Hi, I’m
Melyna Estrada
Simi Valley,CA
Summary
Recent Business Degree in progress, excited to launch a career that secures a position wherein my experience will be of value. Analytical Customer Service Representative with expertise in different industries, most recently being Health, Commercial and Personal Insurance. Gifted in evaluating risk and loss potential. Team oriented with success in building relationships with brokers and sales agents to achieve business goals.
Overview
12
years of professional experience
Work History
FirstSource Advantage
Collections Specialist
08.2023 - Current
Job overview
- Deliver exceptional customer service on collection calls and maintain calm and professional demeanor
- Call center environment handling 30 manual and outbound calls
- Achieve performance goals on consistent basis
- Establish payments and apply to customer balances
- Assist customers with opening Personal Loans and Credit Cards
- Assist with Loan Settlements
- File hardships for customers if unable to make full payments
- Use probing techniques to determine debtors' reasons for delinquency
- Negotiate to collect balance in full
- Document any suspicious activity against fraud
- Assist customers with any personal information changes
Blend Insurance Agency
Quality Control Analyst
12.2020 - 03.2023
Job overview
- Promoted from Customer Service Representative to Quality Assurance
- Suggested and accomplished improvements to designs and documentation to improve reliability
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Audited policies daily to verify have been paid and all forms/applications have been signed
- Processed personal homeowners and auto policies once sold and ensure has everything needed including taking first payment
- Handled and resolved inspections in timely manner to avoid policy cancellation by carrier
- Processed underwriting memos
- Assisted customers through phone and via email
- Added/removed/replaced vehicles on auto policies
- Provided customers with their homeowners or auto benefits
- Assisted customers with adding/removing endorsements
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Weekly meetings to provide feedback to team leaders and managers to improve service time and quality while increasing productivity
- Monitored KPIs to proactively address quality issues
CoverHound Insurance
Quality Control Analyst
03.2019 - 11.2020
Job overview
- Added Lienholder to policies for vehicles that apply
- Ensured information on applications such as: policy holder's, additional names, contact information and addresses are correct
- Modified effective dates upon approval
- Assisted and/or advised clients during underwriting period
- Reviewed applications to ensure policy accuracy, according to carrier guidelines
- Ensured consistency between information on applications and QC Portal
- Generated DocuSign for customers to sign electronically
- Provided excellent service on inbound/outbound calls to clients
- Handled policy corrections and obtaining necessary information from agents or clients
- Assisted clients requests or memos on FreshDesk in timely manner
- Documented all error trends made by sale agents and report to Director of Quality Control and create training opportunities
- Sent applicable supplemental forms and trailing documents to carriers and follow up to make sure received
- Made sure binders, ID cards and Evidence of Insurance are accessible to clients once signed
Anthem Blue Cross
Agency Service Representative
08.2018 - 02.2019
Job overview
- Verified Medicaid/Medicare eligibility
- Trained and coached new employees on internal processes and procedures
- Quoted medical and pharmaceutical benefits
- Viewed and explained medical claims
- Responded to Broker concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Responded to broker calls and emails to answer questions about products and services
- Application status
- Scheduled appointments to resolve more complex issues
- Verified provider networks
- Processed and handled billing inquiries
- Helped brokers navigate their online portal
- Assisted with commissions
Anthem Blue Cross
Customer Service Representative II
11.2015 - 08.2018
Job overview
- Promoted from Customer Service Representative I to Customer Service Representative II
- Managed and processed medical claims
- Quoted Covered California (Affordable Care Act) medical and pharmaceutical benefits
- Clarified customer issues and determined root cause of problems to resolve or service complaints
- Answered constant flow of customer calls with minimal wait times
- Managed over 40 calls per day
- Verified eligibility
- Processed and handle billing inquiries
- Investigated and resolved customer inquiries and complaints quickly
- Contact provider offices to resolve member issues
FedEx Office
Center Consultant
10.2014 - 11.2015
Job overview
- Trusted with office key to open and close store
- Reviewed order data to verify transactions and shipping dates
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers
- Packed, secured, labeled and applied postage to materials to prepare items for shipment
- Rejected damaged items, recorded shortages and corresponded with shippers to rectify issues
- Assisted with copier, oversize printers, fax machine, laminator, mount and binding
- Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients
- Answered phones to assist customer needs or requests from other Fed Ex stores
- Updated planograms
- Kept track of office supplies Inventory
- Counted all cash registers and deposits
- Consulted with customers to plan and create business cards or marketing signs
Fresh And Easy, Inc
Bakery Coordinator/Customer Assistant
06.2013 - 11.2015
Job overview
- Managed the bakery independently and kept track of sales to understand which products had high production
- Set new planograms/shelves and print price labels
- Defrosted, baked and packaged bakery items in a timely manner before store opened
- Kept freezer well organized
- Engaged in friendly conversation with customer to better uncover individual needs
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges
- Placed special orders and called other stores to find desired items
- Checked in bakery items from delivery drivers
- Cycle counted retail items each week
- Marked down clearance products, assist customers at checkout and waste out damaged goods
Kohl’s
Customer Service Cashier
11.2011 - 01.2012
Job overview
- Worked seasonally during High School
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store
- Processed refunds and exchanges in accordance with company policy
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store
- Performed cash, card and check transactions to complete customer purchases
- Answered product questions using knowledge of sales and store promotions
Education
Moorpark CollegeMoorpark, CA
Associate of Business Administration from Business
07.2024
Moorpark High SchoolMoorpark, CA
High School Diploma
06.2012
Personal Lines Insurance Licence 4173784 - Active
Skills
- Computer literate: Email, Microsoft Word, Excel, PowerPoint and Outlook
- Able to multitask
- Attention to detail, have had two Quality Control Analyst roles
- Adaptable to change, worked in three start up companies
- Excellent communication skills, verbal and written
- Very well organized
- Able to troubleshoot issues and resolve customer complaints
- Optimistic attitude
- Always patient and professional with customers
- Able to work independently or in team
Additional Information
- Personal Lines Insurance License # 4173784 - Active
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Collections Specialist
FirstSource Advantage
08.2023 - Current
Quality Control Analyst
Blend Insurance Agency
12.2020 - 03.2023
Quality Control Analyst
CoverHound Insurance
03.2019 - 11.2020
Agency Service Representative
Anthem Blue Cross
08.2018 - 02.2019
Customer Service Representative II
Anthem Blue Cross
11.2015 - 08.2018
Center Consultant
FedEx Office
10.2014 - 11.2015
Bakery Coordinator/Customer Assistant
Fresh And Easy, Inc
06.2013 - 11.2015
Customer Service Cashier
Kohl’s
11.2011 - 01.2012
Moorpark College
Associate of Business Administration from Business
Moorpark High School
High School Diploma
Personal Lines Insurance Licence
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