PENELOPE EBANKS
Slidell
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
CSR
Cigna Healthcare
Remote - Temporary Contract
04.2025 - 12.2025
- Resolved customer inquiries efficiently through multiple communication channels, enhancing satisfaction levels.
- Provided healthcare application information, guiding customers to informed decisions and solutions.
- Collaborated with team members to streamline service processes, improving response times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
CSR
WTW Extended Healthcare
Remote - Temporary Contract
09.2024 - 04.2025
- Ensured applicants completed their enrollment for healthcare insurance through various carriers.
- Utilized automated systems to log and retrieve call information regarding their healthcare account.
- Documented all customer interactions into the system accurately and completely.
- Developed strong customer relationships and loyalty through effective communication.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints regarding healthcare plans and reimbursement account.
- Navigated multiple computer systems and applications and utilized search tools to find information.
- Assisted customers in navigating through various web pages on the company's website during their enrollment process, adding a new expense for reimbursement, and to review their HRA account.
- Remote
Loan Processor-CSR
Lendistry - Small Business Loan Company
Remote - Temporary Contract
02.2021 - 11.2024
- Processed loan applications, including verifying customer information, preparing documents, and ordering third-party services.
- Developed excellent organizational skills to manage multiple tasks simultaneously while meeting tight deadlines.
- Successfully maintained a high level of accuracy in processing loan documents and ensuring compliance with all state, federal, and agency guidelines.
- Worked closely with underwriters to resolve any outstanding conditions or issues related to a loan file.
- Collaborated closely with underwriting and sales to obtain loan approval.
- Performed quality control checks on all completed loan files prior to submission for underwriting approval.
- Collected required documentation from applicants and followed up on missing items.
- Reviewed and verified submitted loan applications for completeness and accuracy for loan execution.
- Displayed excellent attention to detail when verifying accuracy of borrower's personal information entered into the system.
- Obtained and compiled copies of loan applicants' credit histories, corporate financial statements, and other financial information.
- Matched individuals' needs and eligibility with available financial aid programs to provide informed recommendations.
- Remote
Education
Medical Coding And Billing Professional - Healthcare
MedCerts
Online10-2026
Skills
- Customer focus
- CRM software
- Conflict resolution
- Organizational
- Active listening
- Technical support
- Client relations
- Customer satisfaction measurement
- Quality control
- Documentation
- Assertiveness
- Account management
- Critical thinking
- Administrative support
- Appointment scheduling
LANGUAGES
Spanish
Bilingual
Timeline
CSR
Cigna Healthcare
04.2025 - 12.2025
CSR
WTW Extended Healthcare
09.2024 - 04.2025
Loan Processor-CSR
Lendistry - Small Business Loan Company
02.2021 - 11.2024
Medical Coding And Billing Professional - Healthcare
MedCerts