IVY EDWARDS

[email protected] • 8323736924 • Houston, TX 77085

PROFESSIONAL SUMMARY

Customer-focused Service Support professional with a strong track record of leading teams to improve operational efficiency and enhance service delivery. Adept at solving complex problems, managing projects, and fostering stakeholder collaboration, resulting in an increase in customer satisfaction and a reduction in resolution times. Skilled in time management and interpersonal communication, committed to driving continuous improvement and delivering measurable results for organizations.

WORK EXPERIENCE

Policy Owner Service Support II
02/2024 - Present
Mutual of Omaha
• Led resolution of over 150 customer inquiries weekly across phone, email, and written correspondence, achieving a 95% customer satisfaction rating by delivering timely and accurate policy support
• Streamlined premium payment processing and benefit explanations, reducing average handling time by 20% while maintaining compliance with company policies and regulations
• Collaborated cross-functionally with internal teams to develop effective solutions, enhancing first-contact resolution rates by 15% and improving overall customer experience
• Utilized advanced customer service systems and product knowledge to resolve complex issues efficiently, contributing to a 10% increase in policy owner retention
customer support manager
04/2022 - 08/2023
Save Advisor – Fintex holdings
• Spoke with customers about Investment products and portfolios.
• Collaborating with our technical team to troubleshoot and resolve technical issues related to web apps, databases, and other platform functionalities.
• Resolve complex and escalated member issues to a mutually beneficial resolution.
• Reviews various reports and systems related to new accounts, account maintenance, closed accounts, and related operational processes.
• Leads team meetings to promote and educate staff on providing member financial advice and high-touch member-centric solutions. Assist, coach, and gain feedback from branch teams to motivate and keep staff engaged.
• Navigated CRM System to update Member information and Zendesk Jira ticket request.
Benefits and Claim Specialist - Behavioral Health
04/2021 - 04/2022
United Health Group/Optum
• Assisted Members and Health Care Providers with claims, benefits, and E-commerce payment systems.
• Provided Authorizations for Specialized Treatment
• Researched and provided Members and Healthcare providers with CPT codes and routine visits.
• Navigated CRM System to update Member information.
• Providing Telehealth services by phone, chat, and text messages.
Team Leader -Member Care Specialist - Loan Officer - Digital Services Support
03/2018 - 03/2021
Texas Dow Employees Credit Union
• Assisted Members via online banking applications, Email, and phone.
• Processed Loan Applications and Pre-Qualifications for loan products
• Ability to articulate products and services while dealing with a diverse group of customers with the use of different platforms.
• Assist with customer requests related to accounting sign-up, account inquiries, maintenance-related requests, and online and app support tickets, E-commerce payment systems.
• Cross-departmental collaboration, training, operations, and compliance departments to ensure staff are knowledgeable in performance, technical and compliance areas.
Licensed Cosmetologist & Hair Loss Practitioner
06/2015 - 03/2018
Supa Naturals by Ivy
• Self-Employed Natural Hair Stylist.
• Specializing in the maintenance and upkeep of natural hair textures.
• Excellent Time-Management used in the booking/scheduling of Clients.
• Various Administrative and Business Management skills utilized i.e., Street Marketing, Client Follow-Up, AR / AP (Client / Vendor), Marketing, Email, Phone, etc.
Energy Data Processor/ Data Entry
09/2012 - 03/2015
Alliant Group
• Maintained log of renovated and new build construction.
• Responsible for collecting and analyzing data for facility changes based on audits of potential energy consumption using an internal software program.
• Utilized AutoCAD 2000, Excel, Outlook
• Various Administrative tasks i.e., Copy, Filing, and Fax.
Public Relations Coordinator
09/2010 - 02/2012
Sheltering Arms
• Assisted low-income and disaster-affected families with accessing government resources.
• Processed applications for said resources.
• Gathered all relevant information for qualification.
• Maintained the accounts of recipients as per company protocol.
• Various Administrative tasks i.e., Copy, Filing, and Fax.
Senior Financial Analyst
11/2006 - 07/2010
Liberty Settlements
• Provided Debt Counseling services.
• Educated Clients on various techniques to help with building and maintaining credit.
• Pull the customer credit reports from all three credit reporting bureaus.
• performs the function of helping people to fix their credits, enabling more opportunities to be available for their clients in the future.
• Served as liaison between Clients and Creditors.

EDUCATION

Associate in Accounting
01/2025
Houston Community College , Houston, TX
Licensed Notary Public & Loan Signing Agent
01/2021
National Notary Association , Houston, TX
Trichology – Hair loss practitioner
01/2018
USTI , Dallas, TX
Licensed Cosmetology Technician
01/2015
Franklin Beauty School , Houston, TX
High School Diploma
01/1998
Ball High School , Galveston, TX

SKILLS

CERTIFICATIONS

Licensed Notary Public & Loan Signing Agent
01/2021
National Notary Association