Natalie Hankins
Fort Worth
Summary
Highly focused, detailed oriented professional, with 10+ years of experience in assisting customers, while meeting goals and deadlines. I am seeking a full-time position as a Support Specialist. I wish to find an organization where utilizing my research, processing, oral and written communication skills to benefit the establishment.
Overview
16
16
years of professional experience
Work History
Member Service Sr Rep
Lending Point
Dallas, TX
08.2022 - Current
- Manage customer cases via email and SMS, providing timely responses and effective resolutions
- Assist customers by phone with delinquent accounts, offering payment solutions and support
- Handle escalation calls, ensuring issues are resolved professionally and efficiently
- Provide feedback to colleagues on areas for improvement to enhance customer experience
- Support colleagues by recommending best-practice resolutions focused on the customers needs
Exceptions Representative
Mercedes Benz Financial Services/Aerotek
Fort Worth, TX
03.2021 - 04.2022
- Assist Account Holders and Insurance Companies with Insurance Claims
- Review and approve/deny Account Holders for SCRA Benefits
- Assist Family/Friends of deceased Account Holders with different options regarding retail/leased vehicles
- Respond to emails from various parties, regarding SCRA, Insurance Claims, Deceased Account Holders and internal request.
- Assist Accounting Team with request (cases) regarding accounts.
- Receiving inbound/outbound calls to and from Account Holders, Insurance Companies and Internal Departments.
Customer Support Specialist
FDS Inc
Fort Worth, TX
06.2019 - 12.2020
- Communicate with Pharmacies by phone, email and fax to assist with Payer set up
- Review Payer forms for accuracy and processing
- Communicate with multiple departments to resolve customers inquiries
- Assisting with special projects
- Answering inbound phone inquiries and assisting customers with questions
- Train new associates on programs and policies
Billing Coordinator
Benefits Direct
Kansas City, MO
09.2017 - 02.2018
- Billing and processing payments for several Insurance companies and groups
- Clearing Discrepancies with Carriers
- Providing reconciliations to Carriers
- Contact with group to update, add or make changes to policy
- Resolve invoicing issues within required time frames and posted on accounts
- Receivable reports
Billing/Collections/Customer Service Representative
Centrinex
Lenexa, KS
04.2010 - 07.2017
- Manage past due accounts for several companies
- Processing payments and refunds
- Handle and process billingdiscrepancies
- Underwriting for loan service
- Verify Bankruptcy accounts
- Train new employees on programs, policies and procedures
- Provide expert service by communicating information to customers and following up on promises
- Managing several phone lines
Education
High School Diploma - General Studies
Ruskin High School
Kansas City, MO05.2005
Skills
- Organizational Skills
- Training & Development
- Work Ethic
- Customer Service
- Problem Resolution
- Microsoft Office
- Friendly, Positive Attitude
- Reliable and Trustworthy
- Critical Thinking
Timeline
Member Service Sr Rep
Lending Point
08.2022 - Current
Exceptions Representative
Mercedes Benz Financial Services/Aerotek
03.2021 - 04.2022
Customer Support Specialist
FDS Inc
06.2019 - 12.2020
Billing Coordinator
Benefits Direct
09.2017 - 02.2018
Billing/Collections/Customer Service Representative
Centrinex
04.2010 - 07.2017
High School Diploma - General Studies
Ruskin High School