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Click here or scroll down to respond to this candidateCandidate's Name
Street Address London RdLincoln, NE Street Address
PHONE NUMBER AVAILABLE CellularEmail EMAIL AVAILABLEObjective:Engaging and patient customer service professional with 10+ years of experience responding to all types of customer inquiries. Eager to join Your Team, to grow customer loyalty and maintain the highest level of customer service.Skills:Industry Knowledge Customer Service/Satisfaction, Time Management, Data Processing/Entry, Medical Records, Records Management, Troubleshooting desktop, printer, and Network issuesTools Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Outlook, Windows 2000, Windows XP, Exchange and basic Network troubleshootingInterpersonal Skills Team Leadership/Training, Creative Problem Solving, Skilled Multi-tasker, Oral/Written Communication, Organizational Skills, Order Processing/Fulfillment, High Degree of InitiativeCustomer Experience Authorization Specialist@ Speedway Motors - RemoteSeptember 2022 PresentResolve Declined transactions with customers, obtain correct billing information for Credit/DEBIT card orders. Identify and prevent fraudulent activity/orders. Work with our Accounting department to report any fraud. Work with International Team to assist customers with billing issues and payments.Customer Experience Agent @ Speedway Motors - RemoteDecember 2021 August 2022As the first point of contact for current and potential customers, I utilized all available resources to answer customer questions regarding product inquires, assist with questions regarding previous orders, and efficiently and accurately placed new orders. My daily tasks also include answering calls on the main Speedway Motors line's, placing orders using the internal order system, understanding and processing the Open Order report, escalating calls to our Customer Support team when needed, facilitating conference calls with Customer Experience Auto Techs, and completing any/all follow-up correspondence with internal co-workers and external customers. I also assisted in the Credit Card Authorization department during this time.Social Services Worker TraineeState of NE DHHS/MLTC - HybridMarch 2021 November 2021On a day-to-day basis I reviewed applications for assistance and determining eligibility, which included interaction via telephone in order to collect, verify, or update financial and demographic information. This required accessing computer databases to document information with extreme accuracy. I used computers and software, telephones including automated call distribution and voice mail systems. I conducted telephone interviews in order to obtain and verify information to make an eligibility determination and accurately type information received during interviews into a computer information management system.Customer Experience Agent Manpower/Express @ Speedway Motors - RemoteJuly 2020 December 2020January 2021 - February 2021As the first point of contact for current and potential customers, I utilized all available resources to answer customer questions regarding product inquires, assist with questions regarding previous orders, and efficiently and accurately placed new orders. My daily tasks also include answering calls on the main Speedway Motors line's, placing orders using the internal order system, understanding and processing the Open Order report, escalating calls to our Customer Support team when needed, facilitating conference calls with Customer Experience Auto Techs, and completing any/all follow-up correspondence with internal co-workers and external customers.Helpdesk Associate MedStar Account; NTT Data - RemoteSeptember 2019 December 2019Employed as a Helpdesk Associate with 10+ years of experience in Customer Service, providing basic technical support to our client's desktops & laptops via telephone, email, and remote tools. Our team offers support 24 hours, 7 days a week, for troubleshooting issues such as, password resets, printer set up, account specific client applications, and basic diagnosing of the desktop/laptop software problems. Any issue the team is unable to immediately resolve, we then escalated to other internal employees such as 2nd level desktop support, network & server support, as well as messaging specific support groups.Customer Service Representative Individual Administration @ Ameritas; Celebrity StaffingMay 2019 to June 2019My duties and responsibilities consisted of providing a high level of personalized service and maintaining relationships with our customers. Trained for management of large volume of telephone, e-mail and fax inquiries and requests from our customers. Learned to identifying customers needs, researching issues and providing solutions. Developed a strong knowledge of company products, and understanding of policy coverage's.Representative II Enrollment Processing; NelnetSeptember 2017 to February 2019My duties consisted of processing Income Driven Repayment Plans and applying the plan to borrowers account, verifying income documents, updating demographics, requesting further documentation as needed, and sending correspondence.TPD Advisor I; NelnetNovember 2016 to September 2017My duties consisted of answering incoming telephone calls from Student Loan Holders (borrower) with Total and Permanent Disabilities, assisting them with the application processes, informing them of what their current status in the process is, advising of any additional information needed from the borrower, updating borrower contact information, and ensuring borrowers have Nelnet contact information, ie; mailing address, fax number, Web site address, and email address.New Business Case Coordinator @ Allstate Life Insurance; Kelly Temporary ServicesAugust 2016 to October 2016My primary duties were to oversee Life Insurance applications through the New Business process, from application through underwriting and issue/placement. I also assist underwriters with requesting and receiving underwriting requirements such as medical exams, lab results, and motor vehicle record.Staff Assistant I; State of NE SOS; NE Crime CommissionJune 2016 to July 2016My primary duties were assisting with compliance documentation of the County and City facilities. I also reviewed