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Tamika N. Virgil
Chicago,IL
Summary
Dedicated and results-oriented Customer Service Representative with over 10 years of experience in diverse, fast-paced environments. Proven track record of maintaining exceptional customer satisfaction through efficient appointment coordination and clear communication with patients, providers, and customers. Renowned for meticulous attention to detail and a talent for swiftly resolving complex issues. Versatile and adaptable, with a strong work ethic and a genuine passion for delivering outstanding service. Ready to leverage expertise in a customer-facing role to drive organizational success with professionalism and integrity.
Overview
2024
2024
years of professional experience
Work History
Customer Support Specialist
Phiagroup
2024 - 2025
- Managed subrogation claims process, ensuring compliance with legal requirements and organizational policies.
- Reviewed and analyzed claim documentation for accuracy and completeness, identifying discrepancies for resolution.
- Communicated effectively with clients, insurers, and legal representatives to facilitate timely claim settlements.
- Strategically prioritized workload based on claim complexity, potential recovery amounts, statute limitations, and other factors critical to achieving successful outcomes.
- Demonstrated professionalism when handling sensitive information during conversations with various stakeholders, ensuring confidentiality and adherence to privacy guidelines.
Member Service Representative II
Medica
01.2023 - 01.2024
- Explained benefits to plan participants in easy-to-understand terms to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Answered calls to offer office information, answer questions, and direct calls to staff.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Updated patient records with accurate, current insurance policy information.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
Human Resources Benefits Coordinator (Contract)
FlexPro
01.2022 - 01.2023
- Maintained accurate member eligibility status in our database.
- Collaborated with clients and partners to verify insurance coverage for all members.
- Resolved eligibility inquiries and communicated outcomes to other departments while keeping to established timelines.
- Reviewed and corrected eligibility data in our records, ensuring accuracy.
- Resolved pending member registrations.
- Reconciled reports and maintained eligibility status records.
- Processed enrollments quickly and accurately.
- Reviewed monthly payroll deductions.
- Resolved employee issues with benefits administrators and insurance providers.
- Assisted the employees in enrolling in dental, vision, and medical insurance plans.
- Provided new hires with explanations of benefits and instructed them on enrollment and fulfillment procedures.
- Performed extensive data entry.
- Maintained knowledge of industry standards for insurance verification.
- Understood and adhered to HIPAA policies, procedures, and regulations, maintaining strict confidentiality.
- Participated in special projects and provided ad hoc analytical eligibility support as needed.
- Met quality and performance standards for all eligibility projects.
- Provided ongoing support for the HR and benefits teams.
Senior Benefits Coordinator
Wespath Benefits and Investments
01.2021 - 01.2022
- Processed enrollments accurately and expeditiously.
- Compiled reports and processed benefit adjustments, as well as COLA increase.
- Reviewed monthly payroll deductions, processed payments, and deductions.
- Ensured firm’s benefit policies complied with set laws and regulations.
- Trained new hire classes in benefits.
- Liaised with distribution team to resolve payment issues.
- Designated to consult with employees on eligibility, pertinent issues, as well as administrative changes, informing employees of the nature of benefits plans, in addition to changes that could be implemented to the benefits structure.
Team Lead
Lifeworks (Formerly Morneau Shepell)
01.2018 - 01.2021
- Played the role of Internal Benefits Advisor for participants.
- Enlightened participants on life, vision, dental, pension, as well as disability benefits.
- Ensured repeat callers, escalations, and callbacks were promptly and thoroughly resolved.
- Designated to manage calls on high-volume days, obtaining service levels.
- Screened potential candidates for the team and steered multi-site open enrollment processes for multiple clients.
- Ensured data and information were accurate, in addition to resolving discrepancies.
- Monitored team metrics and quality while ensuring case management accuracy.
- Assisted with benefits integrations for mergers and acquisitions.
- Enhanced quality outcomes by developing a strong rapport with the administration team, ensuring knowledge base remained current and accurate.
- Turned around culture, creating an employee-friendly and high-performing department by organizing and facilitating employees' training, coaching, and development.
- Pioneered transformational initiatives to analyze benefit summary plan descriptions, regulations, and calculations for defined benefits.
Participant Service Representative
Mercer Human Resources
01.2016 - 01.2018
- Answered questions on defined benefit plans and conducted research, processed customer requests, and provided documentation.
- Coordinated and responded to inbound and outbound participant calls.
- Delivered exceptional client servicing, resulting in improved customer satisfaction.
- Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-cultural teams.
- Aligned the organization for growth by retaining existing business, acting as a resource, and developing relationships with internal and external customers.
Benefits Specialist
Randstad/Aon Hewitt
01.2015 - 01.2016
- Evaluated plan design and cost relative to various measures/benchmarks and reported findings to clients.
- Collated data and entered summary spreadsheets, analyzed data/information, and created reports and charts.
- Set up data analysis tools and participated in vendor management, including carrier follow-up.
- Played an instrumental role in client reports and deliverables, including Request for Proposals (RFP).
Annuity Claims Representative
Kelly Services/Allstate
01.2014 - 01.2015
- Obtained information regarding the death of an owner/annuitant via telephone and processed claims accordingly.
- Addressed inquiries from beneficiaries, contract holders, financial advisors, and other interested parties.
Education
Bible/Biblical Studies
Grand Canyon University
Phoenix, AZ01.2016
Skills
- Accurate insurance coverage assessment
- Knowledge of benefit regulations
- Negotiation of collective agreements
- Retirement plan administration
- Quality assurance oversight
- Incentive program development
- Strategic planning
- Affirmative action policy adherence
- Insurance and retirement solutions
- Agreement facilitation skills
- Client engagement strategies
- Database management
- Customer engagement
- Customer relationship management (CRM)
- Complaint handling
- Problem-solving
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
" It's not work when you love what you do! Having compassion and empathy is LOVE. "
Tamika N. Virgil
Accomplishments
- Supervised team of 30-35 staff members.
- Documented and resolved participants which led to one call resolutions.
- Resolved escalations.
- Achieved AHT by completing calls with accuracy and efficiency.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Achieved team success through effectively helping with coaching's and one on ones.
- Achieved call accuracy by introducing new processes and procedures for support with call tasks.
Interests
Art
Aquariums
Cooking
Butterflies
Timeline
Member Service Representative II
Medica
01.2023 - 01.2024
Human Resources Benefits Coordinator (Contract)
FlexPro
01.2022 - 01.2023
Senior Benefits Coordinator
Wespath Benefits and Investments
01.2021 - 01.2022
Team Lead
Lifeworks (Formerly Morneau Shepell)
01.2018 - 01.2021
Participant Service Representative
Mercer Human Resources
01.2016 - 01.2018
Benefits Specialist
Randstad/Aon Hewitt
01.2015 - 01.2016
Annuity Claims Representative
Kelly Services/Allstate
01.2014 - 01.2015
Customer Support Specialist
Phiagroup
2024 - 2025
Bible/Biblical Studies
Grand Canyon University
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