Ashlee Wengler
Navarre,FL
Summary
Seeking a position which will utilize my 20+ years of customer service experience to benefit your organization.
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
22
22
years of professional experience
Work History
Communications Team
Genpact, Resolution Life/Voya Life Account
03.2022 - Current
- Retained as a Subject Matter Expert(SME) for product information and processing
- Assist in researching complex issues
- Identify system issues and notify the Business Analyst for further research
- Communicate processing status to policy owners and agents via email or phone calls
- Work with Compliance and Management team to review escalated customer concerns and determine appropriate response
- Research returned mail. Locate updated customer addresses using Accurint or by making calls to the policy owner
- Work with processing teams to ensure cases are completed within SLA
- Answered client queries and complaints to provide strong customer service.
- Using customer feedback, work with management to determine how to improve processes.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Sr. Policy Plan Coordinator/Historian
Cognizant Technology Solutions, Voya Account(formerly ING)
08.2012 - 03.2022
- Underwriting 1st review for underwritten changes on inforce policies. Review forms to ensure all questions are answered. Call policy owners or agents for missing information
- Communicate processing status to policy owners and agents via email or phone calls
- Order exams, medical records, motor vehicle reports, prescription checks
- Process policy change requests (Face decreases/increases, date of birth changes, death benefit option changes, rate changes, cost of living increases, reinstatements)
- Review error reports and make corrections to policies
- Write correspondence to answer complex policy questions
- Review payments to ensure they do not violate IRC guidelines for TEFRA/DEFRA or TAMRA
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coached employees through day-to-day work and complex problems.
Sr. Policy Plan Coordinator
ING Life Insurance Company
06.2012 - 08.2012
- Underwriting 1st review for underwritten changes on inforce policies. Review forms to ensure all questions are answered. Call policy owners or agents for missing information
- Communicate processing status to policy owners and agents via email or phone calls
- Order exams, medical records, motor vehicle reports, prescription checks
- Write correspondence to answer complex policy questions
Case Manager
Financial Markets, Inc.
01.2011 - 09.2011
- Answer phones and assist agents with pending life and annuity business
- Process incoming life insurance and annuity applications
- Fax, scan, print, and copy documents
- Order medical records and insurance exams.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and agents through consistent follow-ups and progress updates.
Customer Service Analyst/Team Lead
ING Life Insurance Co
03.2006 - 10.2009
- Answer phones and assist customers or agents with questions in regards to insurance policies and annuities
- Mail out forms or correspondence and utilize office equipment to print, copy, and fax documents
- Answered constant flow of customer calls with minimal wait times.
- Assist with training and mentoring of new hires and with research regarding complex issues
- Subject Matter Expert for multiple administrative systems. Utilizing 10+ systems on a daily basis.
- Managed escalated customer complaints to successful resolution, ensuring satisfaction and continued loyalty.
- Provided primary customer support to internal and external customers.
- Contributed positively to the company''s reputation by consistently delivering excellent service experiences across all touchpoints.
- Increased first-call resolution rates by creating an extensive knowledge base for quick reference during interactions with customers.
Cashier/Customer Service Shift Supervisor
Barlow's Miracle Mart
05.2002 - 05.2006
- Organized employee breaks and lunches, supervised and evaluated employee performance
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Delegated tasks, provided assistance, and answered questions when employees were unclear of responsibilities.
- Weighed and stamped mail in addition to selling lottery tickets.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with finding items and handled complaints
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
Education
No Degree - Accounting And Computer Science
Minot State University
Minot, NDNo Degree - Physical Therapy
University of North Dakota
Grand Forks, NDNo Degree - Medical Terminology
Allied Business Schools, Inc.
Online01.2011
No Degree - Medical Transcription
Allied Business Schools, Inc.
Online01.2011
High School Diploma -
Des Lacs Burlington High School
Des Lacs, ND05.2003
Skills
- Proficient in Microsoft Suite applications
- Decision-Making
- Attention to Detail
- Work Ethic and Integrity
- Reliability and punctuality
- Professionalism and Courtesy
- Time management skills, Organizational abilities
- Written and verbal communication
- Teamwork and Collaboration
- Customer Communication and Empathy
- Active Listening
- Problem Resolution
Qualifications
66+ wpm, MS Access, MS Excel, MS Outlook, 10-Key, MS Word, Ability to Multi-Task, Detail-Oriented, Strong Problem Solving Skills, Time Management, Customer Service Skills, Self-Starter, Team player
References
- Carlene Huber, Genpact, Carlene.Huber@Genpact.com, 701-240-6577
- Benjamin Podoll, Genpact, Benjamin.Podoll@Genpact.com, 701-833-7410
Timeline
Communications Team
Genpact, Resolution Life/Voya Life Account
03.2022 - Current
Sr. Policy Plan Coordinator/Historian
Cognizant Technology Solutions, Voya Account(formerly ING)
08.2012 - 03.2022
Sr. Policy Plan Coordinator
ING Life Insurance Company
06.2012 - 08.2012
Case Manager
Financial Markets, Inc.
01.2011 - 09.2011
Customer Service Analyst/Team Lead
ING Life Insurance Co
03.2006 - 10.2009
Cashier/Customer Service Shift Supervisor
Barlow's Miracle Mart
05.2002 - 05.2006
No Degree - Accounting And Computer Science
Minot State University
No Degree - Physical Therapy
University of North Dakota
No Degree - Medical Terminology
Allied Business Schools, Inc.
No Degree - Medical Transcription
Allied Business Schools, Inc.
High School Diploma -
Des Lacs Burlington High School
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