Terry Duarte

Labor work for The Dallas Morning News. Stacked newspaper bundles that are loaded onto the hopper, where a material distributor (ruffler or fluffer) separates them for further processing. Ability to work on your feet for an entire shift. Focus on the accuracy of feeding the hopper. Maintain clean and tidy area.

Production work that entailed receiving packaged cell phones for dismemberment. Inspecting product materials that were salvageable and refurbished for new sales. Inspections done at a high production rate with accuracy. Keeping utility area clean and following disposal company procedures depending on material type.

Customer Service Representative for Humana Insurance. Receive several types of calls thru out the entire shift. Verifying eligibility and benefits. Process change of addresses & PCP selections for members. Provider calls received for claims status and verifying if deductibles, coinsurance and Out of Pocket limits have been met. Maintained required metrics for meeting number of calls per day with little to no ACW (after call waiting) time. Focus and goal for the day is to achieve first call resolution. Attend weekly meetings with group and monthly with Supervisor. Attendance was above normal requirements. Investigate claims that were of difficult level and keeping the Member or Provider up to date. Self-goal is always asking member or provider, if there is anything else they need.

Position was for Capital One. Servicing the member for balance, credit, payments and loan issues. Unlock cards that were locked due to the number of passcodes entered. Request higher credit limits. Change of address and requesting new cards. Mailed out statements if member needed. Verify charges that member was not sure who merchant was. Goal is for first call solution with minimal difficulty and maintain number of calls per day.