Jacquelyne Herrera
Santa Ana,CA
Overview
6
6
years of professional experience
Work History
HR: Benefits Service Representative
Allied Universal
Irvine
11.2021 - Current
- Assist with benefit enrollment for employees at company-wide yearly enrollment period
- Provide beneficiaries with information about plan benefits and eligibility determinations
- Verify enrollment and benefit documentation requirements for Qualify Life Event
- Organize and issue benefit materials, as well as answer all employees’ questions regarding their issues related to benefits in a timely and professional manner
- Responsible for managing mail distribution and CMS invoices from Medicare/Medicaid
- Assist with training new team members and setting high standards for customer service
- Assist in answering emails that deal with benefit deduction errors or clarification
- Create binders with all the information needed for new employees to be able to respond to employees in benefits call center.
- Assist with other benefit tasks as assigned
- Assist with the EOI’s processing, auditing, and retro charges
- Assist with the DVR process in removing dependents that are not verified
- Help the team understand our winteam and ehub system
- Team player that is always able to accommodate gaps in our team's schedule.
Member Experience Associate
Alignment Healthcare/ Identified Solutions
Santa Ana
01.2021 - 07.2021
- Helped members resolve account problems and navigate internal systems to handle routine needs
- Enhanced member relationships by providing excellent service during each interaction
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
Benefits Customer Care Representative
Willis Towers Watson/ A-Line Staffing Solutions
San Diego
10.2019 - 03.2020
- Documented customer correspondence in CRM to track requests, problems, and solutions
- Kept customer and system account information accurate and current to support timely resolutions for concerns
- Worked closely with team members to deliver project requirements, develop solutions, and meet deadlines.
Program Specialist
Covance/ Randstad
San Diego
05.2019 - 10.2019
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits
- Helped plan participants by explaining program information to ensure educated selections
- Helped coordinate and manage various subject-matters programs within the company.
Customer Service Representative
Santa Barbara Tax Products Group
San Diego
03.2018 - 04.2019
- Assisted clients with personal and corporate tax issues
- Used proven techniques to de-escalate angry customers during telephone interactions
- Resolves customer inquiries and questions regarding tax-related concerns
- Educate taxpayers on customer specific information.
Education
Tustin Adult School/ High School Diploma
04.2014
Skills
- Microsoft Excel
- Office
- Word
- Customer Service Skills
- Friendly
- Positive Attitude
- Information Verification
- 40 wpm Typing Speed
- Verbal and Written Communication
- Benefits Health & Welfare Knowledge
- COBRA Knowledge
- Bilingual in Spanish
- Inbound and Outbound Calling
- Administrative and Office Support
- CMS Medicare & Medicaid
Timeline
HR: Benefits Service Representative
Allied Universal
11.2021 - Current
Member Experience Associate
Alignment Healthcare/ Identified Solutions
01.2021 - 07.2021
Benefits Customer Care Representative
Willis Towers Watson/ A-Line Staffing Solutions
10.2019 - 03.2020
Program Specialist
Covance/ Randstad
05.2019 - 10.2019
Customer Service Representative
Santa Barbara Tax Products Group
03.2018 - 04.2019
Tustin Adult School/ High School Diploma