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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 experience

December 2016July 2018

YSA Representative (Flexible Spending Claims)

Randstad (Aon Hewitt)
  • Answer incoming telephone calls regarding flexible spending account, reimbursement, overpayments, benefits & claims status, resubmitting claims, mobile application, online YSA, FSA/HRA/HSA balance
  • Assist clients with claims billing problems, perform special projects as required
  • ICD-9 & ICD-10 Knowledge
  • Answer, service and document all calls pertaining to policy benefits and determine whether the call needs to be referred to a benefit specialist.
  • Healthcare Information
  • Document all calls.
  • Follow up and complete work that originates from the calls received (create workflow/commitments).
  • Customer Service
  • Data Entry
Dec 2015Dec 2016

Benefit Advocate

United HealthCare
  • Data Entry
  • Responsible for servicing existing clients. 
  • Receives and responds to customer service inquiries both written and verbal. 
  • Follows-up on customer issues
  • ICD-9 & ICD-10 Knowledge
  • Research problems
  • Process documents necessary to ensure a successful resolution
  • Handle Inbound/Outbound Calls 
  • Correspond via Email, Chat, and Phone with different departments
  • Data Entry
  • Schedule Doctors Appointments
  • Explanation of Benefits
  • Claims: Reprocess/Resubmit, explanation of bill, contact providers for more details regarding claim
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
August 2003January 2007

Hostess/Server/Line Cook

TGI Friday's
  • Greeting guests at the door
  • Seat and Presents clean menus to guests in a friendly, professional and quick manner
  • Informs them of special catch and soups (Cross Selling)
  • Front of the house taking orders, serving food and drinks, and removing dinnerware from the table in a timely manner.
  • Setting up and stocking stations with all necessary supplies
  • Preparing food for service (e.g. chopping vegetables, butchering meat, or preparing sauces)
  • Cooking menu items in cooperation with the rest of the kitchen staff
April 1999March 2003

CarHop/Line Cook

Sonic Drive- In
  • Delivering food via Skating
  • Ensuring that all restaurant menu items meet operational standards
  • Making accurate change quickly and efficiently for restaurant guest
  • Carrying and balancing a tray weighing up to 25 pounds.
  • Setting up workstations with all needed ingredients and cooking equipment.
  • Preparing ingredients to use in cooking (chopping and peeling vegetables, cutting meat etc.)
  • Cooking food in various utensils or grillers.

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 School

HIGH SCHOOL