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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Chardea Ct.Clarksville, Tennessee Street Address United StatesMobile: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEWork Experience:(Remote) Call centerThe General Insurance2636 Elm Hill Pike #510,Nashville, TN 3721406/2023 - PresentHours per week: 40Duties, Accomplishments and Related Skills:Answer an average of 150 calls per week addressing customer inquiries, solving complex problems, and providing new product and services. Issued, authorized, and reconciled the disbursement of company funds and payments. Access, verify and managed classified information and records in accordance to state regulations. Works within defined processes and procedures and determine the appropriate approach for new assignments.Ensured all requirements meet rules and regulations and thoroughly document evidence as instructed by the programs operating and procedure and internal controls. Efficiently manage office workloads to successfully achieve performance management standards. Independently analyzed and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.Effectively communicate policies and initiatives orally and in written correspondence. Research and compile analytical data to improve company outcomes. Serve as technical expert for multiple state customer service-related matters to assist the total lost adjusters in ensuring full compliance with state laws. Recommend improvements for systems and processes to boost organizational efficiency. Meet daily qualitative and quantitative for myself and team and achieve all objectives for service, productivity, and quality.Resolved customers complaint and concerns with strong verbal and negotiation skills in a clear, courteous, and straightforward manner. Researched issues on various computer systems and databases to resolve customer inquiries while maintaining a positive rapport with customer. Establish valuable business relationships with vendors and agents.Supervisor: Terrance White (615-744-1459Okay to contact this Supervisor: YesWork Experience:(Remote) Call centerAgero Kia Consumer Affairs2971 International Blvd,Clarksville, TN8/2021 - PresentHours per week: 40Duties, Accomplishments and Related Skills:Answered an average of 50 calls per day in accordance with guidelines/goals by addressing customer inquiries, solving complex problems, and providing new product information. Independently researched and resolved customer problems. Provided expert technical guidance to employees facing complex technical issues negatively impacting their work. Worked efficiently and effectively in a fast-paced, complex call center environment.Compile and interpret analytical data, to develop, estimate, prepare, and improve employee performance and metrics increasing company revenue. Provide recommendations for improving processes and improving expense management. Processes credit card authorizations upon request and/or in response to requests for assistance. Complies with all regulations, policies, work procedures, instructions, and safety regulations beneficial for the customer. Work well independently and within a team environment while multitasking and working on multiple projects.Assign and execute tasks based on agency objectives and management deadlines. Reviewed the status of assigned projects and report findings and outcomes to senior management. Initiate and execute quality reviews to ensures the programs effectiveness and quality of work meets the established company performance standards. Effectively processes customer requests and transactions in accordance with bank policies and procedures including utilizing the Language Line process to serve non-English speaking customers.Supervisor: Robyn Hall (520-270-0269)Okay to contact this Supervisor: YesStudent Admissions RecruiterAustin Peay State University Office of AdmissionsDrane St.Clarksville, TN8/2020 - 8/2021Hours per week: 20Duties, Accomplishments and Related Skills:Aid as a course improvement consultant and facilitate activities, make data driven decisions, and identify efficient and effective solutions for student enrollments.Providing students with information about admission process and answering their questions. Reviewing student applications, including their test scores, grades, and extracurricular activities. Assisting in recruiting 100+ new students by overseeing promotional events and campus tours.Provide expedient reports to academic advisors, Director of Admissions including the Dean with updates upon request. Assist Faculty with the creation of content items, units, software, and modules under the direction of the Curriculum and Faculty Developer or Program Directors. Create and maintain a database program that consisted of faculty and student records.Examined the current admission process and recommending changes when necessary. Greet students and visitors daily and provide admissions information as needed. Review and scanned confidential documents for quality control while maintaining confidentiality of department information. Build and maintained strong relationships with students to analyze problems and identify alternative solutions while maintaining the universitys policies and procedures.Supervisor: Dawn Vanderlee (931-221-7122)Okay to contact this Supervisor: YesStudent Admissions ClerkNashville State Community College1760 Wilma Rudolph Blvd. Clarksville TN8/2018 - 5/2020Hours per week: 20Duties, Accomplishments and Related Skills:Assisted in the planning direction and coordination of student instruction, administration, and services as well as other research and educational activities. Coordinate campus access services while managing the delivery of academic services to 100 plus students. Participate in campus recruiting events supporting academic enrollment paths. Facilitate recruiting fairs to the universitys corporate network both on and off site, for the purposes of increased campus enrollment.Assisted students with registration of courses, financial aid etc.Developed and kept up a database program