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Customer Service Quality Assurance

Location:
Fresno, CA
Posted:
March 05, 2014

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Resume:

KIMBERLY S HENDERSON

**** ****** ******* **** *******, TX 77067

832-***-****

accy07@r.postjobfree.com

Administrative Customer Service Professional

Profile: • More than 7 years’ successful experience in customer service and

support with recognized strengths in account maintenance, problem-

solving and trouble-shooting, sales staff support, and

planning/implementing proactive procedures and systems to avoid

problems in the first place.

• Possess solid computer skills.

• Ability to train, motivates, and supervises customer service employees.

• A team player, acknowledged as “Total Quality Customer Service

Professional.”

• Develop plan, conduct audits and variance analyses, process payroll

and payroll tax reports and filings, and maintain/update accurate

inventories.

Areas of Expertise:

Medicaid and

HR Benefit Specialist Oracle

Medicare

401K Analyst Quality Assurance Analyst

Lotus Notes

Pension Administrator Microsoft Word and Excel

Switchboard operator

CRM Software JD Edwards & People Soft

COBRA, ERISA,

Experience

Avangard Innovative June 2013- February 2014

Administrative Assistant to Sales team and VP of trading

• Enter sales orders upon request for commodities, equipment (balers and densifiers) and

parts using CRM and JDE

• Track all equipment service needs

• Correspond with all sales with updates on parts and advise of cost

• Invoice all customers on services rendered

• Contact all vendors for paperwork for closing out orders

• Train Customer Service team on call center skills and phone etiquette

• Quality assurance coach

• Administrative duties, for example documentation, scheduling meetings and travel,

organizing and maintaining files, receiving and transferring telephone calls

• Documenting and reviewing expenses, financial records

Performance Food Group May 2012- March 2013

Customer Service Representative

• Call Center Rep

• Input orders for customers for next day delivery

• Invoice orders for customers

• Relieve receptionist for breaks

• Handle customer disputes cross reference and handle credits for the delivery

• Expedite next day shipping for missing products

Co-Worx Staffing (Mercer) Oct 2011-Jan 2012

Participants Service Representative

Responsible for the administration of all health and welfare benefits including medical,

dental, pharmaceutical, disability, life insurance, flexible spending accounts, 401(k)

and commuter transportation plans

• Assisted the customers and employees on details of the benefit programs.

• Maintained records of all data on the HRIS in a timely manner.

• Verified the billings and other contracts to check for discrepancies.

• Open service request for customer issues that cannot be solved on first call

• Assist with process for COB between carriers

• Maintain record for all calls

• Preparing & distributing Open Enrollment communications & materials.

• Conducting Open Enrollment meetings with employees

Core-staff Staffing Services (University of Houston Main Campus) Feb 2009-April 2010

Executive Assistant to the Dean of Science and Mathematics

Administrative Assistant and Receptionist

• Preformed clerical duties such as scheduling appointment, typing, filing and

photocopying

• Answer high volume calls on switchboard

• Greet all clients and guest

• Assist students with proper forms and prepare for advising

• Self-directed, able to work independently.

• Good organizing & planning skills.

• Good multi-tasking skills.

• Ability to support a large group of professionals.

• Good written & verbal communication skills.

• Good judgment & interpersonal skills.

• Able to manage confidential materials and information.

• Provided direct administrative support to NSM College at UH

• Verified and processed office expenses in Peoplesoft.

Hewitt Associates Woodland, TX May 2007-Jan 2009

Customer Service Representative/Quality Assurance Coach

Quality assurance monitor-listen to calls to check for accuracy and professionalism

Respond to customer question via chat and email

Maintained client confidentiality

Liaise with operational department managers to resolve employee questions around

benefit packages.

Coordinated and deliver benefit training sessions to current employees.

Managed & communicated benefit information to current and former employees

through one-on-one meetings and coordinated group training sessions.

Managed worker compensation claims and reporting.

Generate and deliver monthly benefit enrollment, employee contribution, 401k audit,

and termination reports.

Partnered with vendors to resolve claim, billing, and enrollment issues.

Enlist former employees in COBRA and help them to resolve related issues.

Taco Cabana Woodlands, TX Nov 2007-Oct 2011

Shift Manager

• Process high volume of orders for customers as requested.

• Maintain adjustments to schedules according to labor and daily sales

• Retrieve daily reports for processing of data

• Provide inventory analysis for ordering product

• Maintain weekly schedule and provide staffing for daily shifts

• Interact with customer dispute, management and employees on staff to ensure

accuracy of orders

• Communicated company policies and provided recommendations on improving

internal processes

• Coached and trained offsite and field employees on HR processes

• Ensured proper completion and compliance of I-9 documents and other compliance

documentation

• Managed various employee benefit programs including; employee referral program,

tuition reimbursement, and company discount stickers

Education

Texas Southern University

June 1992-May 1994

August 2009-May 2011

Lone Star College

January 2014- present

Paralegal Studies

References Available Upon Request



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