Explained to members and educated them on the benefits and exclusions of one of 11 Medicare Advantage and SNP plans they were enrolled in Florida( Citrus ) and Texas markets. Provided members information on their prescription drug plan such as pricing and tiering, dental, vision benefits, co pays, deductibles, co-insurance.Processed demographic changes such as choice of physicians and locations, issuance of new insurance cards, address changes, submitted dis enrollment requests to membership, filed grievances and explained the appeals process. Submitted and coordinated exception requests to disease and medical management teams to grant approval for medical procedures or Durable Medical equipment ,excluded by plan. Arranged transportation through ComfortCare, a wholly owned subsidiary of Wellmed Medical Management, for our members.

Provided full service move estimates and set appointments for United/Mayflower agents in an Outbound contact center setting. Sold container rentals as well as labor and materialsCoordinated the delivery, transport and pick up of containers.

Engaged customers in the cross sale of consumer banking products such as Checking/Savings accounts, CD's, Money Market Accounts, Brokerage and Trust services, plastic products ,online banking, Mortgages, Equity loans, and personal loans. Ordered checks, processed account level changes for customer accounts, processed stop payments, and filed Regulation E claims forms. Remotely reset Customer ID's and Passwords for online and telephone Banking sessions using RSA Multifactor.

Blocked MasterCard BIN ranges and monitored transactions in real time per issuer requests while mitigating risk, reducing exposure to fraud losses while processing 80-100 authorization requests per 8 hour shiftCascaded new procedures, such as Global Event Management call tracking tool via side by side training to department staff and new hires and contractors,.Created reports for Manager in Excel and Powerpoint which tracked individual contributor metrics which led to efficiency awareness and increased productivity. Selected by Management team to create a detailed PowerPoint presentation per Convergys and Wipro requests to facilitate the offshore training process flow for handling customer service and fraud servicing calls. Identified Phishing attacks and worked closely with Web Development team to incorporate hyperlinks on MasterCard website to which consumers could report.

Fraud Analysis; Gathered requirements for improvements to website funcionality;Maintained Oracle-based canned webmail responses;Liaised between Business Owners and Development teams to improve website functionality;Collaborated with Global Communications and Law Department in designing canned responses; Assisted in creation of Hispanic website.Translated and responded to consumers in Spanish; Monitored credit card transactions.Prepared Powerpoint presentations for Upper Management for Convergys and Wipro.

Achieved Top Sales Percentage to Plan April 2006 by fostering relationships with customers, listening to client needs while merchandising and marketing jewelry.

Acted as interpreter for other agents and support staff to help expedite Documentation for emergency replacement card fulfillment and ermergency cash disbursement within 2 hours through Western Union locations.Extrapolated data from multiple realtional databases to complete requests. Processed caller information and cancelled lost/stolen MasterCard cards.

Assigned Florida pipeline of loans as they required extensive telephone interaction with Spanish speaking borrowers.Assisted underwriting team by contacting title companies to obtain documents such as Condo Master Policies , Flood Insurance Declaration page from Insurers and Second Lien Payoff Letters and ensuring that coverages met lender requirements prior to closing. Audited post closing loan documents prior to shipment for microfilming and storage and/or sale on the secondary market.Created mortgage loan documents using Novell software, and shipped overnight via DHL, FedEx and UPS. Entered borrower(s) loan document data & financials into a credit evaluation tool to generate a preliminary credit score.Managed internal sales force pipeline of loans in Broker/Correspondent channel by calling team daily and requesting updates or cancellations of 30, 45, 90, 120, 150, 180 day lock commitments.

Scanned customer orders at an average rate of 26-28 items/minute while maintaining a weekly accuracy rating of ±.25 cents for overs and shorts.Received direct recognition from Craig Schnuck, CEO, for outstanding customer service.