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Computer Skills
  • Microsoft Office
  • Microsoft PowerPoint
  • Email
  • Microsoft Excel
  • Outlook
  • Web and Social Skills
  • Type 35 words per minute
  • Operating systems (Windows 7,8,9 and 10, chrome OS, Linux and MacOS)
Medical Software
  • MEDI- Verify member eligibility
  • OMNI-Document and open member and provider account
  • Portico- Check Provider Status
  • Truecare-Complete Health Screening & Check member Authorizations
  • Amisys- Check provider statues and also used to process claims
  • NPPES- Used to vitrify a provider
Skills
  • Work independently as well as in a collaborative environment
  • Communication skills – written, verbal and presentation
  • Problem assessment and solving
  • Attention to detail and accuracy
  • Strong Computer skills and knowledge of relevant software
  • Knowledge of clerical and administrative procedures and systems such as filing and recordkeeping
  • Customer service oriented
  • Planning, calendaring and organizing
  • Information gathering and monitoring
  • Flexibility and adaptability
  • Knowledge of operation of standard office equipment
  • Ability to work successfully as part of a team
  • I enjoy a fast paced environment
  • Strong interpersonal skills
Work History
P & M Health Care Consultants Manager//Carbondale , IL//July 2016 to Current
  • Directed work of as many as 50 employees focused on Heath consulting
  • Supported Chief Operating Officer with daily operational functions
  • Implemented marketing strategies which resulted in 12% growth of client base
  • Developed new process for employee evaluation which resulted in marked performance improvements
  • Screened all applicants based on their qualifications and background
  • Pre-screened all resumes prior to sending them to company hiring managers for consideration
GradImages® Brand Ambassador //Based Location //May 2018 to Current
  • Informing large groups of prospective graduates about GradImages and the products and services provided
  • Assisted the photographers by guiding the participants during onsite photo ops
  • Distributed and collected graduate name cards and contact information
  • Organized, setting-up and breaking down event equipment
IlliniCare Health -Centene Corporation Member Service Representative II//Carbondale, IL//March 2018 to July 2018
  • Initiate and respond to telephone and written correspondence with members, providers and/or other insurance carriers within established time frames utilizing current reference materials and available resources.
  • Process correspondence, provide the appropriate level of updates via tracking systems and follow up with the initiating party.
  • Maintain performance and quality standards based on established metrics, including turn-around times.
  • Research and identify any processing inaccuraciesand route to the appropriate team for adjustment.
  • Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement, and call reduction.
Direct Connection Campaign Services Lead Canvasser//Carbondale, IL //October 2018 to November 2018
  • Going door-to-door to share patient services and policy issues of importance to communities with individuals
  • Encouraged civic engagement through voter participation
  • Encourage individuals to get involved in accountability actions by signing up to volunteer
  • Worked with a canvassing partner to complete all turf goals in timely fashion
  • Reporting on daily activities and canvassing results
  • Recruitment and coordination of volunteer canvassers
P & M Heath Care Consultants Administrative Assistant//Carbondale , IL//June 2014 to July 2016
  • Performes Operations, administrative and Clerical tasks
  • Provided general administrative and clerical support including mailing, scanning, faxing and copying to management
  • Perform data entry, filling and scan documents.
  • Answering Call & emails from Clients regarding their inquiries
  • Prepared and modified documents including reports, drafts, memos and emails schedule and coordinate meetings, and travel arrangements for Manage.
  • Processed daily invoices and billed renewed invoices to clients
  • Assisted P & M Heath Care Consultants in the recruiting, hiring and development.
  • Encouraged creative thinking, problem solving, and empowerment as part of the facility management group to improve morale and teamwork
  • Assisted in resolving and satisfying client requests and internal operational issues
volunteer leadership experience

Volunteer Coordinator

  • Child Family Health International- Accra Ghana- May 2019 to August 2019
  • Organized and coordinate volunteer schedules
  • Assisted the Volunteer Coordinator with training of volunteers
  • Organized volunteer housing and meal cards
  • Maintained records of volunteers
  • Updated and prepare weekly volunteer packets
  • Attended weekly wrap up meetings with volunteers
  • Assisted with volunteer orientation once a week
  • Attended meetings with the Volunteer Coordinator as needed

