Bianca Herrera
San Antonio,TX
Summary
Adept at enhancing customer satisfaction and streamlining claims processes, I leveraged my problem-solving and teamwork skills at SWBC to exceed performance metrics. My proficiency in documentation and exceptional communication abilities led to significant improvements in operational efficiency and customer service quality, contributing to a positive and collaborative work environment.
Overview
4
4
years of professional experience
Work History
Loss Draft Specialist
SWBC
2022.07 - 2024.04
- Enhanced customer satisfaction through timely communication and resolution of loss draft-related inquiries.
- Provided training to new team members on company policies, industry regulations, and best practices for handling loss drafts.
- Reduced processing errors by diligently verifying accuracy of homeowner information and loan data in the system.
- Streamlined workflow processes for better task prioritization and faster document handling.
- Supported departmental objectives by consistently meeting or exceeding performance metrics related to claims processing timeframes and quality standards.
- Contributed to a positive work environment by collaborating closely with colleagues to achieve shared goals in claim resolutions.
- Ensured timely disbursement of funds by accurately calculating available proceeds based on current loan status and repair estimates.
- Maintained detailed records of claim activity, including supporting documentation and correspondence, ensuring accurate reporting.
- Consistently met deadlines for reviewing documents, resulting in improved turnaround times for fund release requests from homeowners.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
Member Service Representative
MCNA
2020.03 - 2022.06
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Education
Certificate - Pharmacy Technician
Northwest Vista College
San Antonio, TXEarl Warren High School
San Antonio, TX06.2018
Skills
- Loss mitigation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizing and prioritizing work
- Reliability
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Active listening
- Claims processing
- Relationship building
- Microsoft office
- Computer proficiency
- Documentation skills
- Data entry
- Reporting skills
- Task prioritization
- Self motivation
- Prior authorization processing
- Analytical thinking
- Conflict resolution
- Goal setting
- Quality control
- Documentation processing
- Time management abilities
- Written communication
- Paperwork processing
- Office equipment operation
- Skilled in software
- Data entry software
- Fraud detection
- Great mathematical skills
Timeline
Loss Draft Specialist
SWBC
2022.07 - 2024.04
Member Service Representative
MCNA
2020.03 - 2022.06
Certificate - Pharmacy Technician
Northwest Vista College
Earl Warren High School