Michaela Howlett
Hagerstown,MD
Summary
Dynamic Customer Service Professional with a proven track record at Prudential Financial, excelling in problem-solving and relationship building. Adept at mentoring teams and improving performance, I leverage my proficiency in communications to enhance operational efficiency. Passionate about delivering exceptional service and fostering a positive environment for clients and colleagues alike.
Overview
18
18
years of professional experience
Work History
Customer Service Professional
Prudential Financial
07.2024 - Current
- Servicing of annuity accounts for contract holders and financial professionals
- Processing of withdrawals from various types of individual annuities.
- Solving complex issues for clients daily.
- Technical support for advisor website
- Adherence Competition Team Captain - Acted as liaison for team and manager during adherence competition
- Source of positive encouragement for the team to drive adherence improvement results
- Led team huddles for Reducing Returned Referrals - Presented to colleagues with tips and resources to drive better metrics for returned referral results
- Hosted call listening session for Disbursements intern
- Claims Stretch Assignment (July 2025-Current) - Back-office work for Claims including producing Death Claims regulatory letters (i.e. State Notices, Interest Letters, Outgoing Stretch Letters, Secure Act Letters, Payments to Continue Letters)
Member Service Representative
Versant Health
Linthicum, USA
02.2023 - 04.2024
- Remote administration of vision benefits for federal employees.
- Claims handling
- Taking pride in exuding white glove service and always going the extra mile for the member.
- Solving complex problems for members.
- Coordinating with providers to provide seamless vision benefit experience for federal employee members.
- Managing confidential health data and member files per HIPAA protocol.
Customer Specialist
Citigroup
Hagerstown, USA
09.2007 - 08.2022
- Managed high volume inbound calls (8 years on-site; 7 years remote) of several different consumer and business credit card portfolios, resolved complex customer-facing issues, credit card account management, leveraged solution-based products and services within Citi’s Sawgrass platform.
- Worked with Scrum Project team to address common customer pain-points through research, constant correspondence and discovery in a fast paced, changing environment utilizing JIRA platform.
- Facilitated Customer Service/Sales New-hire training modules, instructing classrooms of 20-30 associates, (in both virtual and physical environments).
- Tested new sales products, legal and scripting changes for Citi Cards as well as sister companies.
- Managed high inbound call volume, leveraging sales of Cards and relevant products to global clientele including small business, consistent top monthly, quarterly, and yearly performer through sales department within site.
- Managed, coached and promoted sales for a team of 11 associates, provided constant support and feedback network while encouraging positive environment.
- Held role as subject matter expert for new-hires of Cobrands and Costco as well as internal transfers from external departments. Assisted trainer during class portion and onboarding of agents. Monitored development and performance for 30-90 days after commencement of class.
- Coached and trained new-hires through transition from training classroom into individual sales teams.
- Assistant trainer inside classroom preparing new hires for the sales environment.
- Acted as a support specialist within the classroom during new-hire service/sales training.
- Assisted associates in transition from UCSS into Sawgrass platform.
Education
Associate's Degree - business
Blue Ridge Community College
Martinsburg, West VirginiaSkills
- Teaching
- Adapting to different learning styles
- Managing staff
- Mentoring
- Guidance
- Improving performance
- Adapting to changing environments
- Relationship building
- Client focus
- Multi-tasking
- Self-motivation
- Teamwork
- Positive encouragement
- Proficiency in Microsoft Office
- Written communication
- Verbal communication
- Typing speed
- Data entry
- Knowledge of grammar
- Attention to detail
- Quick learning
- Leadership
- Administrative assistance
References
Available upon request
Timeline
Customer Service Professional
Prudential Financial
07.2024 - Current
Member Service Representative
Versant Health
02.2023 - 04.2024
Customer Specialist
Citigroup
09.2007 - 08.2022
Associate's Degree - business
Blue Ridge Community College