and proof documents and correspondence for the Chief of the Grants Division.Sr. Customer Service Rep; 4C IncJanuary 2016 to April 2016My duties were to process incoming phone calls as a third party administrator, and advise on policy information for life insurance policy holders.Resolution Advisor; NelnetOctober 2015 to December 2015My duties were to process incoming phone calls from student loan holders requesting assistance with loan repayment.Resident Aide; The LegacyMay 2015 to October 2015I assisted with 40+ Assisted Living residents and 150-200 Independent Living residents, helping to complete nightly cares and settle AL residents in bed. I worked 6pm-6am shifts 3 to 4 days per week.TPD Adviser; NelnetSeptember 2014 to April 2015My duties consisted of answering incoming telephone calls from Student Loan Holders (borrower) with Total and Permanent Disabilities, assisting them with the application processes, informing them of what their current status in the process is, advising of any additional information needed from the borrower, updating borrower contact information, and ensuring borrowers have Nelnet contact information, ie; mailing address, fax number, Web site address, and email address.CAREGiver; Home Instead Senior CareJuly 2014 to December 2015My duties and goals consisted of enhancing the lives of my senior clients and their families. I performed non-medical services including personal care, companionship, home help, and Alzheimer's care to best fit my clients needs.Head Cashier; Home DepotAugust 2013 to August 2014My duties consisted of supervising and training cashiers while maintaining company customer service standards. I supervised 7-12 cashiers per shift (depending upon the day), while maintaining a break\lunch schedule, completing cashier observations, and ensuring that the cashiers kept current on all Product Knowledge testing and necessary training. I was responsible for maintaining proper cash amounts in the registers for the cashiers and supplying increases as needed from the cash drawer. I was proficient in closing the registers and cash drawers at the end of business and have been trained to do openings as well.Senior Claims Processor BCBSM Medicare Advantage Blue Card; Dell ServicesNovember 2012 to March 2013My duties consisted of processing claims in accordance to the benefits of the Medicare Advantage Blue Card policy. I was the primary processor responsible for requesting medical records needed to determine medical necessity of claims, forwarding those records to Clinical Review, then processing the claims when they were returned with the determination. I also assisted in the training of new processors to the Blue Card team.Customer Service Associate; Lowe's Home ImprovementJune 2011 to November 2012My duties consisted of providing friendly customer service by answering all customer questions and providing purchasing assistance as well as returning merchandise. I answered incoming phone calls and directed calls to the correct departments, processed internet orders in a timely manner, to include processing credit card phone order payments, and notifying customers of availability of merchandise. I also assisted in the training of new associates and cashiers on the registers.Customer Service BPS Rep, Lead; Dell ServicesMarch 2010 to April 2010 Sept 2010 to June 2011My duties consisted of answering calls for policy owners, agents, and insured. Answering questions pertaining to Life Insurance Policies and Annuities. I was trained on processing incoming documents. I was also responsible for obtaining proper verification prior to releasing information.Staff Assistant I Human Resources; State of Nebraska, Dept of RoadsAugust 2008 to March 2009My duties consisted of gathering, compiling and filing confidential information, processing mail, reviewing and proofreading documents for accuracy. I answered and drafted general correspondence and prepared administrative and statistical reports. I was responsible for maintaining files and records of special events, to include scheduling meetings and conference rooms as requested. I executed a variety of office clerical duties relating to the Human Resources Division and functions including typing, data entry, copying, mailing, faxing, answering multi-line phones to answer inquiries, direct calls or provide customer assistance on a variety of payroll and benefit issues. I provided support to other staff to facilitate management of the office operations.Data Entry; Manpower @ Cabella'sApril 2008 to May 2008My duties consisted of daily data entry of payments received by Cabella customers.Customer Service Rep; Lincare Oxygen TherapyApril 2006 to September 2007My duties consisted of answering all incoming calls and providing the first contact for referral sources and patients. I made determination of required action, took service orders from physicians or other referral sources, and then placed the order internally. I responded to new and existing patients requests, as well as coordinating new patients delivery schedule within the service area. I maintained patient files, updated patient prescriptions and Certificates of Medical necessity, obtained doctor signatures, scheduled patient deliveries, placed patient orders and filed patient paperwork for billing. I also verified insurance coverage and advised collections department of required actions for billing. I maintained copies of current patient files and files on referral sources, as well as a patient data base (AS400 system) of CPAP equipment, supply orders for the patients, and equipment monitoring. I worked in a rotating on call schedule where I was responsible for responding to and following up on oxygen set ups, nebulizer set ups and any other service the company provides. I handled mail for the center including responding to requests for information from internal sources when possible. I was also responsible for being knowledgeable of existing and new information regarding Lincare equipment and insurance carrier policies. I also scheduled patient testing for Medicare guidelines as well as for private pay insurances.Member Services; National Arbor Day FoundationFebruary 2005 to April 2006My duties consisted of processing member correspondence as well as answering member telephone calls. This entailed