Allyson Perales
Frisco,TX
Summary
Customer-focused professional with 15+ years of experience supporting clients, managing complex information, and delivering accurate, high-quality service in fast-paced environments. Known for strong communication, attention to detail, and adaptability. Seeking a long-term role with a growth-oriented organization.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Member Specialist II / Insurance Specialist I
AAA
Frisco, TX
07.2024 - Current
- Served as a primary point of contact for AAA members regarding insurance coverage, membership services, billing, and account inquiries
- Provided high-quality support on both inbound and outbound calls to members and ACE Club employees regarding membership, roadside assistance, policies, procedures, and services
- Reviewed member-related correspondence, contacted members proactively, and provided timely problem resolution
- Utilized analytical skills to evaluate multiple sources of information and determine appropriate processing methods or resolutions to maximize quality and efficiency
- Sold insurance policies by identifying member needs, explaining coverage options, and recommending appropriate products in accordance with licensing and company guidelines
- Promoted and sold AAA memberships, educating members on benefits, services, and value to support enrollment and retention goals
- Processed high volumes of membership updates and changes, accurately keying data into membership systems from multiple sources
- Assisted in monitoring system deliverables to ensure data accuracy and integrity, reporting discrepancies or concerns as needed
- Achieved and supported individual, team, and departmental performance goals in a metrics-driven environment
- Performed fingerprinting services in accordance with identity verification standards, privacy requirements, and established procedures
- Captured and processed passport photos meeting official documentation standards while ensuring accuracy and customer satisfaction
- Ensured secure handling and confidentiality of sensitive personal information across all member services
- Collaborated with cross-functional teams and assisted other ACE departments as assigned to support operational needs
Remote Support Claims Ambassador
Airbnb (Sutherland Global)
01.2023 - 07.2024
- Supported Airbnb hosts and guests by managing claims-related inquiries in a remote, high-volume environment
- Provided clear, empathetic customer support throughout the claims intake and resolution support process
- Reviewed, researched, and gathered claim documentation and evidence to support accurate claim handling
- Utilized claims software including Xactimate / Xactanalysis and Symbility to research estimates and claim details
- Accurately documented claim information, correspondence, and actions in claims management systems
- Maintained high data-entry accuracy and attention to detail while handling multiple claims simultaneously
- Met or exceeded quality, accuracy, and productivity metrics with minimal errors
- Collaborated with internal teams using Teams and Webex to support timely claim progression
- Participated in ongoing web-based training to remain current on systems, workflows, and policies
- Adhered to confidentiality, privacy standards, and internal procedures while handling sensitive claim information
Home Lending Advisor
JPMorgan Chase
Plano, TX
11.2021 - 12.2022
- Served as a primary point of contact for customers regarding home lending and mortgage servicing inquiries in a regulated banking environment
- Utilized strong knowledge of home lending products, rates, and programs to educate customers and support informed lending decisions
- Assisted in converting qualified inquiries into mortgage loan applications by explaining product and rate options within established guidelines
- Managed a high volume of daily customer interactions via phone and email while meeting productivity and quality metrics
- Took ownership of customer interactions from initial inquiry through resolution or escalation, ensuring clarity and satisfaction
- Accurately documented customer communications and application details in banking and CRM systems to support compliance and continuity
- Supported adherence to banking regulations and internal controls, including Dodd-Frank / Truth in Lending Act (TILA) requirements
- Maintained high levels of customer satisfaction, as reflected in customer feedback and quality measures
- Collaborated with branch and team members to support shared goals, workload balance, and service excellence