Program Assistant - Food Pantry

Victory Christian Center- every Wednesday & Sunday October 2017- December 2018

  • Sorted and stocked food items on shelves, in coolers, in freezer, in warehouse
  • Moved pallets with a pallet jack
  • Provided support and assistance to volunteers
  • Interviewed new pantry guests
  • Checking in pantry guests
  • Shopping with and for pantry guests
  • Entered data
  • Cleaned and trash removal

Food Bank Coordinator

Food Bank CENC Durham NC June 12 2017 to June 20 2017

  • Ensured a high quality service distributing food to people in need
  • Assigned volunteers and community service workers to physically appropriate tasks
  • Continuously improved Food Bank operations and staff/volunteer management
  • Entered client information into computer
  • Received and pick up food from various donors
  • Prepared and delivered food bags to senior and homebound clients
  • Received and pick up food from various donors
  • Maintained food prep/storage areas

Volunteer Coordinator

Boys & Girls Club of Carbondale April 05 2014 to July 26th 2014 ( Every Weekend)

  • Researched and write volunteer policies and procedures, including risk assessments
  • Interviewed and recruited volunteers and ensure they are appropriately matched and trained for a position
  • Organised rotas and provide inductions and training
  • Monitored, supported, motivated and accredit volunteers and their work
  • Offered advice and information to volunteers and external organisations through face-to-face, telephone and email contact
  • Organised profile-raising events to attract new volunteers
Certifications
  • Member Services Training (MST) (CSR)- Illinicare Health
  • Member & Provider Services Training-Illinicare Health
  • Health Insurance Portability and Accountability Act Training- Illinicare health
Credentials
Bachelor of Health Services Administration Florida International University(online)// Miami FL //Expected in May 2021
High School Diploma Bridgeway Academy // Catasauqua, PA
Affilations
  • Member of the National Honor Society Club
  • Member of the Student Leadership Team Club
  • Member of the Future Business Leaders of America Club
Local volunteer work
  • St Francis Xavier Catholic Church June 2004-present( Every weekend)
  • Carbondale Eclipse Weekend Volunteer 2017
  • Southern Illinois University Carbondale- MOVE-IN day August 2018
  • Southern Illinois University Carbondale- MOVE-IN day August 15-16 2019
International/Out of State/ VOLUNTEER WORK
  • Ghana summer 2015- (Renovation project) help painting, brick laying, digging
  • Chicago Cares | June Drive & Outreach for Homeless
  • Champaign Public Library: Access Services - Shelving Volunteer Saturday,
    Sunday, (Weekends Month of June 2019)
Reference

1. Brent Martin

Former Supervisor

Email:

Phone:

2. Dr. Echu Liu

Associate Professor Health Management and Policy

Phone:

3. John White

Current Supervisor

This resume is created in 7 minutes.
Career Overview

Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Seasoned in conflict resolution
  • Sharp problem solver
  • Courteous demeanor
  • Invoice and payment processing
Work Experience
Customer Service Representative
Bala Cynwyd, PA
Medical Alert by Connect America/ Jun 2017 to Current
  • Provided product and service information to customers.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Offered exceptional customer service to differentiate and promote the company brand.
  • Consulted with customers on the latest styles and trends.
  • Helped customers select products that best fit their personal needs.
  • Accurately logged all daily shipping and receiving orders.
Customer Service Representative
Longhorn, Pa
Harte Hanks/ Feb 2016 to Jun 2017
  • Guaranteed positive customer experiences and resolved all customer complaints
  • Helped customers select products that best fit their personal needs
  • Informed customers about sales and promotions in a friendly and engaging manner
  • Kept current on market and product trends to effectively answer customer questions
  • Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience
Customer Service Rep
Plymouth Mtng, PA
Apex Services/ Oct 2015 to Dec 2015 Collected customer feedback and made process changes to exceed customer satisfaction goals. Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times.
Collections Rep
Salisbury, MD
Delmarva Collections Inc/ May 2015 to Aug 2015
  • Properly directed inbound calls in phone queues to improve call flow.Assisted with the development of the call center's operations, quality and training processes.Built customer loyalty by placing follow-up calls for customers who reported product issues.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Maintained up-to-date records at all times.Addressed customer service inquiries in a timely and accurate fashion.Demonstrated mastery of customer service call script within specified time frames.Provided accurate and appropriate information in response to customer inquiries.Collected customer feedback and made process changes to exceed customer satisfaction goals.

Cross-trained and provided back-up for other customer service representatives when needed.

