Regena Howard

• Administered pension plan compliance and regulatory reporting requirements for multi-employer plans.
• Evaluated participant eligibility and determined benefit calculations for retirement distributions.
• Analyzed pension plan data to identify discrepancies and recommend corrective actions.
• Collaborated with legal and financial teams to interpret complex regulations affecting pension plans.
  • Verify eligibility, service credits, and contribution data for compliance with plan rules.
  • Respond to employee and retiree pension inquiries with clear guidance and documentation.
  • Maintain accurate pension records and update HRIS and pension systems.
  • Coordinate with payroll, HR, and third‑party administrators to resolve discrepancies.
  • Prepare pension estimates, statements, and routine reports.
  • Support audits, reconciliations, and regulatory compliance requirements.
  • Assist with plan updates, communication materials, and process improvements.
  

• Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
• Managed account escalations by collaborating with cross-functional teams to ensure timely resolutions.
• Trained new team members on company policies and system tools, fostering a knowledgeable workforce.
• Developed and implemented improved processes for handling service requests, increasing operational efficiency.
• Assisted customers with account inquiries, product information, and transaction processing, ensuring a positive and efficient banking experience
• Identified customer needs and recommended appropriate banking products and services, contributing to branch sales goals
• Resolved customer complaints and issues promptly, escalating complex cases to management when necessary
• Verified customer identification and documentation to comply with KYC (Know Your Customer) and anti-money laundering regulations
• Educated customers on digital banking tools, mobile apps, and online account management to improve service adoption
• Maintained confidentiality of customer information in compliance with data protection and privacy laws
• Processed an average of 75+ customer transactions daily with 99% accuracy
• Achieved a 95% customer satisfaction rating through prompt and courteous service

• Coordinated warranty claims process, ensuring compliance with company policies and industry standards.
• Managed communication between customers and service teams to resolve warranty-related issues efficiently.
• Developed and implemented tracking systems for warranty claims to improve accuracy and response times.
• Analyzed warranty data trends to identify areas for process enhancement and cost reduction opportunities.
• Manage and process warranty claims from initiation to resolution, ensuring compliance with manufacturer guidelines and company policies
• Verify claim eligibility by reviewing service reports, product serial numbers, and purchase documentation
• Coordinate with service technicians, vendors, and customers to gather required documentation and expedite claim approvals
• Track and monitor claim status in warranty management systems, ensuring timely follow-up and closure
• Negotiate with suppliers and manufacturers to secure favorable warranty terms, parts replacements, or reimbursements
• Maintain accurate warranty records and generate reports for management on claim trends, costs, and resolution times
• Analyze recurring product issues and collaborate with quality assurance teams to recommend process or product improvements
• Ensure compliance with legal, contractual, and safety requirements related to warranty processing

• Managed member inquiries, providing accurate information on healthcare plans and services.
• Collaborated with cross-functional teams to enhance customer support processes and improve service delivery.
• Trained new agents on system navigation and effective communication strategies for member engagement.
• Analyzed claims data to identify trends, informing process improvements and reducing resolution times.
• Helped 200+ clients annually select optimal health coverage, resulting in a 92% satisfaction rate
• Guided clients through the application and enrollment process for health, dental, vision, and supplemental insurance plans

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Prepare and maintain detailed pension records, ensuring data integrity in HRIS and related pension systems.

• Conducted in-depth consultations with individuals, families, and businesses to assess healthcare coverage needs and recommend suitable insurance plans.
• Provided ongoing support to policyholders, addressing claims issues, billing inquiries, and coverage changes.