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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLESUMMARY:Dedicated Customer Service Representative professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase positive and drive business results. Professional Call Center Representative committed to providing courteous, prompt, detailed, and accurate support experience managing large amounts of inbound/outbound calls and handling important issues with patience and tact seeking Long-Term full-time employment opportunitiesCERTIFICATIONS AND LICENSES:Pursuing: Entry Certificate in Business AnalysisEDUCATION:Attended Colorado Technical University. Associate in Business Administration Program. Graduated 3.47 GPAOrganization: IIBA Membership Chapter is DC MetroPursuing: Entry Certificate in Business AnalysisSKILLS:Ability to provide attention to detail.Ability to be resourceful and proactive in dealing with issues that may arise.Strong written and verbal communication skills.Strong problem-solving skills.Good organization and time management skills.Efficient typing and data entry skills.Skill and ability to work in a fast-paced, highly dynamic environment.Computer LiteracyStrong phone skills, including soft skills and active listening skillsData entry experienceCustomer service drivenAbility to multi-taskUtilizing ServiceNow. Swift, Mercury, CP3 WIP Management, and DTE.Chat LingualSAP 7.6 Easy AccessInteraction DesktopSAP FieldglassEmail, chat, and phone.CRMCMMSAs400Lega Suite-City of Petersburg databaseTrace Force/Sales Force-MDHHS DatabaseSapRBCC-Seibel, iGATE, Synergy, Base-Bank of America DatabaseVDH DatabaseTeamsSkypeZoomMicrosoft 2016 products: Outlook, Word, PowerPoint, ExcelPROFESSIONAL EXPERIENCE:Call Center/Customer Service Representative I- Member Services- Health InsuranceA full-time position working remotely for Centene, interacting with customers to supply information in response to inquiries about products and services and to handle and resolve complaints. Responsible for deciding the clients issue, offering workable solutions, or supplying follow-up as needed. Handle calls daily from Marketplace and Off Exchange members about billing, payments, authorizations, benefits eligibility, claims, and finding a doctor.Respond to telephone inquiries from members within established times using current reference materials and available resources.Provide first-call resolution by working with proper internal/external resources and ensuring the closure of all inquiries.Aid members with website registration and navigation.Document all quality and metrics reporting activities through the Customer Relationship Management (CRM) application.Maintain performance and quality standards based on established call center metrics, including turn-around times.Verifying members enrollment status by reviewing Medical and Pharmacy claims, appeals, and grievances status. i.e., (approved, pending, processing, paid denied) and looking up authorizations and referrals.Going over Plan summary, Summary of Benefits. Researching CPT and ICD 10 Codes.Processing payments, refunds, audits, and payment tracers.Filing complaints, grievances, and appealsPlace calls to Market Place to verify plan change and enrollment status.Updating members information in Omni, i.e., (Phone, email, address, PCP, PPG, Ethnicity, Race, and Language).Utilizing Support, A Use application to supply remote support on the Members Portal.Utilizing My Care Card Web Portal Card Administrative Users virtual interaction Level 2 accessUnlocking members accountsRequesting New cardsReport lost or Stolen CardsUpdating members demographicsViewing members transaction DetailsApplications Use: CNET Centene Connect Central Point Research Articles Portico- Provider NPI search, Hat Codes, Par and Non-Par Status Taleo TruCare Cloud Viewing J-Codes Authorizations, Viewing J-code Denial and Letters Amisys Advance v6- Members cost share Deductibles, Max Out of Pocket (MOOP), Family Cost Share,Family Out of Pocket Max (FOOP), Visit Max Viewing Screen Outlook- email Excel Omni Production CSR-Members Plan Information Documentation Screen AWS- Phone System Cisco AnyConnect Secure Mobility ClientPyramid Consulting, Inc Remote 11/24/2022-6/3/2023Call Center/Customer Service Representative I- Member Services- Health InsuranceA temporary position working remotely for Centene, interacting with customers to supply information in response to inquiries about products and services and to handle and resolve complaints. Responsible for deciding the clients issue, offering workable solutions, or supplying follow-up as needed.Handled calls daily from Marketplace members about billing, payments, authorizations, benefits eligibility, claims, and finding a doctor.Respond to telephone inquiries from members within established times using current reference materials and available resources.Provide first-call resolution by working with proper internal/external resources and ensuring the closure of all inquiries. Aid members with website registration and navigation. Document all quality and metrics reporting activities through the Customer Relationship Management (CRM) application. Maintain performance and quality standards based on established call center metrics, including turn-around times.Verifying members enrollment status by reviewing Medical and Pharmacy claims, appeals, and grievances status. i.e., (approved, pending, processing, paid denied) and looking up authorizations and referrals.Going over Plan summary, Summary of Benefits. Researching CPT Codes.Processing payments, refunds, audits, and payment tracers.Filing complaints, grievances, and appealsPlace calls to Market Place to verify plan change and enrollment status.Updating members information in Omni, i.e., (Phone, email, address, PCP, PPG, Ethnicity, Race, andLanguage).Utilizing Support A User Application tool to support the members on their portalUtilizing