Janae Tuck
Stockton,CA
Summary
Experienced Member Support Associate with a proven track record in delivering exceptional customer service and comprehensive support in the financial industry. Skilled communicator adept at articulating complex financial concepts clearly. Proficient in multitasking and collaborating with cross-functional teams for operational efficiency. Committed to continuous learning and staying updated on industry trends.
Overview
13
13
years of professional experience
Work History
Member Support Associate
Chevron Federal Credit Union
10.2017 - Current
- Deliver outstanding customer service to over 500 credit union members monthly via phone and email channels, demonstrating precision and empathy in addressing diverse banking inquiries
- Process an average of 150 deposits, withdrawals, transfers, and loan payments daily, ensuring error- free and streamlined transactions aligned with established policies and procedures
- Maintain a high 95% customer satisfaction rate by promptly resolving member concerns, fostering long- term retention, and collaborating effectively with cross-functional teams
- Facilitate an average of 50 loan applications monthly through seamless collaboration, ensuring timely updates to members and an improved service experience
- Contribute to accurate and organized member records, driving a remarkable 25% growth in company revenue and exceeding individual and team performance targets consistently
- Successfully analyze suspicious transactions, proactively identifying and addressing potential fraud cases, resulting in a 40% reduction in financial losses and safeguarding member accounts
- Collaborate closely with cross-functional teams to investigate and promptly resolve suspected fraudulent activities, maintaining a 99.5% account security rate
- Implement highly effective fraud prevention strategies, leading to a remarkable 60% decrease in fraudulent activities and enhanced customer security.
Claims Associate
Fidelity Investments
01.2015 - 01.2017
- Provide exceptional customer service through phone, email, and online platforms, maintaining a high customer satisfaction rating by addressing inquiries and concerns promptly
- Guide customers through the warranty claims process, resulting in a notable 20% reduction in claim processing time and improved overall efficiency
- Collaborate seamlessly with cross-functional teams, contributing to a significant 30% improvement in claim resolution efficiency and satisfactory resolutions
- Demonstrate strong sales acumen by upselling and cross-selling additional home warranty plans to existing customers, leading to a substantial 15% increase in revenue
- Consistently exceed performance targets, achieving an outstanding 98% call quality rating and surpassing customer satisfaction goals.
Patient Service Representative
Janae Tuck, UCSF Benioff Children's Hospitals
01.2013 - 01.2015
- Managed patient accounts using healthcare billing software, ensuring accurate billing and compliance with regulations
- Collaborated with healthcare providers, insurance companies, and internal teams, addressing billing inquiries and negotiating payment plans
- Spearheaded process improvements, streamlining billing procedures, and reducing errors by 20%
- Utilized EMR (Electronic Medical Records) and Epic systems to access patient data and ensure seamless billing processes
- Exceeded collection targets for six quarters, reducing delinquent accounts by 20% and improving financial stability
- Received consistent positive feedback from patients, maintaining a 95% satisfaction rate
- Liaised between patients and insurers, advocating for accurate claims processing
- Trained new team members on billing software and processes
- Attended industry seminars to stay updated on healthcare regulations and billing practices.
Phone Business Banker
Wells Fargo
01.2012 - 01.2014
- Deliver outstanding customer service by understanding clients' unique business requirements and providing tailored financial solutions, collaborating effectively with internal teams for a seamless customer experience
- Achieve and surpass sales targets by identifying cross-selling opportunities, resulting in a 25% revenue increase within the first year
- Assist clients in navigating online banking platforms, offering technical support and comprehensive training
- Act as a trusted advisor, offering expert recommendations and financial advice to clients, resulting in a customer satisfaction rating.
Patient Billing Representative
San Joaquin General Hospital
01.2011 - 01.2012
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Collected payments and applied to patient accounts.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
- Posted payments and collections on regular basis.
Education
Bachelor's degree, Bachelors degree - Finance
California State University - East
Associate of Science - AS - Behavioral Sciences
Chabot College
Skills
- Program Support
- Preparing Reports
- Cash Handling
- Workplace Safety
- Strategy Development
- Insurance Verification
Timeline
Member Support Associate
Chevron Federal Credit Union
10.2017 - Current
Claims Associate
Fidelity Investments
01.2015 - 01.2017
Patient Service Representative
Janae Tuck, UCSF Benioff Children's Hospitals
01.2013 - 01.2015
Phone Business Banker
Wells Fargo
01.2012 - 01.2014
Patient Billing Representative
San Joaquin General Hospital
01.2011 - 01.2012
Bachelor's degree, Bachelors degree - Finance
California State University - East
Associate of Science - AS - Behavioral Sciences
Chabot College
Similar Profiles
Lindsay KepplerLindsay Keppler
Mortgage Servicing Processor at Chevron Federal Credit UnionMortgage Servicing Processor at Chevron Federal Credit Union
Heather PenderHeather Pender
Promoted to Wholesale Account Executive at Chevron Federal Credit UnionPromoted to Wholesale Account Executive at Chevron Federal Credit Union
Carmel H. Elizardo Jr.Carmel H. Elizardo Jr.
Property Manager (CPM) at Credit Human Federal Credit UnionProperty Manager (CPM) at Credit Human Federal Credit Union