MARCELINA PETER

• Serve as the first point of contact for policyholders and their representatives, providing empathetic and accurate support on a wide range of policy-related inquiries via phone and written communication.
• Deliver exceptional customer service while handling 80% or more of daily tasks through inbound call support, consistently meeting or exceeding department metrics for response time, quality, and resolution.
• Utilize active listening and problem-solving skills to identify caller needs and deliver clear, policy-compliant solutions in line with HIPAA regulations.
• Accurately update and maintain customer records, including address changes, beneficiary updates, and policyholder data, ensuring data integrity across systems.
• Respond to written inquiries and requests with professionalism and grammatical accuracy, ensuring clarity and customer understanding.

• Collaborate with internal departments to ensure seamless handoffs and resolution of escalated issues, supporting a connected and team-driven service environment.

• Enhanced customer satisfaction by addressing and resolving inquiries in a timely manner.
• Streamlined communication processes for increased efficiency within the agent services team.
• Assisted clients with account management, effectively reducing service-related issues.
• Provided comprehensive support to agents, ensuring a high level of productivity and success.
• Conducted thorough market research to identify potential business opportunities for agents.
• Acted as a liaison between multiple departments, facilitating efficient information exchange crucial for delivering exceptional customer experiences.
• Participated actively in regular team meetings aimed at driving continuous improvement initiatives across various aspects of agent services operations.
• Remote

• Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
• Verified patient insurance coverage and benefits for medical claims.
• Researched and resolved complex medical claims issues to support timely processing.
• Maintained strong knowledge of basic medical terminology to better understand services and procedures.
• Worked productively in fast-moving work environment to process large volumes of claims.
• Input all patient data regarding claims and prior authorizations into system accurately.
• Remote

• Fostered communication with borrowers to keep informed throughout the process via email and phone.
• Collate and analyze loan documentation gathered and prepared files for final underwriting and clear-to-close.
• Communicate with new home buyers to answer questions and resolve issues regarding home building.
• Assessed overall quality of loan portfolio through intensive review of loans in collections, loss mitigation, and default stages.
• Worked with underwriters to fix application problems and resolve issues.
• Developed and maintained relationships with customers, lenders and other third parties.

• Maintain office, agents, and personal files to ensure an organized, systematic, efficient, and transparent system
• Carefully process incoming & outgoing invoices, payables, and correspondence with a focus on tracking records
• Handle corporate reports to provide meaningful information to potential investors and creditors in making a rational investment, credit, and similar decisions
• Handle agent listing on the company's website & outsource websites.
• Handled confidential and sensitive information with discretion and tact.
• Facilitated training and onboarding for incoming office staff.

• Performed sales consultation (remotely) to foster dialogue and identification of the best approach towards resolving customers' issues
• Supported decision-making and business growth through active attendance in stakeholder meetings
• Establish and execute action plans within the assigned territory to advance in the marketplace
• Identified opportunities through prompt response to inbound interest and target account
• Communicated with customers regarding needs to educate customers on product features appropriately
• Served as an active member of the sales committee to gather reports on market trends
• Supported business growth by meeting and exceeding sales growth and clients acquisition.
• Participated in continuous training opportunities to hone craft and build leadership skills.
• Conducted thorough market evaluations and analyzed energy usage patterns to determine potential savings.
• Leveraged sales CRM software platform to track and notate sales interactions and follow up activities.