Trina White
Virginia Beach,VA
Summary
Enthusiastic Professional eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of tasks. Motivated to learn, grow and excel. Seeking a position and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Claim Support Representative
DOMA Technologies
04.2023 - Current
- Conducted thorough research on each case as needed, gathering necessary evidence to support or refute a claimant's position effectively.
- Reduced claim-processing time with accurate data entry and thorough review of relevant information.
- Assisted in training new Claims Support Representatives, sharing knowledge of best practices and company procedures.
- Maintained confidentiality of sensitive information, ensuring compliance with data privacy regulations and company policies.
- Demonstrated adaptability by quickly learning new software applications as they were implemented within the organization.
- Worked productively in fast-moving work environment to process 50-80 claims daily.
Guest Empowerment Representative (Online Chat)
Breeze Airways
07.2022 - Current
- Engaged in continuous and concurrent virtual conversations offering solutions and information for Guest Experience. Managed approximately 50-60 chats per day.
- Empower Guests by offering solutions and answering questions.
- Work in multiple programs and on multiple screens simultaneously.
- Relive Guests concerns with kindness.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Shareholder Services Representative
Capital Group
03.2020 - 12.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Answered average of 70 calls per day, addressing customer inquiries, solving problems and providing product information.
- Streamlined the processing of shareholder transactions, ensuring accuracy and timely execution.
Human Resources Technician
City of Norfolk
06.2019 - 10.2020
- Processed variety of information for benefit programs
- Aided City of Norfolk employees by conferring with internal and external customers concerning pay and benefits issues,
- Entered new hires, promotions, demotions and status changes into HRIS system
- Processed employee verification forms
- Performed wide variety of clerical work including typing, filing, record keeping and preparing report
- Processed various types of Personnel Action Forms accurately and timely
- Assisted with computing and processing pay changes
- Conducted transactions with employees and public requiring knowledge of rules, procedures, policies and activities
- Managed 30-40 inquiries by telephone or in person and gave out appropriate information.
- Assisted with computing and processing pay changes
Member Service Representative
Randstad Staffing
09.2019 - 03.2020
- Receive 100-120 inbound calls daily from members regarding their health and welfare benefits
- Actively listening to members and identifying their needs
- Research and resolve customer inquiries in timely manner
- Investigating and resolving or escalating members phone calls when necessary
- Documenting all inquiries and maintaining accurate records
- Handle complaints, provide appropriate solutions and alternatives within time limits and follow up to ensure resolution
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Reduced average call time 50% with optimal call control and proper use of internal knowledge bases.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Maintained and managed customer files and databases
Hazardous Cargo Coordinator
Randstad Staffing
06.2019 - 09.2019
- Receive and processed 50-60 PRELIMINARY hazardous declaration daily
- Validated documents are compliant according to 49 CFR, International Maritime Dangerous Goods (IMDG) code, and CMA and partners policies
- Verify and validate documents against information in internal system (LARA) and make appropriate corrections and contact customer if necessary
- Organize and review incoming hazardous booking emails by service and completes hazardous booking details in internal system (LARA) for approval
- Research and determine actions to answer and solve customer hazardous booking questions
- Submit and serve as liaison with terminals and Marine pot operations regarding hazardous declarations and other hazardous documents,
- Contact between 50-60 customers daily to collect FINAL hazardous declaration and associated documents such as but not limited to Material Safety Data Sheet (MSDS)
- Check any discrepancies and ensure compliance
Office Manager
Wisdom and Authority Title Solutions
10.2018 - 06.2019
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed office operations.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Evaluated employee records and productivity to complete employee evaluations.
- Arranged corporate and office conferences for company employees and guests.
Benefit Enrollment Specialist
Avis Budget Group
09.2014 - 12.2016
- Advised 100-150 employees daily on inquiries regarding their health and welfare insurance benefit options using dual monitors
- Manage the administration and billing of delinquent accounts, track past due balances, negotiate payment
- Options
- Effectively researched and resolved customer complaints and expedite corrections/adjustments where appropriate
- Processed life status changes
- Coordinated daily benefits processing
- Handled enrollments, COBRA, terminations, changes, and beneficiary updates
- Communicated with insurance companies and providers to ensure employees utilized their benefits correctly and matched with the correct providers
- Researched and analyzed healthcare plans, including medical, dental, vision and disability insurance
- Facilitated workers compensation claims
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Virtual Receptionist
Map Communications
01.2007 - 01.2012
- Provided customer service support by responding to 200-300 incoming calls daily, and properly documenting call messages
- Managed administrative functions to include maintaining confidential records, scheduling appointments and accepting orders, etc
- Provided front desk support by greeting visitors, handling filing of documents, typing etc
- Take payment information and other pertinent information such as addresses and phone numbers
- Keep records of customer interactions, process customer accounts and file documents
Education
Advanced Diploma - General
Norview High
Norfolk, VA06.2000
Skills
- Exceptional verbal and written communications skills
- Outstanding Problem Resolution Skills
- Accuracy, Speed, and Attention to Detail
- Proficient in
- Microsoft Office, new technology trends, & skilled in operating
- Various office processing system
- Time Management with attention to detail
- Ability to toggle between dual computer screens
- Confidentiality
- Documentation
- Organization
Timeline
Claim Support Representative
DOMA Technologies
04.2023 - Current
Guest Empowerment Representative (Online Chat)
Breeze Airways
07.2022 - Current
Shareholder Services Representative
Capital Group
03.2020 - 12.2022
Member Service Representative
Randstad Staffing
09.2019 - 03.2020
Human Resources Technician
City of Norfolk
06.2019 - 10.2020
Hazardous Cargo Coordinator
Randstad Staffing
06.2019 - 09.2019
Office Manager
Wisdom and Authority Title Solutions
10.2018 - 06.2019
Benefit Enrollment Specialist
Avis Budget Group
09.2014 - 12.2016
Virtual Receptionist
Map Communications
01.2007 - 01.2012
Advanced Diploma - General
Norview High
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