Download PDF

Customer Service Professional

Highly efficient Customer Service Professional with experience in a wide range of administrative functions, staff management, and operational oversight to ensure exemplary customer service.

  • Direct wide range of office procedures including administration, bookkeeping, customer service, scheduling, event planning, and special projects.
  • Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.
  • Leverage outstanding organizational and analytical skills to evaluate and revise administrative processes and improve accuracy and efficiency.
  • Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.
  • Proficient in Microsoft Office (Word, Excel, Access, Outlook, PowerPoint), QuickBooks, Quicken, Lotus 1-2-3, and Internet research and applications.
  •  

                          

Work History

October 2015November 2016

Benefit/Health Advocate

United HealthCare- Greensboro, NC
  • Responsible for servicing existing clients. 
  • Receives and responds to customer service inquiries both written and verbal. 
  • Follows-up on customer issues, researches problems and processes documents necessary to ensure a successful resolution. 
  • Handles calls and correspondence that are predominantly routine but may require some deviation from standard procedures.
  • Provides Benefit & Eligibility information to callers.
  • Heavy Data Entry/Notation
  • Claims Processing/Re-Processing
  • Resolves Claims Issues/Problems dealing with Adjustments/Prior Authorizations.
  • Schedule Doctors Appointments for Clients
  • Assist with Billing/Payment Issues/Concerns
  • Assist with locating INN or OON providers
  • Providing Deductible/OOP/OOP Max information to callers

Jul 2013June 2016

Guest Services Shift Leader/Supervisor

Live Nation (call center)
  • Cashier, ticket taker, security, greet guests, office duties (fax, email, telephone customers)
  • Inbound & Outbound Calls
  • Technical Support Issues (Website, Sign On, PC issues, PW resets, etc)
  • Data Entry
  • Payments and research information
  • Food/Beverage & Product Retail
  • Check tickets, and direct guests to their seats.
  • Delivering accurate ticket pricing and information
  • Ensuring each guest to the PNC Music Pavilion has an enjoyable and safe visit by tending to all needs of public safety and security as directed by management.
  •  Controlling and managing crowds, performing guest services functions. (i.e. Directing guests)
May 2012May 2013

Customer Service/Teller

Wells Fargo
  • Assist callers (Inbound/Outbound) & walk ins with utilizing online banking, bill pay, cash handling
  • Mathematical operations
  • Drive-thru banking transactions, assisted residential & business customers with withdrawals/deposits, night drops, money orders, cashiers checks, ordering checks, and account information
  • Office duties (fax, email, mail, and telephone customers & corporate offices regarding account information)
  • Technical Support (Acct & Online, PC & Tablets resets and tech support, online banking support)
  • New account incentives & sales
  • Data entry and accurately balancing drawer
Apr 2011May 2012

Customer Service Supervisor

K-Mart
  • Assist customers with location & purchase of merchandise, credit card/reward card sales, insurance/warranty sales, cashier, returns, exchanges, money orders, lottery winnings
  • Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.
  • Accurately balance drawers, office duties (fax, email, mail, telephone corporate & local offices)
  • Technical Support (Online)
  • Answer incoming calls regarding products & services in store & online
  • Outgoing calls to customers following up on products & services
Jan 2010Jan 2011

Online Banking Representative (Call Center)

Wachovia (Call Center)
  • Assist callers (inbound/outbound) with password resets, utilizing online banking, online banking walk thru, bill pay, bill pay set up
  • Technical Support (Signing up, Setting up, Error Msgs)
  • Assisting callers with receiving accurate account information
  • Fax, mail, and email documents to customers, local & corporate offices, and using problem solving skills to attain One Call Resolution
  • Heavy data entry
Feb 2007Sep 2009

Cashier

Wal-Mart
  • Assist customers with location & purchase of merchandise, credit card/rewards sales, insurance/warranty sales, cashier, process payments for merchandise
  • Actively gain bonuses/incentives
  • Accurately balance drawers at end of shift
Oct 2006Dec 2006

Business Customer Service Representative

Cingular
  • Respond to incoming calls from employers, employees, and other business affiliated company users regarding billing issues, customer support, technical support, process payments, payment information, and basic information.
  • Data Entry
Apr 2006Oct 2006

Collections Representative

CitiCards
  • Contacted consumers via auto-dialer regarding past due credit card balances and protection agreement balances
  • Set up payment arrangements, postdated checks, and bank drafts
  • Update notes, account information, and payment information
  • Quarterly capped bonuses/incentives based upon performance.
  • Data Entry
Jan 2006Apr 2006

Customer Service Representative

U.P.S
  • Assisting callers with accurate route information & possible location of package, pick up information, time & date of arrival
  • Accurately locate lost packages through the customer contact center
  • Fax & Email information to and from Hub regarding customers package locations, pickups, and closing times.
Oct 2004Nov 2006

Hostess/Server/Cook

TGI Friday's

Seat guests/take food and drink order, cash handling, open/close restaurant, food prep, food runner, up-sales, drink/dessert sales, cook from provided recipe & ingredients, inventory, sanitation duties, freezer duties, organizational skills, and dessert preparation.

May 2003Sep 2004

Customer Service/Cashier

Bi-Lo

assist customers with location & purchase of merchandise, credit card/reward card sales, coupon/subscribe sales, reward card sales, stocking, carts, insurance/warranty sales, cashier, returns, exchanges, money orders, lottery winnings, accurately balance drawers, office duties (fax, email, mail, telephone corporate & local offices), answer incoming calls regarding products & services in store & online, and outgoing calls to customers following up on products & services.

May 1999Mar 2003

Carhop/Prep-Cook

Sonic Drive In

Cash handling, open/close restaurant, deliver customer orders promptly, salad prep, take food (prep) and drink order (prep), food runner, up-sales, drink/dessert sales, cook from provided recipe & ingredients, inventory, sanitation duties, freezer duties, organizational skills, and dessert preparation.

Apr 1997Jun 2006

Mentor/Member

College Bound Sisters
  • College Bound Sister's is a Scholarship program for youth girls funded by U.N.C.G. (University of North Carolina at Greensboro).
  • The program was designed to assist with college funding and mentor young girls on the importance of abstinence, safe sex, and education.
  • This program also educated youth girls on different subjects such as: abstinence, life choices, safe sex practices, STD's, mentoring, volunteering, career education, and development life skills.
  • Activities Performed Include: United Way Volunteer/Gift Wrapping, Toy Drives, Volunteer for various Homeless Shelter's, Charity Events to Benefit Major Organizations such as: March of Dimes, Aids, Cancer and etc.
  • Mentor young girls and boys, retreats for life skills, participated in question/answer panels topics include: safe sex, abstinence, education (college), and STD's.

Education

Oct 20132015

Bachelor's in Business

Everest

Business Marketing Major/Communications Minor

Aug 2008Aug 2010

Business Major/Communications Minor

Guilford College

Took all prerequisites. Began some major courses.

Aug 1999Jun 2003

Diploma

James B Dudley Senior High Schoo

HIGH SCHOOL

Interest

Mentoring Youth

Reading

Writing

Tutoring

Painting

Music

Volunteering

Traveling