KRYSTAL BOGGES

• Managed high-volume inbound customer interactions daily in a national rental operations center.
• Investigated multi-layer billing disputes including damage claims, toll violations, contract discrepancies, and corporate chargebacks.
• Interpreted rental agreements and liability clauses to defend revenue while ensuring fair resolution.
• Handled escalations involving fraud allegations, insurance coverage disputes, and financial liability conflicts.
• Processed secure payments, structured payment arrangements, and issued adjustments/refunds under compliance protocols.
• Coordinated with claims, damage recovery, and corporate billing departments to resolve complex cases end-to-end.
• Maintained detailed multi-system documentation while meeting QA, resolution, and handle-time targets.
• Remote
• Managed customer inquiries, resolving issues efficiently and enhancing satisfaction levels.

(Position eliminated due to workforce financial reworking)

• Supported Medicare and Medicaid members with complex eligibility, benefit, and claims inquiries.
• Analyzed Explanation of Benefits (EOB) statements and clarified coverage determinations.
• Submitted prior authorizations and processed coverage determinations accurately.
• Coordinated with provider offices to correct denied claims and billing discrepancies.
• Navigated multiple internal systems while maintaining strict HIPAA and CMS compliance.
• Met performance benchmarks in quality, call resolution, and documentation accuracy.
• Remote
• Facilitated member inquiries and resolved issues through comprehensive support and resource navigation.
• Educated members on benefits, services, and health management tools to enhance understanding and utilization.

(Role concluded due to company-wide restructuring following executive transition.)

• Processed high-volume deposits, withdrawals, transfers, and loan payments with precision.
• Assisted customers in account inquiries, providing exceptional service and support.
• Collaborated with team members to enhance operational workflows and reduce wait times.
• Trained new staff on banking procedures, fostering a knowledgeable team environment.
• Assisted customers with account inquiries and transaction research.
• Ensured adherence to banking security policies and compliance procedures.
• Processed daily customer transactions with accuracy and efficiency.
• Maintained cash drawer integrity through meticulous balancing and reconciliation.

• Directed full operational management of consumer lending branch independently.
• Originated, structured, and funded installment loan agreements.
• Evaluated credit reports and determined applicant eligibility within state lending guidelines.
• Managed collections portfolio and negotiated delinquent account resolutions.
• Reconciled financial records, balanced daily transactions, and maintained audit compliance.
• Award for Excellence – Operated the #1 performing office out of 66 statewide locations (February 2021).

• Processed consumer loan applications from intake through submission, verifying documentation and reviewing credit data.
• Managed delinquent accounts and structured repayment solutions within compliance guidelines.
• Executed ACH transfers, wire transactions, loan payments, and account servicing requests.
• Resolved debit/credit card disputes and fraud-related account issues.
• Cross-sold financial products and supported member retention initiatives.
• Trained new representatives and supported onboarding within contact center operations.
• Consistently achieved call volume, resolution, and quality assurance benchmarks in regulated environment.
• Trained new representatives on policies and procedures, improving onboarding