Summary
Overview
Work History
Education
Skills
Timeline
Generic

Wanda R Ivy

Customer Care Representative
Stockton,CA

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

14
14
years of professional experience

Work History

Medicare Customer Care Rep

Blue-Shield Of CA
09.2022 - Current
  • Handle and resolve incoming calls in a (call center setting) from Individual and Group Medicare Advantage plans, Prescription Drug Plans and Medicare Supplemental Plans, concerning members eligibility, benefits, provider information, monthly premium billing, clinical and pharmacy needs
  • Coordinate membership changes such as member's primary care physician
  • Process member premium payments
  • Provide status of prior authorization request
  • Provide deductible and max out of pocket information
  • Review and analyze member claims for accuracy as well as member education on how benefits are applied
  • Engage members with their wellness plan options Comprehensive resolution of pharmacy calls concerning benefit coverage, co-pays, formulary coverage, vacation overrides, and utilization management requirement using web posted printed formulary
  • Provide a brief description of coverage denial reason and alternatives as listed in the printed formulary
  • Perform prescription claim overrides
  • Provide status of a prior authorization requests
  • Assist member with plan changes
  • Assist members with grievances and appeals and how to submit
  • Compose routine and non-routine correspondence to answer benefits/provider inquiries in writing
  • Assist members with logging into member portal and or assist with any technical issues or submitting tickets to technical support for further review/resolution.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Navigated multiple computer systems and applications to find information.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Take on special projects, provide team floor support and provide out of office support to leadership. Work to reduce and manage aged and open cases as well as provide assistance on escalated callbacks.

Home Loan Specialist I

PennyMac Loan Services
08.2020 - 05.2022
  • Primary point of contact (Call Center Setting) Processing Conventional and FHA Streamline mortgage loans, performing routine data entry and validation tasks Initiating third party orders (title, appraisal, hazard, flood cert, credit, etc.) Reviewing and validating loan documents Handling routine calls, emails and/or chat responses Assigning and distributing workloads Monitoring work queues and intervening as needed Interacting with multiple departments to expedite processing and/or issue resolution Performing other related duties as required and assigned Demonstrating behaviors which are aligned with the organization's desired culture and value.
  • Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
  • Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
  • Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
  • Worked on time sensitive special projects and provided floor support to the team.

Retail Sales Associate/Key

Michelle Roshayes Boutique
10.2019 - 03.2020
  • Responsible for retail sales of clothing, shoes, and accessories
  • Partner with company managers to plan sales strategies, maintain a high level of service across store and with customers, neatly stock merchandise on sales floor, Issue refunds and store credits, operate cash register using Square Systems
  • Manage and oversee merchandising displays
  • Open and close store
  • Responsible for opening register and closing register and making nightly deposits, ensuring register is balanced.

Elder Care Provider

Elder Care At Home
11.2017 - 09.2019
  • Helping with care of Parents due to illness

Home Service Specialist II

Home Equity Accenture, Bank of America Home Loans
08.2015 - 11.2017
  • Primary point of contact, (Call center setting) provide customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking.
  • Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments. Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service. Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence. Responsible for collection, review and validation of all required documentation, including income.
  • Responsible for initial income analysis of salary and wages, Social Security Pension, IRA, and Self-Employed Income. Understand multiple income sources as well as ability to review and understand tax returns. Ability to analyze an entire loan profile and recommend appropriate solutions. Efficiently manage pipeline of loan applications. Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process.
  • Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customers’ needs are met. Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting.

Home Service Specialist

Bank of America Homes Loans
12.2013 - 08.2015
  • Contracted to Accenture on 08/01/2015)
  • Primary point of contact, (Call center setting) provide customers with timely and periodic status updates of their loan application, returning all inquiry calls within service level agreement Responsible for several kept informed routines to ensure that customer expectations are set properly and followed through until booking
  • Focused on achieving customer delight through successfully establishing customer rapport, setting appropriate expectations, asking probing questions, relationship deepening and executing on all commitments
  • Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
  • Able to articulate difficult and/or complex information in a manner that is clear while conveying compassion to drive customer retention and sales partner confidence
  • Responsible for collection, review and validation of all required documentation, including income
  • Responsible for initial income analysis of salary and wages, Social Security Pension, IRA, and Self-Employed Income
  • Understand multiple income sources as well as ability to review and understand tax returns
  • Ability to analyze an entire loan profile and recommend appropriate solutions
  • Efficiently manage pipeline of loan applications
  • Responsible for thoroughly reviewing customer applications and providing detailed information regarding the fulfillment process
  • Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customers' needs are met
  • Assure that all customer files are complete and in compliance with regulatory agencies and internal policies before sending to Underwriting
  • I -1st
  • Mortgage (Call Center) NMLS #1017246