Patient Service Representative
Solis Mammography
Dallas, TX
12.2016 - 10.2017
- Served as the first point of contact for patients, delivering compassionate, professional front-desk support in a healthcare imaging environment
- Greeted and registered patients by accurately entering and verifying demographic and insurance information in the Radiology Information System (RIS)
- Explained forms and assisted patients with completion via paper or tablet while ensuring clarity, comfort, and compliance
- Processed and maintained confidential patient documentation, scanning and linking records to medical files in accordance with HIPAA standards
- Collected patient payments, including copays and balances, and explained insurance benefits when necessary
- Scheduled, rescheduled, and confirmed appointments while preparing exam- and payer-specific paperwork for future visits
- Ensured all diagnostic exams had required physician orders, requesting missing documentation and following up as needed
- Generated daily invoice journals and reconciled payments using Daily Reconciliation Reports to ensure financial accuracy
- Multitasked effectively across phones, patient check-in, scheduling, documentation, and payment processing in a fast-paced setting
- Collaborated closely with clinical and administrative teams to maintain patient flow and support a positive care experience
Claims Associate-Initial Loss Reporting (ILR)
State Farm
Richardson, TX
02.2014 - 07.2015
- Receive and process First Notice of Loss (FNOL) claims across multiple intake channels, including phone, mobile app, click-to-chat, and internet reporting
- Gather, verify, and accurately document initial loss information, ensuring complete and audit-ready claim files
- Delivered empathetic, professional customer service, de-escalating concerns during stressful loss situations
- Utilize claims systems and internal technologies to enter, update, research, and route claims efficiently
- Handle a high volume of incoming claims and calls in a fast-paced, metrics-driven environment while maintaining quality standards
- Initiate prompt contact with policyholders, agents, and internal teams to support timely claim intake and investigation handoff
- Apply claims policies, procedures, and coverage guidelines during intake to ensure accurate documentation and routing
- Maintain file quality, accuracy, and compliance with established protocols, documentation standards, and applicable regulations
- Collaborate within a team-based claims environment to support smooth claim transitions and operational efficiency
Education
High School Diploma -
Ralph H. Poteet High School
05.2009
Skills
- Insurance Policy Sales & Member Services
- Claims Intake & Documentation (FNOL)
- Coverage, Benefits & Policy Explanation
- Inbound & Outbound Call Handling
- Consultative Sales & Needs-Based Recommendations
- Customer Problem Resolution
- De-escalation & Empathetic Communication
- Regulatory & Policy Compliance
- HIPAA & Privacy Compliance
- Identity Verification & Sensitive Data Handling
- Claims Software (Xactimate, Xactanalysis, Symbility)
- Salesforce & CRM Systems
- Documentation Accuracy & Audit Readiness
- Data Entry Accuracy (45 WPM, 10-Key)
- Analytical Thinking & Information Evaluation
- Team Collaboration in Fast-Paced Environments
- Insurance, Claims & Membership Services
- Insurance Policy Sales & Member Retention
- Membership & Roadside Assistance Support
- Insurance Verification & Eligibility
- Customer Service, Sales & Communication
- Customer Satisfaction & Retention
- Compliance, Privacy & Accuracy
- Systems, Technology & Data
- Claims Software: Xactimate, Xactanalysis, Symbility
- Membership & Claims Management Systems
- Microsoft Office Suite (Excel, Word, Outlook) & SharePoint
- Multi-System Navigation
- Healthcare & Financial Knowledge
- Medical Billing & Coding (ICD-9, ICD-10, CPT, HCPCS)
- Medical Records Management
- Anatomy & Medical Terminology
- Professional Strengths
- Attention to Detail
- Time Management & Prioritization
- Adaptability in Fast-Paced Environments
- Team Collaboration
Certification
National Registered Certified Coding Specialist (NRCCS) May 2012
Timeline
Member Specialist II / Insurance Specialist I
AAA
07.2024 - Current
Remote Support Claims Ambassador
Airbnb (Sutherland Global)
01.2023 - 07.2024
Home Lending Advisor
JPMorgan Chase
11.2021 - 12.2022
Patient Service Representative
Solis Mammography
12.2016 - 10.2017
Claims Associate-Initial Loss Reporting (ILR)
State Farm
02.2014 - 07.2015
High School Diploma -
Ralph H. Poteet High School