SUMMARY:

To utilize my varied experience to contribute to the overall growth of a company.

PROFESSIONAL EXPERIENCE:

Confidential

Customer Service Representative

• Practices active listening in order to take each customer’s concerns seriously, fully understands the issue and then provides appropriate resolution or appropriate direction for next steps whether the contact is by telephone, web chat, email or written correspondence.
• Provides customers with an unbiased presentation of programs to assist customers with application and eligibility requirements and program questions; transferring callers to other Call Center units as needed.
• Clearly communicates case and case processing information to the consumer.
• Multi - tasks by simultaneously communicating with the customer while researching their case and documenting the call.
• Continues to learn and refine program and computer navigation skills in response to updated policy and computer systems.
• Documents all customer encounters in clear and detailed records in Salesforce.
• Meets individual performance standards, including the confidentiality and security of information. Assisting and resolving issues related to applications and eligibility determination for the Exchange and Medicaid.
• Accepting telephone applications for MAGI-based Medicaid. Enrolling individuals into qualified health plans (QHPs) and resolving issues related to the enrollment of individuals.
• Referring individuals enrolling in QHPs for all financial transaction related issues.
• Informing and educating consumers about the Exchange. Providing information and addressing inquiries regarding the SHOP Exchange, including assistance to small employers (2-50).
• Performs other duties as may be assigned by management.
• Interprets policies and procedures; applies during decision making process.
• Applies workflows and scripts as approved by the Authority in responding to customers.
• Determines if a case situation or action needs to be taken to escalated level for correction.
• Knowledge of government systems Salesforce, Citizenship Portal, Caseworker Portal (Curam), Enroll App, Identity, OAAM Administrative Portal, GLUE Database, and Community Portal.

Confidential

Front End Support Analyst

• Assessed and respond to incoming support requests via email, telephone and web applications.
• Built and edited online application and recommendation forms for universities.
• Mapped PDF files to online forms using Adobe Acrobat Pro.
• Follow department guidelines for quality standards and time management.
• Used Salesforce to monitor and complete time-sensitive requests from clients for an array of application content changes.
• Proven ability in applying sound judgment and decision-making skills in a deadline-sensitive environment.

Confidential

Support Specialist

• Assessed and responded to incoming technical support requests via email.
• Resized transcripts and assisted in resolving online login and other technical issues encountered by students and recommenders.
• Assisted with training new team members on how to use the ApplyYourself Maintenance Center and Salesforce applications to provide assistance to recommendation providers and applicants.
• Provided solutions for login issues to the online applications and recommendation forms for students and recommenders.
• Provided assistance to recommendation providers using the ApplyYourself Webcenter application for more time sensitive cases.

Confidential

Patient Interviewer

• Interviewed patients that received treatment from hospitals on the east coast and west coast.
• Conducted phone interviews with patients that received surgery and other treatments.
• Documented complaints verbatim during interviews against hospitals and staff.
• Document accolades by patients of specific staff members and physicians.
• Gently conducted surveys with family members of patients who received hospice care.
• Assisted with training new employees by allowing trainees to listen in on calls.

Confidential

Inbound Customer Service Representative

• Answered inbound calls assisting current and potential families with questions regarding the online school program.
• Answered questions regarding public homeschooling eligibility.
• Mailed information packets to families interested in the program.
• Explained to parents the government guidelines regarding public homeschooling in the state questioned.

Confidential

Customer Relations Associate

• Contacted customers for Confidential and conducted surveys on service/new purchase experience.
• For the Confidential Campaign I was promoted to Assistant Team Lead.
• As Assistant Team Lead, I helped the team leads assist other BMW CRA's with questions or customer concerns.
• Interviewed prospective employees and assisted with training sessions.
• Provided Quality Assurance, monitoring other CRA’s to make sure they followed the script and the guidelines required for each call and coaching them when necessary.

Confidential

Technical Support

Responsibilities:

• Performed technical support duties for they’re online home schooling program.
• Answered all technical questions via telephone and made sure all customers could access the online home school program.
• Completed orders for Confidential issued desktop computers, printer/scanners, laptops and curriculum software.
• Tracked orders for equipment and software for students and parents by request.
• Remote accessed Confidential issued computers and laptops to diagnose and/or resolve software and hardware issues.

Confidential

Administrator/Owens Corning

• Processed stone sample orders for Owens Corning clients purchasing Confidential Samples for construction projects.
• Deducted the funds the client’s accounts to reflect they’re purchases.
• Helped maintain relationships with our highest grossing customers through consistent updates on account status via email or telephone.
• Provided sample delivery updates and communicated with vendors to ensure the customers receive their samples in a timely manner.
• On the back-end, I would close orders delivered to reflect the order acknowledgements and fulfillments.
• Worked under structured deadlines while adhering to client directives and guidelines.

Confidential

Payroll Coordinator/Human Resources

• Process bi-weekly time sheets for approximately for 300 employees.
• Archived all past payroll data and managed payroll audits
• Entered new hire and current employee data into Kronos and PeopleSoft.
• Managed day-to-day integrity of personnel hard copy files.
• Responsible for employment verifications and interviews when needed.
• Managed the front desk receptionist duties for the company for various periods.
• Assisted customers on auction days when needed with information regarding auction rules, pricing and proper documentation needed.