My Care Card Web Portal Card Administrative Users virtual interaction Level 2 accessUnlocking members accountsRequesting New cardsReport lost or Stolen CardsUpdating members demographicsViewing members transaction DetailsArtech LLC Remote July 25th -September 7th, 2022Customer Service Financial Service Desk-AnalystA temporary position working remotely for Deloitte Global Workforce Solutions through Artech:Handling Inbound Calls, Chats, and emails to assist Deloitte in-house employees with Level 1 financial software application issues over the phone, chats, and emails promptly so that they can perform their job and be productive for the firm. Research KBs in Service management knowledge documents. It might involve either direct resolution of the problem or escalation to another team. High expectations with the ability to resolve issues on the interactions within the Global Center. Recognize that some issues can only be resolved by teams outside the Contact Center. Documenting and entering Incident tickets into the Service Desk and utilizing Chat Lingual/phone and email to communicate with users.Utilizing ServiceNow. Swift, Mercury, CP3 WIP Management, and DTE.SAP 7.6 Easy AccessInteraction DesktopChat LingualSAP FieldglassEmail, chat, and phone.TeamsSkypeZoomMicrosoft 2016 products: Outlook, Word, PowerPoint, ExcelFirst Tek Remote April 2022-June/2022Administrative Assistant -Non-ClinicalA temporary position working Remotely for Sentara/Optima Health through First Professionals performing system migration in support of the Care Plan Coordination Team by: Retrieving Care Plan information via Symphony and Migrating Care Over to JIVA.Utilized multiple screens/ triple monitorsMS Office Products: Excel, MS Word, OutlookMicrosoft Teams and WEBEX for Team meetings and training.Wavenet, Workday, Jiva, Symphony DatabasesWorking with little or no supervisionAbility to work both independently and cooperatively as part of a team with enthusiasm, initiative, and creativityAlexon Service Corporation Remote January 2022-February 2022Remote- Sr Customer Service Representative-Inbound RemoteA temporary position working remotely for Bank of AmericaInbound phone team environment assisting external Bank clients, (participants in corporate-sponsored retirement and health plans) with financial transactions and inquiries.A fast-paced work environment provides an excellent opportunity to build a strong foundation for a career in the financial services industry.Assists with 401(k), Stock Options, and Health Benefit Solutions.Call center experience; Financial Acumen; High service aptitude; Service to Sales acumen; Strong communication skills (verbal and written); Innovative thinking; Detail-oriented; Strong problem-solving and decision-making skills; Flexible; Team-oriented; Client focused; Positive attitude.Processing Loans/WithdrawalsResearching Accounts-thru SeibelPassword ResetsBalance InquiriesProcessing RolloversUtilized multiple screens/ dual monitorsEntering Data into the RBCC Database22nd Century Technologies Remote Sept.2021- Jan.2022Contact TracerA temporary position through 22nd Century Technologies for the State of Michigan Health and Human Services (MHHS) remotely to contact suspect COVID-19 or confirmed cases. Working via the MDHHS Database to access contact information.Initiate prompt communication with people exposed to COVID-19 (contacts) through text, phone calls, email, and other communication platforms as necessary.Recommended infection prevention and control practices at a home or non-home residential setting can be found on the CDCs Interim Infection Control Guidance for Public Health Personnel.Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds.Verify the contacts identity during initial communications and prior to disclosing confidential information.Assure confidentiality and carry out efforts to locate and communicate with clients in a manner that preserves the confidentiality and privacy of all involved.Notify the contact of their exposure to COVID-19, provide COVID-19 health education.Notification of exposure in a manner that maintains the confidentiality of the patient (or person who was diagnosed with COVID-19) and ensures that the identity of the patient is NOT disclosed.Confidentiality. HIPPA training and certification.Making Outbound Calls, retrieving data, Entering Conversation, time, and date with Contact into Trace force/Salesforce Database for COVID Exposure Information for tracking for the MDHHS.USA Staffing Onsite Oct. 2020-July 2021Call Center RepresentativeA two-part position performing services through USA Staffing for The City of Petersburg:Billing and Collection call center to resolve customer billing inquiries of Water and Trash services, Personal Property, and Real-estate Taxes.Retrieval of Customer accounts via Petersburg City database Lega Suite.Assisting callers to resolve billing inquiries.Routing calls to the appropriate departmentNavigating customers on how to create accounts, research information and pay bills via the Petersburgva.gov website.ConfidentialityEntering/ Researching/Retrieving Data into the City of Petersburg Lega Suite DatabaseContact Tracer Call CenterAssisting Callers in registration and setting appointments for COVID-19 Vaccinations and COVID-19 Testing.Registering callers for vaccination via the VDH websiteRegistering in person at vaccination events via walk-ins or appointmentsResearching and providing answers to caller inquiries via Virginia Health Statewide Database.Entering, retrieving, researching, and managing data via the VDH websiteHIPPA. PHI. PII. Confidentiality. Data Breach.Utilizing Microsoft Office 365 products (excel, outlook, one drive)Entering data through VDH DatabaseEntering Data onto Excel SpreadsheetsCustomer Service Representative -Call CenterMaximus - Chester, VA September 2020 to October 2020Responding to numerous phone inquiriesUsing standard technology: