Mail room Clerk / Centene - Farmington, MO02/2019 - 03/2019
The Job requirements consisted of sorting through Health Insurance Claim Forms, Explanation of
Benefits, Appeals forms, Medical records, and other Medical related documents.
While adhering to
guidelines, procedures, and rules that differ depending on the State the Medical facility is located in.
For documents that would need to be placed in multiple stacks I would make copies when needed.
Verify the information was duplicated correctly and would be legible for the analyst.
through the claims and documents and there were enough to batch them out.
I would transport my
batches over to the weighing station where I would weigh them out and record the page count.
the batches were weighed and recorded I would bring them to the scanning stations.
I would enter in the appropriate information that corresponds to the sorted and batched pages.
the settings were input I would commence scanning the documents which were then put into a system
for analysts to review and key in the pages information in order to make it a digital representation.
Customer Service Representative/Lab Support/Team Lead / Startek Project Call Center - Farmington, MO03/2014 - 09/2018
The role I was originally hired for was a Customer Service Representative for Sprints National Sales
As a CSR for NSS I would handle inbound calls from Sprint Store representatives who would
need assistance on the customers account.
From changing a customers price plan to adding on
or removing features.
There were multiple verification steps in order to maintain security for the
protection of our customers personal information.
If an issue arose that I didn't have the answer to
I had multiple tools that I would use to find out the answer.
Using a system that was a compilation
of documents with a search feature.
I was able to ascertain the solution to almost any problem or
Due to excelling in my role as a CSR in the NSS department I was selected to move to Customer
The goal in this newly acquired department within Sprint was to save customers who
wanted to cancel their services.
Whether they wanted to leave and go to a new company with all of
their lines, or if they only needed to remove a single line.
My goal as a CAS agent was to make sure
the issues the customers were having with the company or their cellular service were taken care of.
I would use my extensive knowledge of price plans from past promotions to lower customers bills if
that's what they required.
Using the main system for accessing accounts I would get approval from
supervisors and make adjustments to bills if the customer was paying over the monthly amount they
were originally quoted.
I ended up doing so well within this line of business I started assisting new hires
during their on boarding process.
As a Lab support assisting new agents during their first 4 weeks of calls.
I would help agents with how
to approach situations.
I would explain to them how to navigate the systems and programs.
also assist them when they would encounter a systematic error.
I would explain to the representative
why they received the error.
As well as how to avoid it in the future.
I would sit down with specific
agents if they were struggling with certain aspects of the job.
If they were having issues finding certain
information in the provided systems and applications.
When they didn't understand how to approach
a customer with information.
I would guide them to where they needed to be in the system.
assist them in the wording and tone that could work the best.
I always let them find the answer instead
of just saying it.
Then the agents would have that knowledge for the future.
It would also boost their
confidence, knowledge, and ability to perform the tasks of the job that are essential toexcel.
months of being a lab support I was promoted to a Team Lead within Customer Account Services.
As a Team Lead I was assigned a team of agents that I was directly responsible for.
As a Team Lead all
the agents on the floor always knew they could count on me.
Using a ticket tracking system My team
and the other agents on the floor would submit questions, requests, or escalations.
Using the ticket
tracking system I would answer agent requests in the order they were displayed in the system.
this method removed any unfair treatment as I would not skip tickets.
Another duty as a Team Lead
was to handle coaching sessions with my agents.
During these times I would go over different metrics
the agents could work to improve upon.
I would use my previous experience and suggest strategies
and ideas that helped me when I was an agent.
I would always make sure there were positive aspects
of the agents coaching.
To deter from bringing the agents morale down.
Crew Member and Lead Crew Trainer / McDonald's - Desoto, MO10/2004 - 10/2013
As a crew member I performed all the normal crew duties as well as closing the store.
When i took on
the role of Lead Crew Trainer I would train and certify any current employees or new hires.
Daily job activities include handling inbound calls from patients, Doctors offices, and Hospitals.
assist getting the patients the correct equipment sent to their location.
Patients would also call in to
place orders for other Durable Medical Equipment they were approved to receive.
After the centers
would close I handled emergency response type calls and situations.
Patients having issues with
their Concentrators and other equipment would call in for assistance.
Using the tools provided by the
company I would Troubleshoot the specific issue.
Depending on the equipment involved and the ability
to troubleshoot I would deem whether or not the situation was an emergency.
If it was categorized as
one I would then reach out to an On Call specialist providing them with the information in order for
them to go and fix or replace the patients equipment.
I would then update the patient on the resolution
to their call and let them know the on call would be calling as soon as they are available to do so.
would also creat new accounts for patients that were referred to the company.
Upon fhe creation of the
account using the information provided from the patient.
I would then coordinate with their local center
and convey all the information that was relayed to me over the telephone.
Every account created or
accessed would then be notated thoroughly to explain anything that was discussed while still on the
At the beginning and ending of every call I would make sure to always say the company name
to assist with branding and building rapport and trust with the patients.
My number one priority at
the company was making sure the patients were safe, happy, and that their issues were resolved.
I couldn't provide a resolution due to limited capabilities via the system or center location.
explain the steps needed to be taken to the patient and communicate with the correct department
or center to make sure the patient was aware the issue was being worked on and there will be a
Education and Training
ITT Technical Institute - St. Louis, MO2011None: Graphic Design
Hillsboro High School - Hillsboro, MO2008High school: General studies
, I am a very positive person that will always make sure I work as hard as I can. I enjoy being productive
at work. I learn and retain information very fast.