Marina RUSS
Lewisville
Summary
Professional offering several years achieving success in industry. Highly qualified and skilled leader. Priority on driving business growth and motivating teammates to consistently exceed goals. Resourceful Senior Specialist recognized for productivity and efficiency in task completion. Specialize in strategic planning, project management, and data analysis. Excel in communication, problem-solving, and leadership to drive team success. Committed to delivering high-quality results in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Absence Integrated Senior Specialist
New York Life Insurance Co
REMOTE
04.2021 - Current
- Communicate with a claimants, employers and various medical professionals both verbally and in writing regarding the application for payment of ongoing short term disability and family medical leave.
- Explain benefits, coverages and claims process either verbally or in writing in compliance with regulatory and statutory requirements.
- Review Statutory, no fault policies per state, SSDI/SSRI to properly apply offsets.
- Review State leaves, Family Medical Leave, Paid Family Leave, Company Leave for eligibility requirements.
- Review policies and determine if employees meet employer eligibility requirements.
- Review tasks and compete sign offs while mentoring fellow team members via teams videochat.
- Resolve customer escalation calls with a positive approach dispelling tensions while reviewing escalated claims and completing a de-escalation.
- Complete administrative functions, update production reports, and document and update claim files via company systems, i.e. adminsuite jabber, medical guidelines.
- Manage up to 200 complex cases involving overlapping leave types while assisting the network with overdue tasks to meet compliance goals and maintain company metrics while ensuring quality work.
- Own and review assigned cases while effectively managing work through task driven queues and multi-tasking in a fast paced call center environment.
Concierge
Inspire Living - Lewisville
Lewisville
01.2020 - 04.2021
- Greeted guests/Clients determined nature and purpose of visits as well as directed or escorted them to specific destinations.
- Reviewed documents medical data regarding residents into the system and filed and maintained resident records.
- Recorded guest comments or complaints, referred customers to managers as necessary.
- Provided information about establishment , such as location of departments or offices, employees within the organization, or services provided.
- Manage 30-60 calls a day in regards to facility inquiries and scheduling.
Keyholder
GAP
Grapevine
10.2018 - 01.2020
- Managed daily operations and ensured store readiness for opening and closing.
- Assisted customers with inquiries and provided exceptional service throughout their visit.
- Supervised cash handling procedures and maintained accurate financial records.
- Trained new employees on store policies, customer service, and operational procedures.
- Replenished merchandise displays throughout the store as needed.
- Received shipments from vendors and ensured that all products were properly stocked in their designated locations.
- Supervised bank deposits and security procedures to support store opening and closing.
Brand Representative
Abercrombie and Fitch
Grapevine
09.2017 - 10.2018
- Managed inventory levels and ensured product availability in stores.
- Provided customer service support by responding to customer inquiries via email or phone call.
- Recommended, selected and helped locate merchandise based on guest needs and desires.
- Gathered customer feedback to inform future marketing strategies and product developments.
- Gathered and completed shipment for clothing that was received and stocked in necessary departments.
Education
Psychology
Texas Woman's University
Denton, TX07-2026
Associate of Arts - Psychology
North Central Texas College
Gainesville, TX01-2021
Skills
- Effective communication
- Customer service
- Case management
- Conflict resolution
- Team collaboration
- Knowledge sharing
- Coaching and mentoring
- Continuous improvement
- Excellent communication
Timeline
Absence Integrated Senior Specialist
New York Life Insurance Co
04.2021 - Current
Concierge
Inspire Living - Lewisville
01.2020 - 04.2021
Keyholder
GAP
10.2018 - 01.2020
Brand Representative
Abercrombie and Fitch
09.2017 - 10.2018
Psychology
Texas Woman's University
Associate of Arts - Psychology
North Central Texas College
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