telephones, e-mail and web browsersAssisting callers in finishing online applications Completing daily electronic call logs. Filling out timesheetsAdhering to privacy rulesConnecting callers with leadership as needed Maintaining up-to-date knowledge of regulations and policies as they apply to the healthcare programs, we serviceReporting problems through an easy online systemResponding to telephone inquiries within set time parameters Completing all assigned training, as necessary.HIPPA. PHI. PII. Confidentiality. Data Breach.Skye Is the Limit Residential Services Colonial Heights, VA June 2020 to September 2020Administrative AssistantProvide administrative support services to the executive leadership team to gain extensive knowledge of administrative functions within a residential service organization for individuals with intellectual and developmental disabilities. Responsibilities Include but not limited to: Project and program management, administrative assignments, filing, and reporting.Research data collection, answering phones, greeting guests, billing and invoice process, scheduling, and meeting setups.Handling office tasks, such as filing, making copies, sending faxes, and setting up meetings rooms . Assisting in managing the flow of paperwork.Ensured office is maintained in excellent condition, with admin systems maintained and stationery and consumables readily available and stocked.Contributing to team effort by accomplishing related results as needed. Anticipating the needs of others to ensure their seamless and positive experience.Miscellaneous administrative tasks as assigned.Time management and organizational skills. Verbal, written, and interpersonal skills. Knowledge of computers and software packages: MS Office, Excel, and PowerPoint, ability to effectively manage multiple work assignments within established deadlines and timeframes. While remaining professional. Privy to confidential medical information.HIPPA. PHI. PII. Confidentiality. Data Breach.Numerator Field RepresentativeDepartment of Commerce -Census Bureau Hopewell, VA - Hopewell, VA August 2020 to August 2020 August 2020A temporary position performing a service for the Census Bureau: collecting uploading handling confidential data to be recorded into the Decennial System for the 2020 Census Report.Sworn into position to maintain the utmost confidentiality of sensitive information Duties:Receive data from the residence of the current individual living at said address for a set period Correct and add data from the residence of any additional person living at said address.Revisit the address assigned if the first attempt is unsuccessful.Leave notification of the first visit at the residence, and attempt to collect data on the second or third visit. Record all data received from the residence and report the completed data forms to the field supervisor.Utilized a handheld tablet to enter information into the Census Bureau Database.HIPPA. PHI. PII. Confidentiality. Data Breach.UPS Richmond Richmond VA 2018 to 2019Warehouse WorkerResponsibilities include the following: responsible for the unloading, sorting, scanning, and loading of packages in the hub.Landair DistributionsStockroom/ Warehouse Associate Chesterfield, VA 2003 to 2012Efficiently utilized customer Service skills in distributing and receiving materials in a Manufacturing/Production Environment to satisfy customers by work orders, trouble calls, and planned jobs and Cost Center for Altria/Phillip MorrisPerformed record research, and storage retention, through the SAP-R2 SAP-R3 database.Handled and executed inventory Auditing through Daily Cycle Counts.Timely Ordered supplies at customer demands and coordinated shipping and receiving duties.Researched and maintained files of distributed and MSDS product informationCommunications via email, telephone, and two-way radio frequencyInvestigated and reconciled inventory balance discrepancies. Experience in handling and distributing of production machine equipment, maintenance equipment, plumbing supplies, PVF, waterworks, fire, and fabrication products as well as HVAC equipment, raw materials,Entering Data into the SAP DatabaseEntering shortages, Overages, issuance, credits, and reconciliations onto Excel Spreadsheets and into the SAP database for product movement and trackingProper Disposal of Obsolete Materials/equipmentOrder fulfillment and Staging planned JobsRelocating, storing, and movement of materials and equipment via pallet jack and forkliftAbility to communicate effectively with all levels of profession in the workforceProgress Index Newspaper Petersburg, VA January 2001 to February 2003District ManagerProfessionally executed the function of recruiting, hiring, and training for Single copy subscribers within a geographic area with Facilitation and Strong Leadership over 20-25 contracted carriers in a Business/Office environment.Provided solutions to subscriber's service complaints quickly and effectively by communicating with Subscriber and Carriers.Effectively analyzed and interpreted reports generated through the AS400 customer database.Was responsible for detailed explanation and fulfillment of contracts and expected duties to carriers and collaborated with the Customer Service Department as part of Customer Satisfaction. Selected Accomplishments: Achieved Customer Service Satisfaction Received Monthly Bonuses for Performance the first year and a half of employment.Honeywell Performance Fibers Chesterfield, VA 1998 to 2000Production TechnicianPerformed the functions of disposing of un-useable materials and storage of recyclable materials. * Supplied external departmental customers with materials in the production of the finished product in a manufacturing setting at the Direction of Supervision and Management Selected Accomplishments: Received several gifts for non-loss working Hours in Injuries in Compliance with OSHA Safety Rules and regulations. |
