Travis Thomas
Charlotte
Summary
Dedicated and results-driven with over 5 years of experience in customer service, claims processing, and financial management. Skilled in account management, transaction processing, fraud prevention, and customer relations, with a focus on delivering high-quality service and ensuring compliance. Seeking to leverage expertise in assisting operations and customer solutions in a dynamic role.
Overview
8
8
years of professional experience
Work History
Contact Center Analyst
Wells Fargo
Charlotte
05.2025 - Current
- Collaborated with teams to improve operational efficiency and streamline workflows.
- Prepared detailed reports on market conditions and competitor activities for management review.
- Analyzed financial data to identify trends and inform decision-making processes.
Executive Assistant (Volunteer)
Salvation Army
Greensboro
09.2024 - Current
- Coordinated scheduling and prioritization of complex internal and external business meetings across multiple time zones to optimize executive time management.
- Mentored and led executive suite associates, fostering collaboration and achieving goals in a diverse environment.
- Crafted and managed communications for executive level correspondence, ensuring clarity and professionalism in all interactions.
- Mentor and lead executive suite associates while delivering results in a diverse environment.
Customer Solutions Specialist
Prudential Financial
Remote
09.2023 - 09.2024
- Processed annuity claims and calculated benefits, ensuring precise payments aligned with contract provisions.
- Managed customer inquiries and billing issues, resolving discrepancies and addressing fraud claims to enhance customer satisfaction.
- Process annuity claims and calculate benefits, ensuring accurate payments based on contract provisions.
- Investigated fraud claims, delivering detailed reports and executing account resolutions to minimize risk.
Client Services Analyst (Remote)
Southwest Airlines
Remote
02.2023 - 09.2023
- Oversaw claims processing for health insurance, achieving accurate adjudication and adjustments to support client satisfaction.
- Collaborated with health plan teams to resolve issues and maintain centralized issue resolution tracker, enhancing communication and efficiency.
- Managed client referrals to financial assistance programs, tracking service utilization to optimize client access to resources.
Client Services Manager
United Health Group
Remote
09.2020 - 01.2023
- Managed first pass claim adjudication and adjustments for health plans, achieving timely resolution of claim issues.
- Coordinated patient services and referrals, efficiently handling up to 50 incoming calls per shift.
- Collaborated with leadership teams to maintain an issue resolution tracker, facilitating effective problem-solving.
Emergency Services Representative (Volunteer)
Salvation Army Center of Hope
Greensboro
01.2020 - 08.2020
- Managed financial assistance programs, delivering critical emergency funds and resources to eligible clients.
- Ensured accurate record-keeping, tracking client assistance and financial disbursements to maintain transparency and accountability.
- Coordinated temporary housing and essential services for clients, preserving detailed financial logs to support effective resource allocation.
Executive Administrative Assistant
ITG Brands Corporate Office
Greensboro
04.2018 - 12.2019
- Managed financial tracking for marketing projects, ensuring accurate coding, pricing, and budget allocations to support project success.
- Coordinated complex regional and international travel arrangements, ensuring punctual itineraries and quick problem resolution.
- Managed financial tracking for marketing projects, ensuring accurate coding, pricing, and budget allocations.
- Assisted in project budgeting and financial reporting, ensuring compliance with internal standards to facilitate informed decision-making.
- Coordinated complex regional and international travel arrangements, ensuring punctual itineraries and resolving issues promptly to maintain schedule.
Education
Associate of Applied Science Degree - Paralegal Studies
Guilford Technical Community College
Greensboro, NCSkills
- Call routing techniques
- Workforce management
- Customer-facing skills
- Proficient in CRM software
- Proficient in Microsoft Office Suite
- Proficient in Google Workspace
- Data analysis tools
- Strong analytical skills
- Attention to detail
- Proactive problem solver
- Financial compliance knowledge
- Highly responsive
- Flexible across time zones
- Discreet and professional
- Maintaining confidentiality
- Excellent communication skills
- Interpersonal skills
Timeline
Contact Center Analyst
Wells Fargo
05.2025 - Current
Executive Assistant (Volunteer)
Salvation Army
09.2024 - Current
Customer Solutions Specialist
Prudential Financial
09.2023 - 09.2024
Client Services Analyst (Remote)
Southwest Airlines
02.2023 - 09.2023
Client Services Manager
United Health Group
09.2020 - 01.2023
Emergency Services Representative (Volunteer)
Salvation Army Center of Hope
01.2020 - 08.2020
Executive Administrative Assistant
ITG Brands Corporate Office
04.2018 - 12.2019
Associate of Applied Science Degree - Paralegal Studies
Guilford Technical Community College