining communication with clients and vendors to ensure timely resolution of financial obligations

Target Brooklyn Park, MN

Senior Escalation Specialist September 2018 - November 2021

• Proficiently managed product or service-related escalations, handling problem tickets, and effectively communicating customer issues to upper management for resolution

• Successfully raised awareness of challenging situations, ensuring relevant stakeholders were informed, contributing to the timely resolution of customer issues

• Demonstrated skill in dealing with disgruntled customers, using problem-solving abilities and active listening to identify and investigate information, ultimately arriving at effective solutions to address customers problems

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