Alexis Ludlow

Customer Assistance

Respond to inquiries from members regarding their health insurance coverage, benefits, claims, and policy details.

Provide clear and accurate information to help customers understand their plans and options.

Problem Resolution

Assist in resolving issues related to claims, billing, or coverage discrepancies.

Documentation and Record Keeping

Maintain accurate records of customer interactions, inquiries, and resolutions in the system.

Technology Utilization

Use customer support software and other tools to manage inquiries and document interactions efficiently.

• Work with homeowners in need of assistance with keeping their homes through mortgage modification
• Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity
• Understanding of appropriate options for borrower, such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure
• Document collection and monitor the tracking of documents provided by customer
• Built internal relationships and work closely with team to facilitate loss mitigation options for customers
• Monitor accounts through loss mitigation closing process
• Responsible for interfacing with shared services that process modification, short sale, deed in lieu or foreclosure for customers
• Analyzing all delinquent loans in accordance with established guidelines
• Review investor delegations, credit reports, Flood certificates, and or other 3rd party inquiry
• Handle complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution

• Ensured a high performing operation by leading, engaging, coaching and developing front-line team members
• Supported teams' efforts in creating a safe, reliable operation while delivering an elevated customer experience
• Created an environment that cares for our frontline team members and celebrates the team successes
• Led airport team to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations including DOT, FAA and other government agencies
• Provided frontline team exceptional support through a variety of mechanisms in order for them to deliver superior customer service
• Coached and mentored frontline team members in skill development, customer service elevation and company culture behaviors
• Managed employees through day-to-day work and complex problems
• Provided the direction and appropriate support structure using effective resources to enable the team to deliver high performance
• Assessed operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels

• Recorded court proceedings, gathered materials to be analyzed for litigation, responded to discovery requests, interviewed clients, calculated child support obligations, and determined collectible arrears; initiated voluntary/involuntary wage garnishments and or liens against non-custodial parent's assets
• Notified relevant parties of court dates; collected support payments, responded to telephone and correspondence inquiries, provided expert testimony, and performed other duties as assigned
• Created and managed child support cases by screening new applicants' applications; conducted interviews; located non-custodial parents and their assets
• Generated and served administrative support orders to non-custodial parents
• Retrieved and assembled documents in preparation of administrative appeal hearings, aided hearing officers through telecommunication conferences, made necessary adjustments to support orders, and updated new data into the automated database system
• Responded to correspondence, telephone inquiries and perform other duties as assigned
• Filed and sorted dockets in the county civil division; transferred files to judges' office for trial; operated software applications including TrakMan, Banner, & MS Office
• Verified accuracy of an average of 100 documents daily
• Ensured that documents are time-stamped, scanned, and e-filed in the right place so that they are digitally available