Victoria Patton
Oklahoma City
Summary
Dynamic professional with extensive experience and , excelling in appeals coordination and member communication. Proven ability to enhance customer satisfaction through exceptional service and effective problem-solving. Skilled in data analysis and office administration, consistently achieving timely resolutions and fostering collaboration across teams. Strong attention to detail and organizational skills drive results.
Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
8
8
years of professional experience
Work History
Loan Secretary
Advance Loan
Oklahoma City, OK
01.2026 - Current
- Processed loan applications to ensure timely and accurate submissions.
- Maintained organized records of client files and documentation for compliance audits.
- Assisted clients with inquiries regarding loan status and requirements, enhancing customer satisfaction.
- Coordinated communication between clients, underwriters, and loan officers for efficient workflow.
- Provided exceptional customer service throughout the entire lending process from initial contact through post-closing follow-up calls; consistently received positive feedback from clients.
Appeals and Grievances Coordinator
Aetna Medicaid
Oklahoma City
01.2023 - 10.2025
- Coordinated appeals process, ensuring timely resolution of member grievances.
- Reviewed and analyzed claim denials to identify trends and improvement opportunities.
- Developed training materials for staff on appeals policies and procedures.
- Collaborated with cross-functional teams to enhance member communication strategies.
- Submitted verbal and written notification to members and providers.
Contact Tracer Specialist
CSAA Insurance Group
Oklahoma City, OK
09.2020 - 01.2023
- Conducted thorough interviews to gather detailed information from individuals regarding COVID-19 exposure.
- Documented case details accurately in tracking systems to ensure effective monitoring and follow-up.
- Provided clear communication of quarantine guidelines and health recommendations to affected individuals.
- Collaborated with local health authorities to streamline contact tracing processes and improve response times.
Customer Service Representative
Direct TV
Oklahoma City, OK
03.2018 - 08.2020
- Streamlined service processes to improve response times and customer interactions.
- Collaborated with cross-functional teams to implement new service protocols enhancing efficiency.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
Education
Associate of Science - Science
Oklahoma City Community College
Oklahoma City, OK05.2021
Skills
- Loan servicing
- Office administration
- Document preparation
- Data entry
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Excellent communication
- Organizational skills
- Microsoft office
Timeline
Loan Secretary
Advance Loan
01.2026 - Current
Appeals and Grievances Coordinator
Aetna Medicaid
01.2023 - 10.2025
Contact Tracer Specialist
CSAA Insurance Group
09.2020 - 01.2023
Customer Service Representative
Direct TV
03.2018 - 08.2020
Associate of Science - Science
Oklahoma City Community College