with records of instructors and students. Assist with student record keeping, scanning of records, registration, semester processes and graduation. Assist with student enrollment, class drop requests and withdrawals.Maintain confidentiality of student and course records in an intricate database system.Created and maintained a strong rapport with students to assess issues and find different approaches while abiding by the rules and regulations of the college. Assisted students in navigating technical platforms and difficult processes. Welcome and help prospective students with general college information via in-person meetings, phone calls, emails, and campus tours. Demonstrate a working knowledge of computer systems, including the ability to handle multiple tasks simultaneously while filing, faxing and coping data.Supervisor: Meagan GoosetreePHONE NUMBER AVAILABLEOkay to contact this Supervisor: YesCase Manager Zander Insurance6213 Charlotte Avenue Nashville TN6/2017 - 8/2018Hours per week: 40Duties, Accomplishments and Related Skills:Provides general support services to the public, such as: answering phones, advising vendors, providing information regarding services provided by Community Care, screening incoming calls and inquiries calls and answering routine questions.Put Complex cases like resolving the actual issue. Compiled and interpret data using statistical methodology to complete work assignments. Served as the main point of contact for vendors. Monitors and identifies existing and potential problem areas and initiates action to correct the problem.Responds to requests from patients, vendors, and clinical staff for prompt assistance. Coordinates meetings, compiles agendas, and records attendance and proceedings. Requests, reviews, and labels record management and other pertinent documents. Retrieves patient information from other clinical settings and various computer systems.Supervisor: Tiffany Murphy (800-356-4282)Okay to contact this Supervisor: YesHR New-Hire InstructorMarket Strategies International828 Royal PkwySuite 105Nashville, TN06/2009 - 08/2011Hours per week: 30Duties, Accomplishments and Related Skills:Examine HR reports and surveys, assessing any issues, shortcomings, and insufficiencies that are found. Work together with department heads to evaluate and decide on the appropriate corrective and disciplinary measures based on employee performance and HR policies and guidelines. Oversee internal mediation processes to settle disputes between staff members, develop clever solutions, and provide management with recommendations. Orchestrated strategic planning with management officials on labor for management and employee relations. Independently research and interpret existing recruiting trends in the workforce and present recommendations to management officials in oral and written reports. Prepares variety of ad-hoc and special-action reports using data from various databases and takes personal initiative to compute required metrics, reports, and briefings to management, trainees, and all staff employees.Design and implement strategies with a focus on building a high-performance workforce. Encouraged team building in a collaborative work environment. Developed and demonstrated project management skills essential to the roles of management to equip employees. Led and developed the training curriculum and other training materials for all new-hire employees. Ensured employee performance objectives and company work rules are clear and understood to new-hire employees. Coordinates and implements strategies related to quality improvement and new organizational initiatives. Designed and implemented training base simulations for new hire classroom and employee environments to develop skills essential to employee job descriptions. Completes call quality monitoring and Statistical Quality Control (SQC) to identify best practices and/or deficiencies of the call center for trending purposes.HR Recruit, manage and instruct 20-35 employees per new-hire class, on the marketing campaign applications and research methods. Increase employee knowledge and competencies by designing web-based learning and facilitate class lecture and demonstrations compliance with the company objectives. Coach new hires on identified issues to determine proper means of resolution, monitored progress and adjusted to students changing needs. Present job-specific tools that the new hire will use for their work environment. Performs monitoring of call center staff by reviewing recorded new-hire, and agent phone calls as well as other communication channels (via email, in-person, Web Chat, text,etc.) and other systems used by organization to evaluate responses for accuracy, consistency, service recovery, and world class customer service. Review and determines if all calls fail or pass. Monitor and conduct quality audits and quality assurance while supervising and providing feedback to new hires and regular employees utilizing various software packages (i.e., Assembled, Salesforce, Excel, PowerPoint, Microsoft Power BI etc.) to prepare special reports, and briefings.Supervisor: Maria Levinson (615-886-4122)Okay to contact this Supervisor: YesEducation:Austin Peay State University Clarksville, TN United StatesBachelors Degree 8/2022GPA: 3.4 of a maximum 4.0Credits Earned: 64 Semester HoursMajor: Business Management Honors: National Leaders Society Relevant Coursework, Licenses and Certifications:Nashville State Community College Clarksville, TN United StatesAssociates Degree 5/2020GPA: 3.3 of a maximum 4.0Credits Earned: 63 Semester HoursMajor: Business Administration Honors: National Leaders Society Relevant Coursework, Licenses and Certifications:References:Name EmployerTitle PhoneEmailJetaun Spann-Walker Bleachfield HospitalMedical Staff 931-798-Manager 8372EMAIL AVAILABLEAndrea Davis Internal Revenue ServiceSupervisory HR 901-444Specialist 2176EMAIL AVAILABLELatoria Swales Tennessee Valley HealthcareSystem-Alvin C. York Advanced Medical Support AssistantPHONE NUMBER AVAILABLELatoria.Swales.va.gov Indicates professional reference |
