Yalanda Sanders
Long Beach,CA
Summary
Experienced with eligibility determination, client assessment, and regulatory compliance. Utilizes advanced problem-solving skills to handle complex cases efficiently. Track record of effective communication and collaborative teamwork in high-pressure situations.
Overview
15
15
years of professional experience
Work History
Enrollment and Eligibility Specialist
UnitedHealthcare
08.2021 - 04.2024
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Processed and certified documents caseload 0f 50-100 incoming requests per day for accuracy and compliance with government regulations.
- Reduced case backlog by implementing efficient prioritization strategies for case processing.
Medicare Customer Service Representative
CareMore/ Anthem
05.2018 - 07.2022
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Managed approximately 70-100 incoming calls, per day from customer regarding benefit concerns
Recall Customer Relations Case Manger
Honda Motor Co
06.2017 - 05.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Managed approximately a caseload of 30-75 outgoing calls per day to customer and dealership office to assist with scheduling of recall repair.
Brand Ambassador
Honda Motor Co
12.2016 - 06.2017
- Communicated product information with confidence and educated consumers about company.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Provided valuable feedback to clients regarding consumer reactions, preferences, and suggestions for improvements based on firsthand experience promoting their products.
- Provided exceptional customer service to drive satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Mortgage Servicing Specialist III
Bank of America
04.2013 - 10.2016
- Receives incoming calls and assist customers with questions or issues regarding home loan modification appeal requests
- Took appropriate action based on an evaluation of the customer's needs which included filing a new appeal updating and follow-ups on existing appeal(s) and/ or reviewing appeals on denied claims
- Updating and follow-up on existing appeal(s) and/or reviewing appeals on denied claims
- Took personal ownership to ensure that customers requests are processed quickly and efficiently while maintaining compliance with industry regulations and bank procedures
- Remediate complex and escalated customer grievances through sound judgment and consultative measures, and recommend new procedures to prevent similar issues
Case Management Process Support II
Bank of America
02.2012 - 03.2013
- Managed a portfolio of 25-50 loans in default or imminent default with a focus on loan modifications document validation, NPV model running and in-house modification review for Fannie Mae
- Verified conditions of approval which may include documents such as income tax returns, credit reports, Request Modification Affidavits, and various income verification documents such as Paystubs and Profit and Loss Statements
- Supported the Customer Relationship Manager model that is the end-to-end Single Point of Contact relationship between the customer and the associate
- Thorough understanding of the business unit's operational processes and the implications on the other groups that function within the operations
- Understanding and utilization of appropriate options for the borrowers such as Collections, Repayments plans, Special Forbearance, Modifications, Short Sales, and /or Foreclosure
Customer Service & Sales Specialist
Bank of America
09.2009 - 01.2012
- Answered routine incoming calls regarding current and past due home loan, updating insurance and escrow
- Assist customers who were experiencing financial difficulties establish repayment plan, process payments, and request modification assistance
- Used computerized system for tracking information gathering and/or troubleshooting
- Cross trained in Payment Research, Escrow and insurance update and processing qualified written requests
- Sales of Checking and Savings account, fraud protection, and credit cards
Education
High School Diploma -
Robert A. Millikan High School
Long Beach, CA06-1998
Skills
- Strong written and verbal communication skills
- Team work
- Customer service skills
- Ability to meet strict deadlines
- Production oriented
- Ability to prioritize multiple competing tasks
Accomplishments
- Received several awards including Peer Choice, Platinum, 2 Gold, 4 Bronze for Top Performer, Associate Spotlight of the Month, Outstanding Customer Service.
- Featured in Bank Monthly Newsletter for providing Outstanding Customer Service.
- Chosen by management to assist with several special projects.
Phonenumbers
562-595-9331
Timeline
Enrollment and Eligibility Specialist
UnitedHealthcare
08.2021 - 04.2024
Medicare Customer Service Representative
CareMore/ Anthem
05.2018 - 07.2022
Recall Customer Relations Case Manger
Honda Motor Co
06.2017 - 05.2018
Brand Ambassador
Honda Motor Co
12.2016 - 06.2017
Mortgage Servicing Specialist III
Bank of America
04.2013 - 10.2016
Case Management Process Support II
Bank of America
02.2012 - 03.2013
Customer Service & Sales Specialist
Bank of America
09.2009 - 01.2012
High School Diploma -
Robert A. Millikan High School
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