Savannah Alfonso
Apex
Summary
Customer-focused insurance and operations professional with 15+ years of experience in customer advocacy, claims support, administrative operations, and problem-solving within fast-paced environments. Currently serving as a Customer Service Advocate at MetLife, supporting STD, LTD, FMLA, and ADA-related inquiries through claims intake, active claims servicing, and benefit navigation while maintaining a 96% Quality Assurance average and strong customer satisfaction metrics.
Experienced in managing high-volume workloads, navigating multiple systems simultaneously, documenting sensitive claim information, and resolving complex customer concerns through empathy, critical thinking, and effective communication. Recognized for adaptability and leadership through participation in BPR Lighting rollout initiatives, pre-pilot testing, and peer coaching for AI-supported customer service technologies.
Seeking to leverage strong analytical, organizational, and customer advocacy skills in a disability claims role supporting positive claimant outcomes and operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
MetLife Insurance Company
09.2024 - Current
- Excellent verbal and written communication, active listening and empathy, conflict resolution and de-escalation, customer relationship management, multichannel support (phone, email, fax)
- Proficiency with CRM systems (Salesforce), insurance products/software, data entry/account management, policy/claims processing, Microsoft Office Suite, navigating complex policy information, root cause analysis, managing case queues effectively, meeting call volume and quality metrics, remote customer support, HIPAA compliance awareness
- Managed multiple company specific accounts and routinely helped policy holders navigate their benefits and successfully resolve their inquiries
- Managed over 45 calls and claims per day
- Reducing Average Call Handle Time by 150% over the past 6 months
Deli Clerk
Harris Teeter
08.2023 - 08.2024
- Friendly and professional customer interaction, handling special requests and custom orders, resolving customer concern s quickly and politely, upselling & promoting specials
- Maintaining cleanliness and sanitation standards per FDA & USDA, safe handling of deli equipment, stocking and rotating inventory, operating POS systems, maintaining logs of supply vs. demand and managing department supply orders, communicating product knowledge to customers, multitasking in a fast-paced environment
Office Administration
J. Bruce Truck Lines Inc.
12.2022 - 07.2023
- In this position I managed all of the company's invoices, serving as a liaison between the company and their broker accounts and customers, served as dispatch to the drivers, arranged and managed driver's scheduled and delivery routes, provided quotes, answering multiple phone lines, generated documents, managed our incoming and outbound emails, developed efficient filing systems, order supplies, maintained company calendars, coordinated project deliverables.
- Gained skills and efficiency in Logistics Operations Management and supply chain systems
- My job progressed from part-time Office Dispatch, to full time Dispatch to full time Office Manager.
- This company is an Air Freight and Logistics company.
- Maintained 100% of inbound and outbound emails and internal route building for drivers
Part-Time Serving/ Wait-Staff
Japan Inn
03.2015 - 08.2022
- Through my time at East Carolina University, I maintained my own finances and supported myself through part-time and full-time work at a Japanese sushi and hibachi restaurant, Japan Inn. I also worked at Buffalo Wild Wings as a full-time server.
- I have worked at both locations on and off throughout my 10+ years in the Greenville area and have been offered a standing position at any time I am in need of extra work due to good performance on the job.
- My jobs progressed from hostess to wait staff then to head bartender at Japan Inn location.
Middel Grades Teacher
Pitt County School System
12.2018 - 11.2021
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Fostered a collaborative classroom environment to enhance student participation and teamwork.
- Developed and implemented engaging lesson plans aligned with curriculum standards.
- Increased 8th grade science test scores by 80%
Education
Central Sterile Processing Technician - Central Sterile Processing Technician
Wake Technical Community College
Raleigh12.2022
Bachelor of Science - Middle School Education – Mathematics & Science
East Carolina University
Greenville, NC12.2017
High School Diploma -
Cary Senior High School
Cary06.2012
Skills
- Decision making, critical thinking, organizing and planning Excellent verbal communication direct to parent and student Ability to listen Self-motivation Initiative, with a high level of energy Flexibility Patient Tolerant Able to build confidence, inspire, and comfort Stress and time-management ability Attention to detail Ability to multitask Basic math Clear verbal communication Conflict resolution Customer service experience Use of point-of-sale systems Positive attitude Problem-solving skills Sterile Processing Decontamination Infection control Knowledge and prevention of Blood-borne pathogens Central Sterile Services Patient Care Assembly line knowledge Disinfectant Innovation Collaboration Medical terminology Documentation CPR Certified Strong verbal and written skills Management of scheduling, accounts receivable/collections, scheduling, multiple phone lines, and supply orders Proficient in generating documents and mailers, Microsoft Excel, Microsoft Office, Microsoft Calendars, Microsoft Word, PowerPoint, Google Docs, Salesforce, Avaya & Genesys Phone Systems
- Administrative support
- Data entry
- Complaint resolution
- Account management
- Staff education and training
- Claims analysis
- Policy interpretation
- Investigation techniques
- MS office suite
- Quality assurance
- Disability claims process
Accomplishments
- Selected as an Insight Lightning Pre-Pilot Tester to support AI system rollout initiatives, provide operational feedback, and assist with workflow improvement efforts
- Served as a BPR Champion and Nesting Job Coach , providing peer guidance, onboarding support, and workflow assistance for new and transitioning agents
- Conducted Quality Assurance (QA) assessments to support service quality, process consistency, and customer experience standards
- Participated in live call listening initiatives, allowing new hires to shadow customer interactions and learn effective customer service, communication, and claims-support techniques
- Recognized for strong customer interaction quality, adaptability, and ability to support evolving technologies and operational changes
Timeline
Customer Service Advocate
MetLife Insurance Company
09.2024 - Current
Deli Clerk
Harris Teeter
08.2023 - 08.2024
Office Administration
J. Bruce Truck Lines Inc.
12.2022 - 07.2023
Middel Grades Teacher
Pitt County School System
12.2018 - 11.2021
Part-Time Serving/ Wait-Staff
Japan Inn
03.2015 - 08.2022
Central Sterile Processing Technician - Central Sterile Processing Technician
Wake Technical Community College
Bachelor of Science - Middle School Education – Mathematics & Science
East Carolina University
High School Diploma -
Cary Senior High School