About Me

• Hours wanted: Full-Time
• English Level: Fluent English (self-rated)

Profile Summary

1. What work have I done?

Senior Process Executive (Travelers Insurance at Cognizant): Handled inbound and outbound customer calls and emails, managed insurance policy updates, claims, and billing inquiries, and coordinated with underwriting and claims departments.

Account Specialist 1-2 (JP Morgan and Chase): Managed pre-arbitration disputes, mediated financial settlements, resolved escalated client issues, analyzed financial data, and maintained detailed documentation.

Cluster Point of Contact & Team Leader (Eperformax – Sprint/T-Mobile): Supervised team leaders and agents across Customer Care, Retentions, and Technical Support lines of business. Set daily performance targets, provided real-time coaching, tracked metrics, and took second-level escalation calls.

Subject Matter Expert & Teammate (Eperformax – Sprint/T-Mobile): Provided direct support for mobile, internet, and connectivity troubleshooting, billing inquiries, activations, payments, and refunds.

2. What am I good at?

Skills: Team leadership, agent coaching, dispute resolution, mediation, de-escalation of complex issues, customer account administration, terms negotiation, process improvement, issue investigation, and multi-line customer care support.

Tools: Microsoft Office (Excel, Word, PowerPoint), Customer Relationship Management (CRM) platforms, policy administration systems, and customer ticketing systems.

3. What specific traits makes me a good employee?

Dependable and punctual: I consistently meet core operational targets and maintain strict adherence to schedules and service level agreements.

Attentive to instructions: I strictly follow organizational policies, compliance requirements, and regulatory standards to handle billing, dispute resolutions, and record-keeping accurately.

Eager to learn and adapt: I pick up new systems and procedures quickly, easily adapting to fast-paced environments across financial services, insurance, and telecommunications sectors.