Aileen R. Stewart

• Coordinated office operations to enhance workflow efficiency and support team objectives.
• Managed scheduling for meetings, ensuring optimal use of resources and time.
• Streamlined document management processes, improving retrieval speed and accuracy.
• Ensured consistent delivery of quality customer service by providing friendly support via phone calls or email communications when required.
• Assisted in onboarding new drivers, providing transportation protocols and systems.
• Assisted in transportation logistics such as booking loads for professional OTR drivers across the USA; routing drivers in for routine truck maintenance; and issuance of proof of delivery documents to factoring company
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Oversaw payroll functions, including data entry and verification, to support efficient financial operations.

• Job Summary: The Associate Customer Advocate is responsible for assisting and educating members, providers, or customers on products and plans. This position researches, analyzes, and resolves all inquiries, promoting a favorable image of the Company by demonstrating shared business values to all who contact. In addition, this position will foster and preserve reputable relationships with all members, providers, or customers by providing accurate and timely information in response to all inquiries.
• Essential Functions:
• Provides assistance, service, and education to members, providers, or customers through various channels including telephone, internet, and written inquiries.
• Ensures accuracy and timeliness in responding to inquiries.
• Processes and resolves customer issues with varying complexities.
• Documents interactions and correspondence with members or providers in a clear and concise manner and ensures they are tracked appropriately so they are easily accessible.
• Applies computer-based skills to navigate multiple systems and internal resources to address inquiries and gather plan details for members or providers while maintaining timeliness standards and inventory levels.
• Maintains base knowledge of insurance terms and practices along with various company offered products.
• Performs work under direct supervision. Handles basic issues and problems and refers more complex issues to higher-level staff.

• Responsibilities: Responds to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution. Issues orders to establish or discontinue gas service or to establish Electric Service Identifier (ESID) number to create meter sets. Resolves billing inquiries, performs account adjustments, negotiates payment arrangements and deposit amounts and follows-up on customer accounts. Processes online customer service and electronic billing inquiries. Solicits customer feedback on service provided and initiates action based on customer feedback. Receives and appropriately prioritizes trouble calls. Interacts with Competitive Retail providers (CRs) to discuss readings, billing dates, order receipts, etc. Ensures proper electric and gas permitting is in place by interacting with internal permitting department or other entities as needed. Considers each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company (i.e., IVR, Web, etc.) Interfaces with other departments to resolve customer inquiries and achieve customer satisfaction. These departments include Transmission and Distribution, Field Activities, Field Services, Revenue Accounting, and others when necessary.

• Responsibilities: Represent the Company in a professional and courteous manner in all interactions with client/patients. Verify current coverage with third party insurance providers, and obtain authorizations when needed. Communicate/Assign client/patient information necessary to schedule home medical equipment services. Determine correct resolution(s) for client/patient complaints; take corrective action, and monitor results. Establish and maintain all client/patient records. Communicate with the billing department to ensure proper billing of insurance companies, contracts, and/or other third party payers for all products and services delivered; assist in maintaining accurate billing records. Produce work-orders and provide delivery directions for client/patient set-ups. Scan all explanation of benefits, authorizations, and CMNs to the billing department. Assist with warehouse operations by maintaining inventory and conducting scheduled equipment maintenance. Participate in surveys conducted by authorized inspection agencies. Participate in the Company’s Performance Improvement (PI) program as requested by the PI Coordinator. Participate in Company committees. Pursue continued education programs appropriate to position responsibilities. Perform other duties as assigned by the President.

• Description: To work closely with supervisor(s) in facilitating client services.
• Responsibilities:
• Assist department supervisor by supporting the loss mitigation team, for Bank of America (BAC), in facilitating business procedures and best practices to deliver the highest quality client services and within the appropriate timelines client’s requirement
• Work closely with department supervisor and manager in implementing strategies and new programs, inclusive of but not limited to HAMP, GSE loan modifications, repayment plans, short sales, special forbearance plans, deeds-in-lieu, partial claims
• Oversee staff members and have accountability for their production, quality, and attendance
• Coach, mentor, motivate and lead associates by example, effectively communication individual, team, and company objectives to optimize knowledge transfer and maintain corporate informational transparency wherever possible
• Provide management with departmental productivity, quality control, performance, and standards reports
• Responsible for measuring and analyzing reporting metrics including but not limited to loan volume, quality control, load leveling, pipeline management and other specific loan managing reports
• Create and update managerial detail reports/spreadsheets pertinent to the status of requested documentation received, complete and ready for submission to underwriting team on a daily/weekly/monthly basis
• Monitor reports on a daily/weekly/monthly basis in order to effectively manage the pipeline, keeping within investor/client guidelines
• Provide proactive communication with client underwriting and other client departments as necessary to ensure accurate and timely completion of file documentation
• Maintain extensive and up-to-date knowledge with respect to GSE requirements and guidelines, as well as other investor’s rules and PMI requirements
• Facilitate the resolution of escalated customer/client issues
• Other duties as required and assigned

• Informed prospective clients inquiring about the abdominoplasty, panniculectomy, gastric bypass/lap band, breast reduction/enlargement, liposuction, gynecomastia, or skin rejuvenation / laser procedures; Educating our future client about specific surgical procedure(s) and to make sure they qualify for the procedure(s) they sought via questionnaire format; and verify medical coverage for those procedures that may qualify under insurance coverage before making the appointment to see a doctor. Provide follow-up to ensure each new patient received specific or special care when necessary. Respectfully decline any prospective client who does not qualify for a specific surgery via medical explanation and more education about their body in reference to the procedure.

• Addressed full range of customer service functions, including but not limited to; handling inbound and outbound calls, analyzing, researching and resolving billings, service and equipment inquiries, claims and adjustments for both verbal and written customer equipment problems; responds to customer correspondence received regarding billing inquiries and other issues; reports suspected fraudulent activity to appropriate sources for revenue protection. Responsible for supporting the day-to-day operations of business. Responsible for supporting overflow calls Escalation Queue.

Maximized as information liaison while handling high risk customer complaint calls with total empowerment to do everything necessary to save the relationship between the customer and the bank in a timely manner. My responsibilities also included complete and accurate research via banking data records systems and/or reaching out to other bank partners to assist in any areas of their expertise to bring an issue to closure; to forward any cases to the bank’s legal department when necessary, and to document the details of each case on a call by call basis.

• Senior Loan Closer Interviewed applicants and examine, evaluate, and authorize or recommend approval of applications for loan and lines of credit for real estate and other consumer credit loans, in addition to analyzing financial status, credit, property evaluation, title search, flood determination, and feasibility of granting loan and assigning risk rating.
• Loan Originator Authorized to approve or deny mortgage loans/lines of credit by following state specific mortgage standards and Fair Lending Law. Evaluates acceptability of loan. Approves rejects or requests additional information. Subject to record design specifying investor and institution guidelines and basis for approving or rejecting application. Scope of experience includes Ohio, Texas, Louisiana, Oklahoma, Florida, Georgia, Tennessee, Alabama, Arkansas, Mississippi, Virginia, Kansas, North Carolina, and South Carolina & Washington D.C.

• Answered customer inquiries relating to consumer deposits, financial transactions, problem resolution and evaluating customers’ financial needs for sales opportunities. Possess ability to quickly and accurately search and retrieve customer information via bank computer software applications in a windows environment as well as provide prompt and accurate responses to customer’s needs, along with assisting with Quality Assurance and participating in special projects at OPS Control.