ANDREE BORRO
Gaithersburg,MD
Summary
Results-driven performance analyst and member services professional with extensive experience in travel benefits assistance, insurance operations, and union member benefits. Strong background in performance reporting, workforce planning, staffing, forecasting, and service operations. Recognized for analytical thinking, leadership, and the ability to streamline processes, improve customer satisfaction, and drive team productivity. Highly organized with strong interpersonal, communication, and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Member Service Representative
National Education Association (NEA) Member Benefits
11.2016 - Current
- Resolve complex member service and benefits escalations, maintaining a 90%+ first-call resolution rate
- Educate members on NEA benefit programs, increasing awareness, engagement, and utilization
- Process benefit enrollments and claims using proprietary systems while ensuring compliance with policies and procedures
- Manage inquiries via phone, email, and mail from members, affiliates, and external vendors
- Maintain accurate documentation to support follow-up, auditing, and case resolution
- Collaborate cross-functionally to resolve issues and improve overall member experience
- Support onboarding efforts through training materials and peer coaching
- Monitor calls and provide quality feedback to support performance improvement
- Streamlined internal communication processes, improving response efficiency and customer satisfaction
- Demonstrate leadership by supporting workflow organization, prioritization, and team coordination
- Served as a backup lead for NEA and SEIU Trust/Insurance operations, ensuring continuity of service and adherence to service standards.
- Led and supported resolution of complex member and affiliate concerns, delivering high‑quality advocacy and member‑focused outcomes.
- Oversaw Auto & Home Insurance inquiries, providing expert guidance to advocates, affiliates, and members while ensuring accuracy and compliance.
- Proactively engaged members to retain enrollment, educating them on benefits and reinforcing the value of maintaining active coverage.
- Partnered with United American to verify active memberships, resolve eligibility issues, and provide Member ID (MDS#) information.
- Collaborated with program managers on strategic initiatives and special projects, improving workflows and member experience.
- Acted as a key point of contact for NEA national, state, and local offices, delivering timely issue resolution and maintaining strong stakeholder relationships.
- Demonstrated leadership by supporting team members, sharing knowledge, and ensuring consistent service delivery across advocacy functions.
Performance Specialist
Generali Global Assistance (formerly Europ Assistance USA)
09.2009 - 10.2016
- Produced and analyzed KPI, SLA, staffing, payroll, and financial performance reports
- Monitored staffing levels and operational readiness to ensure service targets were met
- Identified and investigated fraud, generating $10,000 in savings within six months
- Managed departmental expenses, including vendor invoices and corporate credit cards
- Coordinated insurance claims and travel assistance operations using proprietary systems
- Implemented process improvements that increased departmental performance by 60% within five months
- Coordinated emergency and operational travel logistics for staff
Education
Certification in Payroll Practice And Management - Payroll Practice And Management
Hagerstown Community College
Hagerstown, MD02.2014
Skills
- Customer service and escalation resolution
- Performance metrics and reporting
- Workforce planning, forecasting, and scheduling
- Cross-functional collaboration
- Analytical problem solving and critical thinking
- Leadership and team development
- Verbal and written communication
- Organization, prioritization, and multitasking
- Process improvement and operational efficiency
- Attention to detail and time management
- Microsoft office
- Excel Intermediate
- French fluency
- Outlook
- PowerPoint
Interests
Community service and outreach, Advocacy for homelessness support programs, Volunteer work with shelters supporting women, animals, and underserved communities
Timeline
Member Service Representative
National Education Association (NEA) Member Benefits
11.2016 - Current
Performance Specialist
Generali Global Assistance (formerly Europ Assistance USA)
09.2009 - 10.2016
Certification in Payroll Practice And Management - Payroll Practice And Management
Hagerstown Community College