entering membership orders, dues payments, nursery orders, submitting refunds, as well as coffee orders and payments.Claims Service Specialist; Kelly Services @ AmeritasNovember, 2004 to January 2005My duties consisted of answering calls from providers and insured employees of Ameritas dental policies. Providing requested information regarding policies and coverage of plans. I also did daily processing of dental claims for payment to the providers and insured members.Customer Service Associate(call-center); AquilaJuly, 2003 to July, 2004My duties consisted of answering customer calls for Aquila customers in seven different states, providing gas and electric service. I was responsible for ensuring that proper identification was provided by verifying the information that each caller provides. I then provided the service that the customer is requesting. This could range from putting in an order to turn service on/off, explaining customer bills, making payment arrangement, etc. I was also responsible for ensuring that all emergency orders are entered promptly and accurately, e-mail the appropriate field resource center representative, so that the correct field technicians may respond to the call. Along with responding to all emergency calls, I was required to complete Department of Transportation emergency training on a yearly basis. I was trained to send messages to the companies different review groups as well as to the local customer service personnel. This service provided the customers with options to receive brochures on services provided, duplicate bills, refund checks, and a variety of other services.Staff Assistant I; State of Nebraska, Dept. of CorrectionsDecember, 2001 to July, 2003My duties required me to keep time records for approximately 230 employees at the Lincoln Correctional Center. I entered all leave requests and overtime slips for the employees and then processed these records for the Human Resources Assistant for payroll purposes on a bi-weekly basis. Along with the employees time records and payroll, I was also responsible for processing the work reports for the inmate workers at the facility. Once these reports were verified, they were sorted and sent on to our Accounting Department for payment. I completed the word processing and distribution of all Operational Memorandums for the facility, as well served as the computer support contact. I also provided backup support for the switchboard and mail room.Data Entry (KEO), Manpower - SCOT ProjectAugust, 2001 to December, 2001My duties consisted of entering immigration information into the INS data base and the Nationals computer system. I was responsible for verifying information that others had keyed into the systems. Along with these main duties, I was also trained to do scanning of immigrant photos, fingerprints, and signature documents for storage in the INS system, as well as queuing and printing immigrant identification cards.Clerical Support, Excel Personnel ServicesNovember, 2000 to August, 2001My duties consisted of answering phones, scheduling interview appointment, greeting applicants, filing, assisting with payroll, data entry, and placement of employees on short term and temporary assignments. I also helped ensure that all application documents, including tax and INS forms, were completed correctly.Secretary/Customer Service, Hockenberg's Restaurant Equipment & SupplyMay, 1995 to July, 2000My duties started as clerical support, maintaining files, entering and processing customer orders, daily posting of the previous days business, and answering telephone calls. I moved from the position of Secretary to Customer Service and became more involved with the needs of our customers. This entailed taking orders from customers, either in person or over the phone, assisting customers in finding the products that they needed, giving pricing and/or quotes, and checking the customers out when they were ready. I was also responsible for helping to maintain the stock inventory in the store, and for helping to get our delivery driver the paperwork and merchandise he needed for his deliveries.Medical Records Clerk, JA Still Co.September, 1994 to April, 1995My duties as a Records Clerk were to take customer requests for medical records copies. I made copies of the records and maintained a file data base along with billing records on the company's computer. I was also responsible for the collection of the copy fees.Telephone/Switchboard Operator, Lincoln Area Answering Svc.April, 1994 to December, 1994My duties at the answering service were to answer phone lines for businesses and private homes for 150-200 clients. I took messages and relayed them to the clients, either via phone, in person, or in some cases using a two-way radio to dispatch service personnel. I was also responsible for the monitoring of alarm systems for some clients during my work hours.Cost Accounting Clerk, Foote & DaviesApril, 1991 to September, 1992My duties as a Cost Acct. Clerk were to calculate the progress of over 20 different machines, running three shifts. Once these calculations were complete, I entered all the data into the computer and ran the daily progress reports. I was also responsible for calculating the weekly waste paper report.Medical Service Specialist, NE Air National GuardDecember, 1984 to September, 1990My duties in the National Guard were to assist in performing physicals on Guard personnel. I was responsible for running EKG's, assisting in audio testing, administering immunizations, obtaining specimens for drug testing (this included the drawing of blood when necessary), and chaperoning female exams. Once the physicals were completed, I was responsible for charting and filing the completed documents. Along with my weekend duties, I also worked full time for the National Guard for a total of 26 months.Education:Microsoft Applications course July 2005 - Hamilton CollegeMedical Service Specialist Certificate, USAF-NE Air National Guard, 1985High School Diploma, Lincoln High School, 1985References:Jennifer MunsonManager, Architectural Coatings PP&G PaintPHONE NUMBER AVAILABLE - CellularMalia FritzThe Legacy Charge Nurse (LPN)PHONE NUMBER AVAILABLE CellularKristi FowlkesNE State Patrol - Records TechnicianPHONE NUMBER AVAILABLE CellularPHONE NUMBER AVAILABLE Work |