Customer Service/Sales Rep
Salisbury, MD
Verizon/ Nov 2014 to Mar 2015
  • Reviewed customer data to assess current issues and determine potential solutions
  • Reviewed account and service histories to identify trends and issues
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery
Collections Agent
Progressive Financial Services Mar 2010 to Sep 2010
  • Made reasonable procedure exceptions to accommodate unusual customer requests.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.
Early Stage Credit Counselor
Millisboro, De
M and T Bank/ Apr 2009 to Feb 2010
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.Make outgoing and take incoming calls to collect from bank customers that were 1-30 days past due on various bank loans
Skills

Professional and friendly, Careful and active listener, Multi-tasking, Excellent telephone etique.

  • Credit card processing
  • Problem solver
Educational Background
Diploma: General Studies Wicomico Senior High Salisbury, MD, USA

General Studies

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Professional Summary
Strong qualifications relating to identifying obstacles, opportunities and resources for customers. Experience and training completed through military assignments as well as recent job training/career ready program provide current skill-based knowledge related to available resources.
Licenses
NCRC - National Career Readiness Certificate - Silver Level - July 2015
ACT WorkKeys and Soft Skill Certificates
Professional Experience
12/2015 to 10/2016
Customer Service Representative S4 Communications Longview, Texas Enrolled customers in 3 different electric companies. Offered additional services to customers.
10/2013 to 03/2015
Debt Collections Manager MCD Financial Services Longview, Texas Debt collections manager. Trained employees for debt collecting services and maintained employee records. Active debt collecting.
09/2009 to 01/2012
Customer Service Representative Convergys Longview, Texas Provided excellent service to customers of AT & T. Provided support of devices to customers and offered additional services such as Uverse. 
Education and Training
High School Diploma: general LACCOS CLARK AB, P.I., Phillippines
United States Air Force Gladewater, Texas, USA
Served in the USAF for 6 years April 1975- Auguat 1981. Honorable discharged. Variety of military occupations provided opportunities to hone organizational and interpersonal skills. Varied levels of responsibilities and assignments allowed interaction in multiple settings providing experience relating to individuals of differing ranks.
* Squadron Career Counselor
* Base Drug?Alcohol Abuse NCO
* Individual Equipment Clerk
* BS WRM Monitor
* Wing Individual Equipment Clerk
* Entertainment Specialist
This resume is created in 7 minutes.
Career Overview
  • Highly enthusiastic customer service professional with 10 years client interface experience.
  • Personable and responsible Cashier with 10 years in retail and customer service. Solid team player with upbeat, positive attitude.
  • Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Core Strengths
  • Strong organizational skills
  • Active listening skills
  • Courteous demeanor
  • Energetic work attitude
  • Large cash/check deposits expert
  • Opening/closing procedures
  • 42 WPM
Accomplishments

Quality Communication

  • Interacted with 50+ affiliate stations in US, Paris, Russia, and India ensuring reliable and high-speed delivery to residential and small-business customers.
  • Customer Interface
  • Greeted customers upon entrance and handled all cash and credit transactions.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Multi-tasking
  • Cashiered with two cash registers at once in tandem to maximize customer flow.

Work Experience
Oportun July 2019 to Current Customer Loyalty Representative
Alton, TX
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Processed customer account changes.
Teleperformance February 2016 to June 2019 Bilingual Customer Service Representative
Edinburg, Texas (TX)
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
  • Created new accounts, reset passwords and configured access to servers and file management software for users
Food Source June 2015 to August 2015 Bagger
Edinburg, TX
Stripes August 2014 to May 2015 Cashier
San Juan, TX
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Organized weekly sales reports for the sales department to track product success.
  • Excelled in exceeding daily credit card application goals.
  • Worked as a team member performing cashier duties, product assistance and cleaning.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Successfully interacted with customers and retail buyers to expedite orders.
  • Assisted customers with store and product complaints.
Full Creative January 2013 to July 2014 Customer Service Representative (CSR)
Portland, Oregon
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery
  • Answered 80+ inbound calls per day and directed to designated individuals or departments
Educational Background
Region One 2008 GED: All Pharr, Hidalgo
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Professional Summary

Reliable, compassionate Registered Nurse with six years of clinical experience. Persistent in finding solutions for difficult situations and a passionate advocate for patients. Excellent interpersonal skills, deeply respects the dignity of all people and always pursues what is best no matter the difficulty.

