Summary
Overview
Work History
Education
Skills
Timeline
Generic
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Laurel,MD

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

9
9
years of professional experience

Work History

Senior Client Communication Specialist

Rocket Mortgage, LLC
05.2022 - 08.2025
  • Leveraged sales expertise to connect clients with Mortgage Bankers.
  • Managed over 1200 calls daily
  • Identify and promote mortgage products that align with the client's needs, such as fixed-rate, adjustable-rate, FHA, or VA loans.
  • Keep up to date with market trends, new mortgage products, and changes in lending regulations.
  • Developed ideas and leads for new stories according to industry trends.
  • Communicated company promotions, products, and services to clients to increase brand awareness and overall revenue.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Interacted with team members across departments to research and resolve customer issues.
  • Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.

Customer Service Representative

Blue Cross Blue Shield of MI
01.2022 - 04.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Maintain accurate records of customer interactions, transactions, and service histories.
  • Guide customers through the claims process and process new claims and track the status of existing claims.
  • Delivered prompt service to prioritize customer needs.
  • Responded to correspondence from insurance companies.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Followed up on denied claims to verify timely patient payment and resolution.

Scheduler/Training Coordinator & Administrator

Kadima Mental Healthcare
07.2016 - 07.2021
  • Assisted with support functions, such as budgeting and technology coordination.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Performed internal and external audits and research and administrative reviews of programs and plans to support HR administration.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Served as corporate liaison for finance, IT, and marketing departments.
  • Trained and supervised employees on office policies and procedures.
  • Identified workers with specific skill sets to recommend for promotions or raises.
  • Scheduled over 30 homes to be fully staffed 12-24 hours a day

Education

Associate of Arts -

Wayne County Community College
Detroit, MI
01.2017

Skills

  • Microsoft Office
  • Attention to Detail
  • Communications
  • Collaborative
  • Process Optimization
  • Client Service
  • Recordkeeping
  • Strategic Planning
  • Messaging and speechwriting
  • Claims
  • Health Insurance
  • Medical Terminology

Timeline

Senior Client Communication Specialist

Rocket Mortgage, LLC
05.2022 - 08.2025

Customer Service Representative

Blue Cross Blue Shield of MI
01.2022 - 04.2022

Scheduler/Training Coordinator & Administrator

Kadima Mental Healthcare
07.2016 - 07.2021

Associate of Arts -

Wayne County Community College

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