Customer Service Representative and
Military Veteran with over 10 years of proven experience in the United
States Navy and Customer Service
Industry. As a naval logistics specialist, I managed inventories of repair parts and general supplies that supported ships, squadrons, and shore-based activities. I procured, received, stored, issued material and repair components. I operated Navy Post Offices, finance windows, sorted and distributed all official and personal mail. I also utilized financial accounting and database systems.
Possess a comprehensive background in Call Center Operations
derived from working within 5 separate
call centers. Consistently achieved above set metrics. Communicated all information via email and phone to client and vendors.Quickly and effectively solved customer challenges.Developed a strong rapport with clients to ensure customer satisfaction.
Complex problem solving
Meticulous attention to detail
Effective time management
Expert in customer relations
Adapt to change quickly
Strong organizational skills
Recipient of Quick Job ScholarshipMicrosoft Office Applications Certificate Certificate of Completion for Mastering Payroll
Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Reviewed medical records for completeness, assembled records into standard order and filed records in designated areas according to alphabetic and numeric filing system.
Benefits Verification Specialist11/2016 to CurrentLash GroupFort Mill, SC
and benefits on all patient referrals
Conduct outbound calls daily to the patients Insurance companies, to ensure their coverage is still active.
Meet goal expectations daily with 12 records verified
Obtains verbal and written
authorizations for planned medical treatment from appropriate source
Ensures all referrals are received and
necessary requirements are met for all required procedures
Validates insurance information
accuracy completeness, resolving discrepancies as needed
Communicate any and all financial
responsibilities and additional information necessary for processing
insurance to the patient
Senior Customer Service Representative03/2016 to 09/2016Computer Science CorporationBlythewood, SC
Customer Service Representative for
Global Atlantic Financial Group life business.
Handled inbound calls
from policy holders and answered
inquiries on policy related issues.
Corresponded with current customers
or agents to obtain and/or relay
information regarding account status or changes.
Mailed, faxed or emailed
benefit and enrollment materials.
Reviewed enrollment applications for
Provided efficient processing of customer policies such as
status and coverage changes.
Utilized knowledge of
products to assist new and existing customers with product acquisition
Call owners of delinquent accounts on a
monthly and weekly basis to solicit payments
Appointment Scheduler10/2014 to 03/2015United WayColumbia, SC
Scheduled appointments for
immunizations, WIC, Preventative Health, and Family Planning in accordance
with HIPPA law
Interacted with at least 60 clients
per day while following designated call scripts
Faxed medical records utilizing
Microsoft Office to other counties throughout the state
Operated as a member of a 44 person
team while achieving a 98% success rate surpassing the average
Customer Service Representative02/2012 to 02/2013TeleperformanceColumbia, SC
Assisted customers on behalf of DirecTV
while operating in a 15 person team
Cross-sold additional television
programming packages utilizing basic sales techniques
Aided angry customers through using
customer service techniques and explaining customer bills
Logged telephone calls in accordance
with organizational policy
Provided basic troubleshooting for
customers experiencing equipment issues
Maintained an average call of 6
minutes surpassing organizational goal
Customer Service Representative06/2008 to 05/2009NCO GroupHampton, VA
Operated as a customer service
representative within a call center for T-Mobile
Assisted customers with telephone
upgrades and replacements; cross-sold phone accessories
Provided basic troubleshooting for
customers with technical issues; processed bill payment
Logged calls within organizations
policy to include "bread crumbs" to assist in researching issues
Maintained a 5-6 minute average phone
call surpassing set standards
Ships Servicemen (Logistics Specialist)08/2006 to 05/2008US NavyNorfolk, VA
The duties performed by logistic specialists include: ordering, stocking, issuing repair parts, clothing and general supplies
Maintained financial records and accounting systems
Maintained inventory databases for material stocked in shore based warehouses and ship storerooms
Performed duties associated with hazardous material control and management
Organized and maintained databases, correspondence files, and reports
Maintained logistics and financial publications and CD-ROM libraries;
Managed and operated Navy Post Offices, ashore or afloat
Accounting and Payroll Specialist2015Midlands Technical CollegeIrmo, SC, USA
Recipient of Quick Job Scholarship
Microsoft Office Applications Certificate
Certificate of Completion for Mastering Payroll
Bachelor of Science: Criminal JusticeSouth UniversitySavannah, GA, USA