Sherry Touaboy
Houston,Tx
Summary
Several years of inbound call center and customer service. My most recent experience is a customer service agent for a major insurance company. Experienced in working with 5-7 programs at any given time and continue to focus on one call resolution. I enjoy being in a high volume call position becaue I love helping people, I have been working remotely for the last 6 years with a home office set up to protect my customer information and privacy.
Overview
14
14
years of professional experience
Work History
Insurance Customer Service Specialist
VSP
11.2021 - Current
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Made contact with insurance carriers to discuss policies and individual patient benefits. Cigna, Metlife, BCBS United Healthcare, Molina, Humana
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Communicated verification and authorization status updates with our claim department to facilitate decision-making for patient admissions and insurance coverage.
Mortgage/Bankruptcy Specialist
Capital One N.A
01.2017 - 12.2018
- Researched and resolved escalated customer complaints and followed up with a timely resolution
- Assisted borrowers with all aspects of their home loans including but not limited to payments, modifications, foreclosure, taxes and insurance
- Researched and resolved escalated customer complaints and complex account issues.
Appraisal Coordinator
PCV
01.2019 - Current
- I facilitated the daily work flow of appraisers throughout the United States Reviewed all appraisals that came in to verify and support the data that was submitted and requested corrections if needed Worked closely with loan officers, listing agents, realtors and all major banks to ensure the appraisal was completed n a time manner.
Customer Service Representative
Bank of America
09.2010 - 10.2013
- Worked with HUD to assist homeowner with reverse mortgages
- Set up payment plans
- Researched county records inquiring about delinquent taxes
- Researched mortgage guidelines paying close attention to government programs such as HUD and Fannie Mae
- Inbound/Outbound call center, working with major banks
- Set up all bank applications, including stop payments on bulk checks
- Managed a pipeline of about 400 clients (large corporate and commercial
- Followed up on all escalations and complaints from bank CEO's, CFO's and all primary contacts.
Mortgage Specialist
Bank of America
- Managed appraisals for REO, short sales and BPO pipeline to insure they are completed in a timely manner
- Provided accurate and appropriate information in response to customer inquiries
- Fulfilled appraisal orders, releases, holds and fees
- Maintained up-to-date records at all times.
Education
High School Diploma -
Bradley High School
Bradley Arkansas05.1991
Skills
- Adapt to change easily and quickly Active listening and love to engage
- Critical thinking and decision making Complex problem solving
- Able to relate and show empathy Decision maker
Timeline
Insurance Customer Service Specialist
VSP
11.2021 - Current
Appraisal Coordinator
PCV
01.2019 - Current
Mortgage/Bankruptcy Specialist
Capital One N.A
01.2017 - 12.2018
Customer Service Representative
Bank of America
09.2010 - 10.2013
Mortgage Specialist
Bank of America
High School Diploma -
Bradley High School
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