Helena Hansen has over 10 years of experience in customer service roles handling inquiries for insurance claims, visa processing, and passport information. She is authorized to work in the US for any employer and has a positive, flexible attitude with strong communication and problem-solving skills. Her experience includes processing insurance claims, assisting individuals with disabilities, and handling sensitive records for visa and passport processing.

1. Helena Hansen
Claims Rep - Claims, Long Term Care Insurance
Rollinsford, NH 03869
helena.hansen7@yahoo.com
603-978-2205
Independent, flexible, and enjoys learning new things. Able to adapt to changing priorities and maintaining a positive
attitude.
Authorized to work in the US for any employer
Work Experience
Claims Rep
Claims, Long Term Care Insurance
October 2016 to Present
The Customer Service/Claims Department is responsible for supporting FLTCIP enrollees and answering inquiries/
questions that are received via the toll free number, secure email and correspondence. We are also responsible for
initiating enrollee changes such as address changes, coverage changes, and billing changes. In addition, We are
also, responsible for obtaining information from enrollees by making callouts and/or sending emails.
I respond to a variety of service telephone inquiries from insureds and other eligible members of the Federal Family.
Processes and initiates transactions per customer requests. Researches and resolves complex issues. Utilizes
Administrative System and peripheral systems as necessary to respond to customer inquiries.
Skills used for this job: Excellent interpersonal and telephone communication skills, possessed a high degree of tact,
diplomacy and professionalism when dealing with all types of customers. Also able to work independently but also
work well with others. Can learn intra-net systems and I've been AHIP certified as of June 2016.
Behavioral Health Specialist, Living Innovations
Maine College
December 2014 to October 2015
Support developmentally disabled individuals in their development of basic living and social skills with the primary
goal of integrating them into the community to the best of their ability.
Skills used for this job: Coordinating recipient's daily activities, deciding (accurately) what is in the recipient's
best interests (e.g. safety), communicating with recipient's families and others (e.g. listening, speaking), engaged
in recipient's hygiene, Managed behavioral problems and met other challenges. Ability to exercise patience,
understanding, creativity, and flexibility, Worked well with others on a team, but also, very independent.
Certificates earned while at this job: (Maine College of Direct Support Cert/ NSC Defensive Driving Course/
Provisional Behavioral Health Professional Cert/ CPR Certified)
Visa Specialist
National Visa Center
October 2009 to June 2014
Department of State; a permanent immigrant visa processing facility at the National Visa Center. Processed all
approved immigrant visa petitions after they were received from Citizenship and Immigration Services in the

2. Department of Homeland Security. Made sure all of the paperwork was filled out correctly and the right documents
were submitted (ie passports, birth certs, marriage cert from other countries)
Skills used for this job: DOS-Security Clearance- Handled sensitive data and confidential records, Committed to
maintaining data integrity, little to no supervision needed, developed new methods to improve accuracy for the
company, accurate and detailed, open to all changes within the Department of State with a positive attitude. Ability to
meet deadlines and reach goals. Proficient in typing.
Account Representative
National Passport Information Center
April 2007 to April 2009
An inbound call center; customer service representative. Giving information about passports (In the Congressional
Queue)
Skills used for this job: Adhered to customer service procedures, effectively managed a high volume of inbound calls,
defused volatile customers calmly and courteously, met or exceeded service and quality standards every review
period, gave customers adequate information about their passports, and answered a constant flow of inbound calls
that were in queue.
Education
Business in Fashion Merchandising
McIntosh College