Microsoft Office
Michelle Marquez
Business Operations Analyst
Bartow,FL
Summary
Motivated professional with strong customer service and problem resolution skills, adept at handling sensitive interactions with empathy and professionalism. Proven ability to prioritize workloads, document interactions accurately, and maintain compliance with regulations. Seeking a Business Operations Analyst role to leverage expertise in customer relations, CRM systems, and call center operations to drive business efficiency and support organizational goals.
Overview
10
10
years of professional experience
2015
2015
years of post-secondary education
1
1
Certificate
1
1
Language
Work History
Sales & Service Center Representative
New York Life Insurance Company
07.2022 - Current
- Respond promptly to customer inquiries regarding life insurance products via phone utilizing Cisco Jabber and Cisco Finesse
- Resolve product or service issues efficiently while maintaining a positive customer experience
- Educate customers on product features, services, and account options
- Maintain accurate records of customer interactions in the CRM system utilizing DOS based software, Phoenix, and FINEOS
- Serve as the first point of contact for life insurance claim inquiries via phone and online platforms
- Guide beneficiaries and family members through the claim filing process with sensitivity and professionalism
- Explain required documentation, claim timelines, and policy terms in a clear and empathetic manner
- Verify personal and policyholder information to initiate and track claims in the system
- Collaborate with claims adjusters, underwriters, and legal teams to ensure claims are processed accurately and timely.
- Escalate complex or suspicious claims to the appropriate department for further review
- Maintain detailed records of customer interactions and claim updates using CRM and claims management tools
- Ensure compliance with company policies, HIPAA, and state/federal insurance regulations
- Support a seamless and respectful customer journey during emotionally sensitive interactions
Customer Service Specialist
Tidal Basin Group Inc.
11.2021 - 04.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Improved customer service wait times to mitigate complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
Clinical Liaison
Lakeland Regional Health
01.2021 - 04.2021
- Collected data about patient care problems and reported it to appropriate departments.
- Scheduled patient appointment and procedures with Allscripts.
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Provided excellent service and attention to customers through phone conversations.
Intermittent Technical Assistant
State of New Jersey
02.2018 - 01.2021
- Daily review of business and individual tax accounts to determine underpayments and to ensure compliance, accuracy, and integrity applicable with New Jersey State tax statutes and regulations.
- Research errors and list corrections of rejected items on tax returns.
- Prepare and issue assessments for any underpayment of tax penalty or interest due.
- Assist and educate the public on tax compliance and form completion via the telephone.
- Prepare statistical, work production, and collection reports via Microsoft Excel.
- Determine entitlement and authorize payments.
- Reviewed various individual and business tax documents and assessed records for inconsistencies.
- Verified assets and liabilities by comparing items to IRS documentation.
Project Specialist of Office Operations
Rowan University
03.2015 - 10.2017
- Greeted visitors courteously, determined needs, and directed them to proper person
- Received and routed telephone calls and recorded messages.
- Daily processed and reviewed approximately 50-60 student financial aid documents for accuracy and integrity.
- Arranged and conducted travel planning for a staff of 10 senior level financial aid officers on a monthly basis.
- Identified and resolved customer concerns in accordance with laws, regulations, and policies of FERPA, state, district and college guidelines, policies and procedures Prepared monthly reports via Microsoft Excel and Access programs regarding outstanding financial aid deadlines and enrollment.
- Explained and discussed laws, regulations, and policies for Title IV financial aid to students, parents, and faculty.
- Prepared and disbursed correspondence to over 13,000 students conveying information concerning the regulations and procedures of the department.
- Maintained Excel spreadsheets of assignments as a tracking system for work flow and production on a weekly basis.
- Contacted financial aid applicants via telephone and email to verify information and resolve situations or complaints.
- Reviewed compliance regulations and procedures.
Administrative Assistant
Rowan University
01.2015 - 03.2015
- Collected and prepared administrative data for weekly, monthly, and fiscal year budget reports for 2.1 MM in procurement for department operations.
- Coordinated fiscal procedures within the organizational unit including budget implementation and control of grants and funds.
- Liaison with other departments within the college to provide data processing, accounting, purchasing, printing assistance, and student worker personnel of over 30 students.
- Procured items awarded through formal advertising and/or through use of negotiation techniques.
- Reviewed requisitions to determine that proper specifications or purchase descriptions are included in solicitation documents.
- Reviewed solicitations and amendments for adequacy and completeness.
- Monitored vendor performance for compliance with terms and conditions of the award.
- Processed inventory transactions related to disposals, material loans, material testing, and reverse engineering requests in support to periods of peak workloads.
- Ensured shipment issues and confirmations from the distribution locations are posted in a timely manner in order to maintain the integrity of inventory record balances.
Education
Bachelor of Science - Sociology
Rowan University
Glassboro, NJSkills
Accounting
Certification
FL Resident Insurance License
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
- Data Organization - Classified, recorded and summarized numerical and financial data to compile and keep financial records.
- Client Interface - Worked in close collaboration with clients, providing accounting, payroll and taxation advice.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Software
Cisco
Cisco Finesse
CRM
DOS
Cisco Jabber
Adobe Acrobat Reader
MS Teams
MS One Note
MS White Board
MS Outlook
Micro Focus Rumba
Quickbooks
FINEOS Admin Suite
Verint
Languages
Spanish
Native or Bilingual
Interests
Gardening
Studying History
Reading books
Timeline
FL Resident Insurance License
10-2022
Sales & Service Center Representative
New York Life Insurance Company
07.2022 - Current
Customer Service Specialist
Tidal Basin Group Inc.
11.2021 - 04.2022
Clinical Liaison
Lakeland Regional Health
01.2021 - 04.2021
Intermittent Technical Assistant
State of New Jersey
02.2018 - 01.2021
Project Specialist of Office Operations
Rowan University
03.2015 - 10.2017
Administrative Assistant
Rowan University
01.2015 - 03.2015
Bachelor of Science - Sociology
Rowan University
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