Tanya Lego
Houston,TX
Summary
Dynamic professional with expertise in records management and customer service, honed at US Legal Support and ATT Sales and Service. Proven track record in enhancing operational efficiency through creative problem-solving and multitasking. Skilled in HIPAA compliance, billing, and document management, driving a 20% increase in process efficiency. Adept at collaborating with teams to achieve strategic goals.
Overview
2027
2027
years of professional experience
Work History
Records Retrieval Specialist
US Legal Support - Litigation Resource Services
- Coordinated retrieval of legal documents to support litigation processes.
- Managed and maintained accurate records in compliance with legal standards.
- Utilized electronic document management systems for efficient data retrieval.
- Collaborated with attorneys to understand specific record requests and requirements.
Claims Representative
Interactive Response Technology
- Processed incoming donations, ensuring accurate tracking and inventory management
- Assisted in organizing donation drives, enhancing community engagement and outreach
- Coordinated with volunteers to optimize donation sorting and distribution efforts
- Developed training materials for new staff on donation handling procedures
Customer Service Representative
Servicelink/Loancare
06.2021 - 04.2026
- Assisted customers with mortgage inquiries, providing accurate information and guidance throughout the application process.
- Resolved customer issues promptly, enhancing overall satisfaction and fostering positive relationships with clients.
- Utilized CRM systems to track interactions, manage follow-ups, and maintain accurate customer records.
- Implemented feedback mechanisms to identify areas for service improvement and enhance operational efficiency.
- Trained new staff on company procedures and best practices for handling customer interactions in a professional manner.
- Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
- Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
- Assisted clients in navigating online platforms for easy access to account information.
- Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
Donation Specialist
Charitable Resource Group
Houston, TX
09.2017 - 06.2021
- Enhanced donor experience by providing efficient, friendly service during the donation process.
- Provided exceptional customer service to address donor concerns or questions promptly and professionally.
- Processed donations accurately, ensuring donor preferences were respected and acknowledged appropriately.
- Streamlined the donation process with clear communication and thorough explanation of procedures.
- Increased donor retention through personalized follow-up communications and acknowledgment letters.
- Created and implemented fundraising plans to encourage donations and distribute funding.
ATT Sales and Services Representative/Claims Repre
Interactive Response Technology
Houston, TX
09.2009 - 06.2018
- Processed claims efficiently, ensuring compliance with company policies and industry regulations.
- Communicated effectively with clients to gather information and provide updates on claim status.
- Collaborated with team members to streamline claims processing workflows and enhance accuracy.
- Assisted in training new representatives on claims procedures and software systems.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.
- Maintained detailed records of customer interactions for quality assurance purposes.
- Trained new staff on company protocols and customer service best practices.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Accepted payments and updated accounts with latest information.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Increased efficiency and team productivity by promoting operational best practices.
Education
No Degree - Psychology
Lamar State College
Port Arthur, TXSkills
HIPAA compliance
Adobe acrobat
Software knowledge
Document scanning
Document management
Medical records management
Document analysis
Records management
Phone answering
Computer operations
Problem-solving abilities
Multitasking
Multitasking Abilities
Active listening
Creative problem solving
Microsoft office
File/records maintenance
Documentation and recordkeeping
Data entry
Office support
Timeline
Customer Service Representative
Servicelink/Loancare
06.2021 - 04.2026
Donation Specialist
Charitable Resource Group
09.2017 - 06.2021
ATT Sales and Services Representative/Claims Repre
Interactive Response Technology
09.2009 - 06.2018
Records Retrieval Specialist
US Legal Support - Litigation Resource Services
Claims Representative
Interactive Response Technology
No Degree - Psychology
Lamar State College