Andre Bowen
Garland,United States
Summary
Motivated Software Engineering major with a keen eye for detail and strong organizational skills seeking a Home Loans Customer Service role at Discover. Eager to apply my problem-solving abilities and experience in managing multiple tasks in a fast-paced environment. Dynamic professional with a proven track record at United Health Group, adept in risk management and leveraging advanced Microsoft Office skills. Expert in driving project success, improving processes, and leading teams with exceptional multitasking and time management abilities. Achieved significant improvements in claim processing efficiency and customer service excellence.
Overview
8
8
years of professional experience
Work History
First Pass Claims Analyst/Processor
United Health Group
05.2021 - Current
- Provide expertise and support by reviewing, researching, investigating, and auditing First Pass claim processing on Surest claims, while investigating claim issues as identified and communicate resolution
- Crossed trained on Inpatient, Outpatient, Medicaid/Medicare, and High Dollar, worked on several project teams in effort of getting inventory under control
- Assisted with escalated claims to resolve complex issues for team members and internal customers, reviewing guidelines as well as benefit plan documents and certificates to ensure proper benefits have been applied to each claim
- Analyzing and identify trends and provides reports as necessary and working independently to manage own tasks, meet deadlines, and applies knowledge / skills to a range of complex projects
Community Archives Customer Service Team Lead/ Subject Matter Expert
Associa Inc.
03.2020 - 05.2021
- Communicates with agents and/or business partners to obtain required information and/or forms, identifies, researches, and responds to questions or issues related to regulations, legislation, and the innerworkings for purchasing homes in HOA community
- Constantly learning the new state rules and regulations while assisting the agent, buyers, sellers, and customer service representative are staying in compliance with all the transactions handled on a day-to-day basis
- Also assisted in training new hires on the systems and procedures, formatting helping them pace themselves during a call, also
- assist with manager escalations when needed and the death processing as it pertains to the governance team
- Lead a team of representative with daily issues regarding the calls received during the duration of their shift
- Lastly managed the email queue for processing foreclosures, settlements after purchases of new property, and I'm currently apart of the trailblazer initiative for the new pilot program being integrated in the department
Investment/Customer Consultant
State Farm/RBC Mutual Funds
05.2019 - 03.2020
- Assisted Agents and their staff with product, policy, or procedure telephone inquiries, questions, and service requests
- I assisted the agents in the processes and/or routes transactions, requests, and inquiries following established procedures and resources
- Produce quality, client-ready reports using various software programs, including Orion, Risk tolerance (Rightbridge) and Planning conversation tool (Money Guide Pro), and track progress of projects and deadlines
- Later moved into a customer consultant position responsible for accessing the risk of financial profiles for the clientele, handled full financial planning (dependent on the life expectancy of the account holder) completed the death planning for clients
- I executed trades on behalf of the account holders and worked closely with agents regarding their book of business
- Assisted in training new hires on the platform, which includes how to work every system needed for day-to-day task
Computer Sales Associate/ Smart Home Design Expert Lead/ In-Home Advising Consultant
Best Buy
10.2016 - 04.2019
- Ran the Smart Home space in Best Buy, effectively making sure products and tag were correctly printed, and made sure to ensure the department made numbers in terms of profit
- Answered questions regarding store and products, while maintaining knowledge of current sales and store promotions
- Computed accurate sales prices for purchase transactions
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Provided an elevated customer experience to generate a loyal clientele
- Displayed vast knowledge for several brands and products sold in the store and on the website
- Worked with several Apple based products (phones, computers, tablets & accessories)
- Also lead the IHA (In Home Advisement department as my job description depicted, worked closely in sphere heading Vivint when introduced in the store
Education
Some College (No Degree) - Software Engineering
Texas A&M University Commerce
Commerce, TX, United StatesHigh School -
Naaman Forest High School
Garland, TX, United StatesSome College (No Degree) - Finance
Texas A&M University, Commerce
Commerce, TXSkills
- Risk management
- Advanced knowledge of Microsoft office suite
- Multitasking and time management
Accomplishments
- Earned highest marks for customer satisfaction, companywide.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
Career Overview
Dedicated customer service representative with motivation to maintain customer satisfaction and contribute to company success. Friendly sales associate with experience working in diverse community and customer service environments. Excellent communicator with experience working in a demanding call center environment as a customer service representative. Establish client accounts and service accounts on multiple custodial platforms, service client accounts including money movement and RMD's, and maintain and organize client files electronically, complying with the requirements of all FINRA and SEC regulations. 3+ Years of call center experience.
Timeline
First Pass Claims Analyst/Processor
United Health Group
05.2021 - Current
Community Archives Customer Service Team Lead/ Subject Matter Expert
Associa Inc.
03.2020 - 05.2021
Investment/Customer Consultant
State Farm/RBC Mutual Funds
05.2019 - 03.2020
Computer Sales Associate/ Smart Home Design Expert Lead/ In-Home Advising Consultant
Best Buy
10.2016 - 04.2019
Some College (No Degree) - Software Engineering
Texas A&M University Commerce
High School -
Naaman Forest High School
Some College (No Degree) - Finance
Texas A&M University, Commerce