Towonda Wells
Rome,USA
Summary
Accomplished professional with a robust background in disability case management and banking, notably with New York Life Insurance Co. Excelled in policy analysis and client relationship building, enhancing customer satisfaction and operational efficiency. Demonstrated exceptional analytical skills and cultural sensitivity, achieving significant improvements in case resolution times and client retention.
Overview
27
27
years of professional experience
Work History
Long-Term Disability Case Manager
New York Life Insurance Co
Pittsburg, PA
01.2022 - Current
- Communicated with claimants, doctors, nurses, employers, and attorneys to gather relevant information and make informed decisions on LTD claims.
- Rendered decisions on LTD claims by accurately gathering and analyzing information according to policy provisions.
- Answered daily telephone inquiries from claimants, providing timely and accurate information regarding their LTD claims.
Long Term Disability Claims Specialist
MetLife Insurance company
Oriskany, New York
08.2013 - Current
- Provide timely and accurate communication, information gathering, and rendering decisions on Long-term Disability (LTD) claims according to provisions of LTD certificates
- Communicate with a variety of constituents (claimants, doctors, nurses, employers, and attorneys) to gather information relevant to rendering decisions based on the provisions of the policy
- Answer telephone inquiries from claimants on a daily basis to provide them accurate information on their claim
Personal Banker
Key Bank
Barneveld, NY
01.2019 - 01.2022
- Examined checks for endorsements to verify legality of documents.
- Assisted and advised customers on using online and mobile banking systems.
- Maintained and built strong client relationships through quality, personalized interactions.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Used customer information to tailor recommendations to promote cashier's checks, travelers' checks and savings bonds.
Family Resource Coordinator
Family Nurturing Center, a Division of Kids Oneida INC.
Utica, New York
05.2012 - 05.2013
- Set up Court ordered Supervised Visitation between custodial parents and non-custodial parents
- Completed paperwork as needed as well as any phone calls that needed to be made to ensure that the process was handled diligently and efficiently
- Set up and facilitated Family group conferences for Families who chose to meditate amongst each other in regards to custody or any conflicts that arose in the family, in order to keep families together, and children out of the foster care system
Family Support Worker
Family Nurturing Center, a Division of Kids Oneida INC.
Utica, New York
05.2009 - 05.2012
- Through strengths-based home visits, engage families and develop relationships
- Introduce and lead parent-child activities that support healthy attachment and foster optimal child development
- Provide daily support and crisis management skills to families, as well as education and provide information about child and Family development
- Partner with families to create a plan with attainable goals to enhance both parent and child well-being
- Worked collaboratively with community resources and advocate for families when necessary
Personal Banker
Bank of America
Utica, New York
10.2005 - 01.2009
- Establish, retain, and deepen relationships with banking center customers and potential customers to achieve sales goals and provide quality customer service
- Open deposit accounts, take loan applications, respond to customer inquiries, resolve issues, recognize and refer cross-sell opportunities
- Promote the value of the products and services
- Develop and deepen relationships with customers
- Plan and monitor daily sales activities
- Support other sales associates as needed
Customer Solutions
Bank of America
Utica, New York
11.2002 - 09.2005
- Responsibilities include but not limited to resolving customer problems and concerns regarding all consumer products
- Assist calls from customers, Banking Centers, and other business partners
- Research and solve customer problems too complex to be handled at the banking center utilizing the Service Request System, Vector and the Boss System
- Act as a liaison between the customer and back office partners to insure a delightful experience for each caller
Visa Charge-Back Representative
Municipal Credit Union
New York, New York
11.1999 - 10.2002
- Handled customer fraudulent disputes on a daily basis
- Direct contact with merchants on a regular basis to resolve discrepancies prior to legal actions
- Provided personalized service (telephone and/or written responses)
- Answered customer service calls and adjusted member’s accounts accordingly
- Assisted supervisor with department workload as necessary
- Supported absent personnel to balance daily workflow
- Created monthly reports utilizing MS Excel, Word and WordPerfect
Guest Service Agent
Wyndham Hotel
Queens, NY
05.1998 - 11.1999
- Responsible for training new employees, handle guest request and complaints
- Booked and confirmed reservations managed the front desk, welcome guests, telephone operations, customer support for daily hotel operations and conducted daily hotel comparison rates
- Create daily, weekly and monthly reports
Education
Bachelor of Business Administration - Organizational Leadership
Southern New Hampshire University
Hooksett, NH10-2023
Skills
- Microsoft Office Package
- Disability knowledge
- Policy Analysis Expertise
- Risk management
- Time management abilities
- Administrative management
- Client needs assessments
- Analytical skills
- Multitasking capacity
- Cultural sensitivity
- Insurance expertise
- Strong organization
Languages
Spanish
Professional
References
References available upon request.
Timeline
Long-Term Disability Case Manager
New York Life Insurance Co
01.2022 - Current
Personal Banker
Key Bank
01.2019 - 01.2022
Long Term Disability Claims Specialist
MetLife Insurance company
08.2013 - Current
Family Resource Coordinator
Family Nurturing Center, a Division of Kids Oneida INC.
05.2012 - 05.2013
Family Support Worker
Family Nurturing Center, a Division of Kids Oneida INC.
05.2009 - 05.2012
Personal Banker
Bank of America
10.2005 - 01.2009
Customer Solutions
Bank of America
11.2002 - 09.2005
Visa Charge-Back Representative
Municipal Credit Union
11.1999 - 10.2002
Guest Service Agent
Wyndham Hotel
05.1998 - 11.1999
Bachelor of Business Administration - Organizational Leadership
Southern New Hampshire University
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