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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Chapelwhite Rd.Irmo, S.C. Street Address
PHONE NUMBER AVAILABLE homePHONE NUMBER AVAILABLE cellEMAIL AVAILABLEOBJECTIVE:Motivated individual seeking advancement opportunities in fast paced environmentEDUCATION:May 1996 - DiplomaLexington High School,Lexington, S.C.August 1996 - May 1997Midlands Technical CollegeAirport CampusComputer TechnologyMarch 2018 - December 2018Central Carolina Technical CollegeSumter/Kershaw CampusesBusiness ManagementDecember 2022 - currentColorado Technical UniversityOnline CampusBusiness ManagementQUALIFICATIONS:20+ years of customer service expertiseProficient at using Mainframe Systems FACS, AS400Software experience with OracleSelected to work as an SME on multiple projectsAssisted in training of new employeesExperienced with Microsoft Office, Excel, and OutlookExcellent oral and written communication skillsSkilled at learning new concepts quickly while working well under pressureStrong organizational skills and the ability to effectively multi-taskExemplary customer service skillsExceptional interpersonal skillsEXPERIENCE:October 2019 - March 2024Caregiver of my motherMarch 2019 - October 2019Kelly Services (BCBS)Columbia, S.C.Customer Service Advocate IIEstablish and maintain relationships between internal and external customers.Responsible for responding to customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Reviews and adjudicates claims and/or non-medical appeals. Determines whether to return, deny or pay claims following organizational policies and procedures.45% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Identifies incorrectly processed claims and processes adjustments and reprocessing actions according to department guidelines.45% Examines and processes claims and/or non-medical appeals according to business/contract regulations, internal standards and examining guidelines. Enters claims into the claim system after verification of correct coding of procedures and diagnosis codes. Ensures claims are processed according to established quality and production standards.10% Identifies complaints and inquiries of a complex level that cannot be resolved following desk procedures and guidelines and refers these to a lead or manager for resolution. Identifies and reports potential fraud and abuse situations.February 2019 - March 2019Country Inn & Suites by RadissonColumbia, S.C.Night Audit / CookJob Summary: Represents the hotel to the guest throughout all stages of the guests stay by working with all hotel personnel to ensure every guest experiences superior customer careResponsibilities include registering guests, assigning rooms, accommodating special requests, answering telephones and exceeding guest expectationsEnsure guest's completely satisfied prior to departureMaintains an inventory of vacancies, reservations and room assignmentsPossesses a working knowledge of the reservations departmentTakes same day reservations and future reservations when necessaryKnows room locations, types of rooms available, and room ratesCoordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day roomsCoordinates guest room maintenance work with the engineering and maintenance divisionUses persuasive selling techniques to sell rooms and to promote other services of the hotelKnows daily activities and meetings taking place in the hotelReports any unusual occurrences or requests to the manager or assistant managerManages and resolves all guest complaints in a professional and courteous mannerProcesses guest check-outs and handles monetary transactionsMaintains customers privacyMaintains a high level of professional appearance and demeanorPerforms other duties as assignedDecember 2010 - September 2017Staples Shared Service CenterColumbia, S.C.Credit AnalystEstablish and maintain relationships between internal and external customersAnalyze and research paymentsResearch and resolve billing issuesMaintain stats on call length, amount of calls, and call quality (average 38 calls per hour)Handle complex call situationAugust 2006 - April 2010Time Warner CableWest Columbia, S.C.Customer Service - Entertainment-Consultant, Billing, Telesales, Retention, Technical Support, Escalations Provide high levels of customer service Establish new service and upgrade existing customers Handle escalated call situation Navigate multiple systems, place orders, upsell offers on multiple products Provide comprehensive customer support to ensure resolution Tier 1 troubleshooting and communication of technical information Research and resolve billing issues Maintain stats on call length, amount of calls, and call quality |
