Mary Jane C. Newell
Colorado Springs,CO
Summary
Results-driven and detail-oriented Life and Health Fulfillment Specialist II with extensive experience in managing moderately complex life, annuity, and health product servicing. Currently employed at USAA, providing expert support to sales and service agents, team members, and management through sharing operational knowledge and best practices. Skilled in identifying operational inefficiencies and recommending improvements, contributing to continuous process enhancements for optimal service delivery. Meticulous attention to detail in handling incoming documents ensures accurate and efficient processing of service and transaction requests. Known for strong commitment to maintaining high standards of organization and compliance in a fast-paced environment.
Overview
22
22
years of professional experience
Work History
Life and Health Fulfillment Specialist II
USAA
08.2023 - Current
- Handles moderately complex life, annuity, and health product servicing, and shares developing knowledge of operational processes with USAA sales and service agents, team members and management.
- Identifies and shares operational improvement suggestions and recommendations.
- Reviews and validates content in internal procedures for accuracy and makes recommendations for potential updates.
- Reviews all incoming documents to ensure they are in good order and takes vital measures to acquire information needed to finalize service and transaction request and ensure accuracy and organization of files.
Life and Health Service Specialist
USAA
02.2022 - 08.2023
- Received and fulfilled member service requests for all life policy, annuity and health policy changes through various member contact channels.
- Encouraged member to take action to address needs and opportunities.
- Supported enterprise business goals through the achievement of individual referral and product acquisition goals.
- Addressed and deescalated member frustration
Stay-At-Home-Mom
08.2012 - 02.2022
Tier II Advance Customer Representative
WOW! Cable
03.2007 - 08.2012
- Provided customer service and support to 60+ calls daily to all customers in the Midwest area
- Provided customer service and support to 60+ calls daily to all customers in the Midwest area, including billing questions, and technical support
- Resolved customer inquiries and technical issues with their cable, internet, and phone connection
- Worked on Quality Assurance projects
- Received the Star Employee of the year 2011 for Top performance
- Provided customer service and support to 60+ calls daily to all customers in the Midwest area
Tier 1 Customer Service Representative
Time Warner Cable
10.2006 - 02.2007
- Provided customer service to cable subscribers in the LA Region
- Provided tier 1 technical support to Cable and High-Speed Internet Users
- Handled complex calls from customer’s complaint
- Provided billing and sales support
Tech Support/Data Specialist
ABC Stores
03.2003 - 09.2006
- Processed store orders via AS400 system
- Processed store orders via AS400 system
- Provided an excellent help desk support to all stores
- Installed and worked with install team to assembled equipments in new store openings
- Performed different levels of testing to insure hardware/software functionality
- Processed store orders via AS400 system
Education
Associates degree - Electronics Technology
Heald College
Honolulu, Hawaii01.2003
Skills
- Customer Service
- Attention to detail
- Deadline adherence
- Patience and adaptability
- Active listener
- Problem solver
Life and Health Licensed since 2020
Obtained Colorado License in Life, Annuity and Health Licensed since 2020. Completed CE on November 2024.
Timeline
Life and Health Fulfillment Specialist II
USAA
08.2023 - Current
Life and Health Service Specialist
USAA
02.2022 - 08.2023
Stay-At-Home-Mom
08.2012 - 02.2022
Tier II Advance Customer Representative
WOW! Cable
03.2007 - 08.2012
Tier 1 Customer Service Representative
Time Warner Cable
10.2006 - 02.2007
Tech Support/Data Specialist
ABC Stores
03.2003 - 09.2006
Associates degree - Electronics Technology
Heald College
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