Chyna Armstrong

• Operated in a fully remote, highly structured environment, maintaining full engagement while adhering to designated start and end times, scheduled lunch periods, and regulated breaks.

• Received and responded to customer inquiries related to insurance and benefits matters, resolving moderately complex issues regarding policy provisions and conditions within prescribed authority limits.

• Evaluated and interpreted policy and account information to make appropriate recommendations and decisions in compliance with legal and regulatory requirements.

• Accessed and updated account information while navigating multiple systems simultaneously, ensuring accuracy and data integrity.

• Applied deep product knowledge and compliance awareness to support informed customer outcomes.

• Documented customer interactions, decisions, and outcomes thoroughly within internal systems.

• Escalated unresolved issues requiring advanced support to appropriate departments for further resolution.

• Built knowledge and professional acumen through self-directed learning, remaining current on policy guidelines, underwriting considerations, and compliance updates.

• Provided customer support in a high-volume, complex call center environment, addressing inquiries related to policy provisions and coverage conditions.

• Partnered cross-functionally with Policy Support, Claims, and Underwriting teams to respond to customer inquiries and ensure accurate resolutions.

• Actively listened to customer concerns to identify trends or recurring issues and recognized opportunities for process improvement, sharing observations with leadership as appropriate.

• Maintained compliance with organizational procedures, policy guidelines, and legal requirements while documenting all interactions accurately.

• Delivered consistent customer support within a structured call center environment with normal distractions, noise, and interruptions.

• Demonstrated strong technical aptitude, including intermediate computer skills and the ability to navigate multiple applications simultaneously.

• Troubleshot basic equipment and connectivity issues, including headset, internet, and system access, to maintain productivity.

• Utilized Microsoft Office tools for documentation, communication, and internal reporting.