Skills

Compassionate and empathetic listener
Energetic and cheerful team player
Knowledgeable in disease processes

Self motivated

Persistent Advocate

Adaptable

Work History
Client Service Representative, 05/2018 to Current
Carmel Total Fitness LLCCarmel, IN

Greet members cheerfully by name, assist them as needed and answer phone


Write contracts for membership to the club


Clean, organize, problem-solve and keep gym running smoothly

Registered Nurse - Captain, USAF, 1989 to 1995
Wright Patterson AFB, OHDayton, OH

Managed 4-6 medical technicians to provide nursing care for a 40-patient medical-surgical unit

Triaged, evaluated and implemented care for patients experiencing life threatening problems in busy emergency department

Developed, launched and managed successful gynecology clinic

Registered Nurse, 1989 to 1993
St. Luke West HospitalFlorence, Kentucky

Administered care to high acuity patients in a Transitional Care Unit

Education
Bachelor of Science: Nursing, 1989
Eastern Kentucky University - Richmond, KY
Accomplishments

-Persisted in finding cure for patient's infantile spasms despite negative prognosis by multiple neurologists
- Educated students pre-school to middle school using classical techniques, resulting in exemplary SAT scores and multiple scholarships
-Coached student to achieve tenth place in the Scripps National Spelling Bee
-Planned and executed unique and complex school holiday event, which saw record attendance and positive reviews
-Successfully initiated and implemented a change of curriculum at Catholic Parish by presenting results of extensive research to the Director of Religious Education

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Professional Summary

Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty. Bringing five years of background in maintaining customer satisfaction and contributing to company success.

Work History
Lockheed Martin - Financial Analyst Huntsville, AL 06/2018 - Current

THAAD ACD TO40

  • Upload monthly actuals from subcontractors and material suppliers
  • Developed financial models for control account managers to monitor current cost of work scope.
  • Reviewed monthly costs for accuracy and completeness, reconciled transactions and determined payment approval statuses
  • Participated in the Integrated Baseline Review

UAE M&S Program

  • Maintain WSEIT components control accounts in coordination with CAM to develop an accurate estimate at completion
  • Drove and participated in the M&S Integrated Baseline Review for TPO

Targets Program

  • Evaluated monthly cost and labor data to develop estimate to complete strategy and drive on time deliveries at budgeted costs.
  • Lead weekly headcount meeting to determine where labor charging had occurred.
  • Improved operational efficiency and cultivated cost reduction and increased productivity.
  • Developed spreadsheet models for short term cash flow forecasting.
  • Participated in the 2018 Long Range Planning coordination.
  • Monitored labor and charging data to forecast where cost under-runs and overruns may occur.
First National Bank of Pulaski - Management Training Program Pulaski, TN 11/2017 - 05/2018

Collections Officer

  • Presented weekly the substandard loans action plan to senior management
  • Worked with customers struggling to make required loan payments
  • Maintained a loan delinquency percentage of .45% or better
  • Collected loan payments and collateral for substandard loans

CSR Champion

  • Selected as the bank's Top Customer Service Representative
  • Lead a team of three Champions through the conversion of the bank's core software
  • Taught all Customer Service Representatives how to navigate and operate new banking software
First National Bank Of Pulaski - Customer Service Representative Athens, AL 07/2015 - 11/2017
  • Matched clients with banking products that meet clients' needs
  • Negotiated CD interest rates
  • Balance branch's general ledger of cash items
  • Knowledge of products, such as IRAs and Health Savings
First National Bank of Pulaski - Teller Ardmore, TN 08/2014 - 07/2015
  • Handled day to day transactions such as deposits and check cashing
  • Balanced general ledger of ATM withdraws
Skills

Earned Value Management

  • Estimate to Complete
  • CBB Logs
  • Baseline Budgets
  • Cobra Systems

Accounting

  • Essbase Accounting Systems
  • Oracle Accounting Systems
  • Hyperion Accounting Systems

Financial Analysis

  • Dividend Discount Model
  • Discount Cash Flow Model
  • Time Value of Money
  • Capital Asset Pricing Model

