Danielle Wyne
Sacramento
Overview
9
9
years of professional experience
Work History
Member Services Representative
Insight Global
11.2024 - Current
- Processing personal loans, line of credit, and credit card loan applications
- Making 1st contact with members and applicants to discuss the following:
- Offers
- Counteroffers
- Terms
- Rates
- Collateral
- Advocating for members and providing 'above & beyond' customer service
Member Services Agent
Pyramid Consulting
10.2023 - 09.2024
- ACA
- Quoting benefits
- Processing & quoting claims
- Processing disenrollment/cancellations
- Processing monthly payments
- Conference calls with other healthcare professionals, business entities to advocate for members and assist them
- Providing plan information
- Thorough documentation of interactions
- Filing appeals & grievances
- Assigning PCPs to members
- Upholding HIPAA requirements and remaining compliant
- De-Escalation
- Typing 70-80 wpm
- Communicating with members to resolve issues/ provide solutions
- Following up with members during stressful ongoing matters
Customer Experience Representative
TELUS International
02.2021 - 09.2022
- Fraud detection; restricting accounts due to fraudulent transactions
- Verifying government-issued identification
- Asking probing question and investigating fraudulent matters
- Replied to consumer emails, regarding inquiries on services and financial transactions
- Communicated with customers via email and phone
- Assisted customers with account access; updating contact information, 2-factor authentication, updating passwords and troubleshooting
- Assisted customers with onboarding and account deactivations
- Assisted customers with account deficiencies and account liquidation
- Provided assistance with account navigation, helping customers self-service their account
- Collected government-issued Identification for security purposes, onboarding and to update some sensitive information such as legal name, DOB, SSN
- Placed and lifted account restrictions
- Assisted customers with deposits, withdrawals, and direct deposit setup
- Assisted customers with replacing lost, stolen, damaged cash cards
- Assisted customers with transaction disputes and possible account takeovers
- Assisted customers with asset transfers to other brokerage institutions
- Delivered excellent customer service and provided a positive customer experience
Member Services Contact Center Representative
Golden 1 Credit Union
03.2019 - 01.2020
- Assisted members with their account with efficiency, duties were;
- To provide information regarding products & services
- Assisted with financial transactions
- Assisted with filing disputes/claims
- Scheduled branch appointments
- Connected members with multiple departments for assistance
- Operated dual monitors and multiple apps at once
- Assisted members with gaining access to online accounts
- Assisted members with navigating through online accounts and website
- Provided loan payoff information
- Made follow-up calls with members regarding ongoing matters
Lead Service Center Representative
Faneuil
10.2018 - 02.2019
- ACA
- Assisted and trained Call Center Representatives on how-to De escalate calls
- Thoroughly investigated issues that effected the applicant(s) eligibility for certain programs or caused disruption in coverage
- Consistently researched policy and regulations
- Consistent research of certain government programs, new regulations, and procedures
- Trained new hires to navigate the knowledge base system to research and provide accurate information to applicants
- Conducted conference calls with affiliate organizations to resolve escalated matters
- Made outbound calls to applicants to inform of a resolution or outcome of disputes
- All duties related to a supervisory/2nd in command role
Service Center Representative
Faneuil
10.2015 - 02.2019
- ACA
- Assisted primaries with account management
- Provided important information that may effect the primary's account
- Assisted applicants with selecting plans that meet their health care needs, lifestyle and budget by providing knowledgeable information to help the applicant to determine best options
- Assisted with enrollment for health care insurance
- De-escalated and resolved issue to restore faith in the program
- Provided quotes for health coverage
- Provided information regarding Government policies and practices
- Consistent research of Knowledge Base/policy to provide accurate information
- Operated duel monitors
- Gained experience with CRM, Microsoft Excel, Word, and Outlook
- Documented transactions accurately and thoroughly
- Developed typing speed of 50 - 65 wpm
- Consistently closed and met company expectations for number of enrollments for OEP and SEP
Education
B.A. - Fine Arts
International Academy of Design and Technology
Sacramento, CA06.2011
Skills
- Phone Etiquette
- Conflict management
- Financial services
- Communication skills
- HIPAA
- Typing
- Fast learner
- Customer service
- Upselling
- Documentation review
- Multi-tasker
- Call Center
- Microsoft Windows
- Authentication
- Software Troubleshooting
- Negotiation
- Loans PQ
- Troubleshooting
- Typing 65-75 WPM
- CRM Software
- Computer literacy
- Multi-line phone systems
- Time management
- Banking
- Inside Sales
- Live Chat
- Computer skills
- Datasafe
- Customer Support
- Case management
- Customer Care
- Word processing
- Leadership
- Organizational skills
- Salesforce
Timeline
Member Services Representative
Insight Global
11.2024 - Current
Member Services Agent
Pyramid Consulting
10.2023 - 09.2024
Customer Experience Representative
TELUS International
02.2021 - 09.2022
Member Services Contact Center Representative
Golden 1 Credit Union
03.2019 - 01.2020
Lead Service Center Representative
Faneuil
10.2018 - 02.2019
Service Center Representative
Faneuil
10.2015 - 02.2019
B.A. - Fine Arts
International Academy of Design and Technology
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