Mortgage loan processor

Bank of America Home Loans
12.2012 - 12.2013
  • (call center setting) in the Platinum Privilege division (high deposit customers), with a pipeline of conventional conforming loans
  • Analyze multiple data sources and deliver updates and application decision in a timely manner
  • Review credit reports and Complete 1st mortgage applications including verifying income, sign off on limited conditions, including Initial Disclosures, 4506T, Hazard Insurance
  • Investigation of fraud indicators, Review of other contingencies including but not limited to appraisal, title, flood and hazard insurance requirements
  • Ability to meet production, quality and service standards with emphasis on delivering exquisite customer service
  • Potential restructuring of the customers initial credit request, offering potential counteroffers to the customers and ensuring that both bank and customers' needs are met
  • Outbound calls to request income documentation, mortgage clarification, payoff information as well as any and all other outstanding contingencies based on Clues, LP results

Customer Relationship Manager

Home Loans Modification Bank of America Home Loans
12.2010 - 12.2012
  • Primary borrower contact, (call center setting) review files for modification eligibility for the following programs, National Mortgage Settlement (DOJ), HAMP, and Non-Hamp
  • Review and analyze income documents and monitor and collect Trial payments, or follow for liquidation options such as Short Sale, Deed In Lieu of Foreclosure or Foreclosure
  • Contact customers on outstanding documents needed for underwriter review, Stack and submit file for U/W review, Pipeline includes 1st and multi liens, bankruptcy, Advocacy, NMO, and Litigation

Mortgage Loan Officer

Mortgage Bank of America Home Loans
06.2009 - 12.2010
  • Answer incoming calls in a (call center setting), generated through Bank of America Business Channels (Branches, Internet)
  • Sales of Bank of America Home Mortgage Loans 1 st mortgage and FHA products to existing and new Bank of America Customers as well as non-Bank of America customers
  • Provide Exceptional customer service by analyzing customers financial and credit history, discuss with customer what their objectives are to determine appropriate product that will fit within guidelines and pricing policies
  • Complete loan application, advise and follow up with customers in regards to the next steps of the loan process including informing customers of the initial general items needed to submit to underwriting
  • Work directly with processing and underwriting department to assist in any additional items and or alternatives needed to close loan in a timely and efficient manner.

Education

Diploma -

Amos Alonzo Stagg High School
Stockton, CA

NMLS License (Inactive - undefined

State of CA -

Northern California School of Insurance, AD Banker School of Insurance Sacramento
Stockton, Ca

Obtained Certificate of completion in Professional Salesmanship Training Course -

Dale Carnegie of San Joaquin
Stockton, CA

Skills

  • Reading Comprehension
  • Problem Resolution
  • Understanding Customer Needs
  • Customer Relationship Management
  • Calm and Professional Under Pressure
  • Microsoft Office
  • Issue and Complaint Resolution
  • Customer Relations
  • Special Assignments
  • Collaborative Environments
  • Verifying Coverage
  • Process Transactions
  • Keen Attention to Detail
  • Call Volume and Quality Metrics
  • Documentation
  • Customer Inquiry Response
  • Policy and Procedure Adherence
  • Billing Adjustments and Refunds
  • Inbound Customer Service
  • Effective Working Relationships
  • Scripted Responses

Timeline

Medicare Customer Care Rep

Blue-Shield Of CA
09.2022 - Current

Home Loan Specialist I

PennyMac Loan Services
08.2020 - 05.2022

Retail Sales Associate/Key

Michelle Roshayes Boutique
10.2019 - 03.2020

Elder Care Provider

Elder Care At Home
11.2017 - 09.2019

Home Service Specialist II

Home Equity Accenture, Bank of America Home Loans
08.2015 - 11.2017

Home Service Specialist

Bank of America Homes Loans
12.2013 - 08.2015

Mortgage loan processor

Bank of America Home Loans
12.2012 - 12.2013

Customer Relationship Manager

Home Loans Modification Bank of America Home Loans
12.2010 - 12.2012

Mortgage Loan Officer

Mortgage Bank of America Home Loans
06.2009 - 12.2010

Diploma -

Amos Alonzo Stagg High School

NMLS License (Inactive - undefined

State of CA -

Northern California School of Insurance, AD Banker School of Insurance Sacramento

Obtained Certificate of completion in Professional Salesmanship Training Course -

Dale Carnegie of San Joaquin

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