Bernice Hopper

Self-motivated professional with a strong sense of personal responsibility and the ability to excel in fast-paced environments. Skilled at working independently and collaboratively to provide exceptional customer service. Experienced in assisting Medicaid members with housing assistance programs by providing updates on application status, educating members on how to complete and submit online applications, and guiding them through the process for rent and utility assistance. Recognized for strong communication skills, problem-solving abilities, and a commitment to helping members access available resources efficiently.

Self-motivated and customer-focused professional with a strong sense of personal responsibility and a proven ability to thrive in fast-paced environments. Skilled at working both independently and collaboratively to deliver exceptional customer service. Quick to learn new systems and adapt to changing priorities. Experienced in assisting customers with home and auto insurance policy changes, responding to billing inquiries, and helping retain customers by addressing concerns and providing tailored solutions to prevent policy cancellations.

• Assisted members in locating providers, answered eligibility and coverage inquiries, and supported healthcare providers with claim-related questions.
• Provided customer support by helping members find in-network providers, explaining eligibility and coverage benefits, and assisting providers with claims inquiries.
• Responded to member and provider inquiries regarding eligibility, benefits, coverage, and claims while ensuring accurate and timely resolution.

• Promoted to specialize in General Liability and Auto claims, applying strong analytical, negotiation, and interpersonal skills.
• Earned All-Lines Adjuster License, broadening capabilities to handle a wide variety of claim types.
• Investigated, processed, and resolved claims in alignment with regulatory requirements and internal company standards.

• Managed supervisor-level and escalated customer inquiries, ensuring prompt and effective resolutions.
• Mentored and coached Energy Advisors, utilizing structured development tools to enhance individual and team performance.
• Oversaw internal communications, managed high-volume email correspondence, and performed accurate data entry with a focus on professionalism and detail.

• Rotated into in-person support at walk-in centers, engaging directly with customers, participating in community outreach, and guiding applicants through energy assistance programs.

• Delivered front-line customer support for billing inquiries, account updates, and service transactions (start, stop, transfer).
• Responded with urgency and precision to emergency calls related to outages and gas concerns.
• Provided technical assistance for smart thermostats, meters, and solar billing inquiries.
• Acted as a liaison between customers and back-office teams to coordinate solar panel system service installations and communicated city permitting requirements to customers.

• Delivered efficient and accurate technical support in a high-volume call center environment, verifying prior authorization letters and medical documentation, and scheduling transportation through automated systems.
• Verified client service eligibility and determined cost-effective transportation solutions, ensuring accurate record-keeping and timely processing of medical appointment verifications.
• Authorized transportation services including meals, lodging, and fuel reimbursements based on client needs and program guidelines.
• Coordinated medical transportation for Medicaid clients utilizing contracted vendors, airlines, and public transit systems.
• Served as a liaison among clients, transportation contractors, medical providers, and external agencies to ensure services met regulatory and program standards.
• Provided education to clients, healthcare professionals, and state agencies on Medical Transportation Program (MTP) policies and procedures.

• Assisted clients with a variety of account-related inquiries, including balance transfers, debit card and check fraud claims, online banking enrollment and password resets, loan and credit card applications, and bill payment issues.

• Provided technical support to business clients for online banking issues, including login troubleshooting, balance inquiries, transaction history, fund transfers, and transaction dispute resolution.
• Opened and serviced financial products for existing customers, including credit cards, personal loans, and retirement accounts, ensuring adherence to internal policies and regulatory requirements.
• Assisted with retirement account servicing, including processing contribution and distribution requests with a focus on accuracy and compliance.
• Served as a mentor for new hires over the last 8 months, supporting training sessions through side-by-side coaching, live guidance, and reinforcement of operational best practices.

• Delivered bilingual (English and Spanish) customer support across multiple client programs, consistently adapting to changing procedures, systems, and customer needs in a fast-paced call center environment.
• Provided excellent service to Southwestern Bell customers, assisting with billing inquiries, service bundle options, payment arrangements, and account updates.
• Supported CitiBank customers with account inquiries, balance transfers, credit card applications, and technical troubleshooting, ensuring prompt and accurate resolution.
• Offered product support and troubleshooting for EarthLink internet services and BlackBerry devices, assisting with sales, setup, and ongoing customer care.
• Maintained flexibility and professionalism while managing multiple client systems and protocols, ensuring high-quality service delivery across all assigned programs.

• Assisted in daily sales operations and delivered exceptional customer service to ensure a positive shopping experience.
• Created and maintained employee schedules, processed time cards, and supported payroll preparation to ensure accurate and timely compensation.
• Managed inventory levels, ordered merchandise, and monitored stock to meet sales demands and minimize shortages.
• Handled daily deposits and maintained accurate cash control procedures.