All Microsoft Office Products

Education
2019 University of Alabama in Huntsville Huntsville, Alabama MBA: Finance
2014 University of Alabama Tuscaloosa, Alabama Bachelor of Science: Finance and Economics, Specialization in Banking Management
This resume is created in 7 minutes.
Summary
Hard-working, multi-tasking Executive Assistant with outstanding telephone, scheduling and documentation skills. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Skills
  • Dedicated team player
  • Microsoft Office proficiency
  • Insurance eligibility
  • Managing multiple projects simultaneously
  • Attention to detail
  • Self-starter
  • Filing and data archiving
  • Maintains confidentiality
Experience
07/2017 to 12/2017
Receptionist Kelly Services/Suretech Indianapolis, IN

Worked under strict deadlines and responded to service requests and emergency call-outs. Managed quality communication, customer support and product representation for each client. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

  • Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions
  • Assessed policy coverage and pulled contracts for review
  • Verified details with policyholders and requested additional information
  • Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions
  • Posted payments and sent reviews and denials
  • Prepared, distributed and reviewed all insurance payments and recorded in company database
  • Reviewed refund requests and forwarded information to analyst
  • Researched coverage and premium options and supplied clients with the best coverage available
01/2017 to 06/2017
Enrollment Processor That's Good HR / MHS Indianapolis, IN Responsible for processing basic member enrollment activity for new and existing insured, and updating changes to current insured records.
05/2015 to 05/2016
Office Administration Adecco/Huntington Asset Services Indianapolis, IN Responsible for verifying check amounts, processing mail, and putting postage on outgoing mail. Made bank deposits, kept inventory and record archived.
12/2014 to 04/2015
Data Entry Specialist Adecco/Twinmed Indianapolis, IN Entered numerical data into databases in a timely and accurate manner. Scanned documentation and entered into the database. Obtained scanned records and uploaded them into the database. Organized forms, made photocopies, filed records and prepared correspondence and reports.  
06/2014 to 12/2014
Customer Service Representative Xerox/ACS Indianapolis, IN Answering inbound calls for patients and healthcare providers. Claims verification. Documenting calls while typing.
Education and Training
Associate of Applied Science: Medical Coding and Billing MedTech College Indianapolis, IN, USA
This resume is created in 7 minutes.
Professional Summary
To obtain a position where I can develop my communication skills and gain experience providing excellent customer service in a retail environment. Enthusiastic, outgoing and fashion-savvy Sales Associate proficient at building positive relationships with new and existing customers by offering superior customer service.
Skills
  • Customer-oriented
  • Active listening skills
  • Skilled problem solver
  • Motivated team player
  • Upselling techniques
  • Computer literate
  • Stocking
  • Personable
Work History
community volunteer worker 10/2014 to 04/2015
convant house Washington, DC
  • Pick up neighborhood trash .
  • Created flyers and promotional materials.
  • Completed tasks in a timely fashion.
  • Responsible for keeping space clean and organized.
  • Completed hands-on activities and projects.
  • Communicated effectively with others.
  • Community Service at Anne beers.
  • Completed hands-on activities and projects.
Assistant 07/2014 to 07/2014
syep Washington, DC

 

  • Created flyers and promotional materials.
  • Implemented new policy and procedures.
  • Completed tasks in a timely fashion.
  • Responsible for keeping space clean and organized.
  • Sent and received faxes.
customer service representative 11/2013 to 02/2014
Foot Locker Washington, DC

     

  • Priced merchandise, stocked shelves and took inventory of supplies.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Cleaned and organized the store, including the checkout desk and displays.
Education
High School Diploma 2015 Friendship collegiate academy - Washington DC
  • 2.5 GPA
This resume is created in 7 minutes.
Summary
Skills
Experience
Indian Pueblo Cultural Center and Marketing February 2018 to December 2018 Cashier/Customer Service Representative
Albuquerque, NM
  • Processed transactions by collecting cash, check and credit card payments.
  • Maintained financial controls by keeping drawers accurate, obtaining change from cashiers, checking for counterfeits and keeping large bills out of sight.
  • Trained new team members in cash register operation, stock procedures and customer service strategies to maximize team performance and optimize customer relations.
  • Applied positive upselling and customer service skills to help customers locate merchandise and engage with different product options.
Jimmy Johns December 2017 to November 2018 Cashier/Deli Assistant
Albuquerque, NM
Education and Training
Southwestern Indian Polytechnic Institute 2019 Associate of Arts: Liberal Arts Albuquerque, NM
Alchesay High School 2013 High School Diploma Whiteriver, AZ