Tatyana Bray
Fort Worth
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Seasoned Benefits Representative with background in managing employee benefits programs. Strengths include understanding of complex benefits administration systems, adept at explaining details to employees and handling benefit-related queries effectively. Impacted previous work environments by ensuring smooth operation of benefits programs, thereby increasing employee satisfaction and retention.
Overview
7
7
years of professional experience
Work History
Benefits Rep
Cornerstone Staffing (Aetna)
Texas
09.2021 - 02.2026
- Assisted clients with benefits enrollment and eligibility inquiries.
- Educated employees on various benefit options and policies.
- Processed benefits claims and resolved issues promptly.
- Collaborated with insurance providers to ensure accurate information dissemination.
- Maintained comprehensive knowledge of benefits regulations and compliance standards.
Customer Care Rep
AAA
Dallas
07.2019 - 08.2021
- Assisted customers with membership benefits and services effectively.
- Collaborated with team members to resolve complex customer issues.
- Maintained detailed records of customer interactions in the system.
- Educated customers on travel planning tools and resources available.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Processed customer account changes with proprietary software.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
Education
High School Diploma -
Dunbar High School
Fort Worth, TXSkills
- Insurance verification
- Patient confidentiality
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Customer service
- Phone and email etiquette
- Data management
- Benefits enrollment
- Benefits education
- Customer care
- Team collaboration
- Conflict resolution
- Problem solving
- Effective communication
- Attention to detail
- Ethical standards
- Time management
Timeline
Benefits Rep
Cornerstone Staffing (Aetna)
09.2021 - 02.2026
Customer Care Rep
AAA
07.2019 - 08.2021
High School Diploma -
Dunbar High School