Summary
Overview
Work History
Education
Skills
References
Timeline
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McHerdy Saint-Germain

East Orange,NJ

Summary

Aspiring to secure a mid-level customer solutions role in return logistics, healthcare, healthcare tech, or financial services. Demonstrated success in customer support, account management, compliance, quality assurance, and administrative duties. Skilled in troubleshooting devices, recommending products, and resolving customer issues. Recognized as a trusted leader and problem-solver with a proactive, self-directed approach and strong critical thinking abilities.

Overview

8
8
years of professional experience

Work History

Annuity Solutions Analyst (contract)

Nationwide Financial
05.2023 - 04.2024
  • Analyzed and resolved client account issues related to annuity products and IRS regulations, ensuring compliance with all relevant policies and contracts.
  • Interpreted and communicated Nationwide Financial's policies, procedures, and marketing strategies effectively to clients and stakeholders.
  • Ensured compliance with FINRA, Nationwide policies, plan documents, and state and local laws by adhering to all relevant rules and regulations.
  • Educated clients on tax implications, penalties, surrender charges, death benefit protection, lifetime income, and capital preservation associated with their plans/contracts.
  • Applied lean methodology in daily operations, enhancing efficiency through problem-solving meetings and team huddles.
  • Facilitated clear communication between technical teams and business stakeholders, ensuring alignment on project goals and requirements.

Food Truck Prep Cook / Cashier (seasonal)

Juice For Us, LLC
08.2021 - 12.2022
  • Collaborated effectively with co-workers, customers, and the owner to ensure timely and accurate order preparation and delivery.
  • Established back-office systems such as Square App and food allergies and dietary restrictions in meal selection.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.

Outbound Contacts Representative, Your Home Advantage

Humana, Inc.
04.2021 - 07.2021
  • Conducted 50-80 outbound cold calls daily to Humana beneficiaries, educating them on benefits and encouraging participation in the Health Assessment Program by scheduling in-home nurse practitioner visits.
  • Promoted the In-Home Wellness Assessment program, which offers eligible members a no-cost service, requiring only their approval to schedule a practitioner visit.
  • Secured lucrative contracts by employing effective negotiation tactics and building strong relationships with prospective clients.


Customer Service Representative

Select Express & Logistics
12.2020 - 02.2021
  • Streamlined communication for non-English speaking customers by accurately translating company policies and product information.
  • Collaborated with internal and external departments and companies to resolve load-related issues and meet customer needs.
  • Escalated customer issues to account and regional managers, managing accounts such as Dicks Sporting Goods, BuyBuyBaby, IKEA, HomeGoods, Homesense, T.J. Maxx, Marshalls, Home Depot, and LEESA.


Quality Assurance, Grievance and Appeals Coordinator

Clover Health
12.2015 - 11.2018
  • Assisted Member Experience Team Leads by reviewing recorded calls between member coordinators and plan beneficiaries, delivering data-driven insights for coordinator coaching and development.
  • Identified areas for enhancement and provided actionable feedback to management and departments, including Payment Integrity and Plan Benefit Design, on issue resolution, quality improvement, policy and procedure refinement, and system performance optimization

Education

Bachelor of Arts in Psychology -

Lafayette College
05.2015

Skills

  • Advanced skills in data entry applications (Facets, Xcelerator, CVS Caremark, LMPro, Salesforce, Zendesk, TMS)
  • Advanced troubleshooting skills (Zendesk, Ryver, Yammer, Mitel)
  • Advanced knowledge of healthcare and health insurance industries (CMS, Medicare, Medicaid)
  • Intermediate in medical terminology (ICD-9 and ICD-10)

References

References available upon request.

Timeline

Annuity Solutions Analyst (contract)

Nationwide Financial
05.2023 - 04.2024

Food Truck Prep Cook / Cashier (seasonal)

Juice For Us, LLC
08.2021 - 12.2022

Outbound Contacts Representative, Your Home Advantage

Humana, Inc.
04.2021 - 07.2021

Customer Service Representative

Select Express & Logistics
12.2020 - 02.2021

Quality Assurance, Grievance and Appeals Coordinator

Clover Health
12.2015 - 11.2018

Bachelor of Arts in Psychology -

Lafayette College

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McHerdy Saint-Germain