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PHONE NUMBER AVAILABLE EMAIL AVAILABLECustomer Support SpecialistFacilitate Coach AdvocateHighly motivated Customer Service Specialist with over 20-year experience.Seeking Medical Courier OpportunityStrong Conflict ResolutionInteractive Learning FacilitatorGroup/Individual Mindset TrainingExperiential Learning FacilitatorSocial/Behavioral Change CoachDriven Customer SatisfactionCommunication & AdvocacyMotivated Team PlayerEducation & CredentialsCopeland Center Certified WRAP FacilitatorBorough of Manhattan Community College, New York, NYMajor, Liberal StudiesProfessional ExperienceARISE VIRTUAL SOLUTION, (contractor/Independent Business Island Premier Staging LLC) Feb. 2013 PresentQuality Assurance Performance Facilitator / Customer Service Professional-At Home positionProvide real-time coaching and resource-support to Customer Service Representatives.Employ Smart Look tool to access customers computer for more efficient assistance.Implement remedial consultative vs. interrogative approach to address customer concerns.Real-time call documentation with Salesforce case software.Track, record, and conduct after-action call recap with customer service trainees.AETNA PHARMACY, PRE-CERTIFICATION DEPARTMENT Cary, NC Dec. 2012 June. 2013ContractorAnswer inbound calls within 5 seconds for Medical Providers, Pharmacist and Members.Detailed and accurate documentation of all calls.Collected clinical information and verified benefits by navigating electronic records system.Processed authorizations using strict criteria guidelinesMONTEFIORE CARE MANAGEMENT ORGANIZATION, Yonkers, NY Oct 2004 May 2011Customer Service Liaison:Required to answer calls with 30 seconds for 7 medical care centers.One of 2-person team with sole responsibility to answer calls for Claims, Billing and Scheduling departments.Contact Medical Insurance companies to rectify unpaid claims, provided correct CPT codes, ICD-10 for refiling.Assisted customers with partial payment and billing inquiries?Remained positive and professional during a high volume or normal dutiesEliminated call center errors within 3 months by identifying errors and raise staffs awareness of errors.Reduced call transfers by 6% within two months, by coaching and mentoring co-workers to effectively respond to customers.Successfully implemented attendance reward system that reduced staff absenteeism.Employee of the month winner for perfect attendance and 100% resolution of customer issues.Collaborated with 12 staff members from 4 departments to establish Morale Boosters Group a program that effectively addressed employee dissatisfaction.Volunteer & Professional Development ActivitiesTRIANGLE CHURCH OF CHRIST, Chapel Hill, NC Dec. 2015 Dec. 2016Drug Addiction Ministry Facilitator 2002- Present10-week Program that focus on use, abuse, attitudes, and behaviors that trigger abuse. Helping the actions to catch up to the consequences and taking ownership.Mindset training, transforming and renewing the mind through scriptures and consequential thinking. Then on to maturity to help someone else.Group is open to the public, as well as an outreach program to all who want to recover biblically.Organizational belief that substance abuse and addiction affect a person physically, emotionally, mentally, and spiritually. And critically, that Gods plan is for total recovery.VOLUNTEER AT WOMENS PRISONSAdvice, coach, and transport woman in re-entry to home visits and social gatherings.ADAM VANE, HEROIC CONVERSIONS: CONFLICT RESOLUTION / PRODUCTIVITY IMPROVEMENT.COMMUNICO MAGIC Customer Service TrainingCoordinated all chapter community service projects and eventsCertification HIPPA and BBP. |
