Rebecca Knight

**** ********* **

Jacksonville, Florida 32257

904-***-**** (Mobile) 904-***-****

e-mail: acd4z5@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Call Center Management

• Workforce Analyst

• Customer Service

• Staffing and Recruitment

• Microsoft Word, Excel, and PowerPoint.

• Medical Terminology

• Insurance Verification

• Seibel,

• Veriant Monitoring

• Payment Processing

• Statement reconciliation

• Client Relations

• Billing and posting

• Credit Card Authorization

EXPERIENCE

Stay at home mom January 2013 – Present

(To explain absence in no work for over 1 year, just time to return to workforce)

Accounts Receivable, Martin Gottlieb and Associates, October 2011 – January 2013

• Research unpaid Workers Compensation Claims

• Specializing in Workers Compensation Claims

• Post denials from insurance claims

• Communicate with several insurance companies from different states to determine issues as to

why insurance claims have not been paid.

• Make calls to employers to assist in getting insurance claims paid.

Statement Processor Accounts Receivable, Enhanced Recover Company, April 2010

– August 2011

• Process, post, and balance payments from consumers

• Run authorization and verify credit card information from consumers

• Process statements to bill clients for accounting to wire collected money from clients.

• Process and verify direct payments paid to the client daily.

• Verify payment files to be uploaded by IT to send to clients.

• Process and balance daily NSF reports from bank, and make information available to

operations floor to recollect money.

Customer Assistant/Workforce Clerk, Att, Orange Park, Florida, 08/07- 12/2009

• Assist customers with basic connection configurations of DSL communications.

• Maintain a 75% First Call Resolution by assisting customer with all basic needs so that there

is no need to call back.

• Educating customers on basic computer connection and skills to operate the Internet.

• Maintain quality score of 85% or higher based on set goals of the corporation and their

expectations.

• Work with agents on schedule bidding, schedule adherence, and maintain a 70/30 service level.

• Investigate schedule inquires bases on seniority, ensuring that agents are getting their bids

correctly.

• Maintain active scheduling for Managers. (Meetings, Huddles, Development time, and

coaching)

• Built excel spreadsheets for daily time management and KPI reporting.

o Export and import daily time logs from average handle time and occupancy (AHT

daily report)

o Attendance percentage tracking daily attendance with call outs, vacations, and late

call outs. (Attendance percentage report)

o Export daily reporting for quality assurance from Variant Call Center Monitoring

system (daily quality scores) was exported for all 5 major call centers in south east

region.

Recruiter, Ablest Staffing, Jacksonville, Florida, 03/07-08/07

• Maintained ads daily for open positions on several job websites.

• Interviewed 15-20 prospective employees via phone, person, and email.

• Input data in system daily for reports on perspective job positions.

• Cold calling to businesses for sales manager to set appointments for possible jobs.

• Maintained an 80% level of meeting requirements of jobs with low turnover rates for clients.

• Hired for warehouse, collection agencies both first and third party, administrative positions,

and direct hires for several companies in the Jacksonville area.

Operations Supervisor/Manager, Venus Inc., Jacksonville, Florida, 12/98-04/2006

• Supervised a team of 15-20 agents on a daily basis maintaining quality and service levels set by

company.

• Promoted and created all sales incentives to boost company growth and agent salary.

• Maintained and discussed attendance, productivity, and conduct issues with supervised

employees as needed and updated every 30-90 days.

• Writing performance reviews for supervisors and agents on annual basis. Deciding salary

increases on a 1 – 5 percent increase based on metrics for the year.

• Created level of quality and quality forms for agents on the phone.

• Created, managed, and maintained workforce contact center. Forecasting, adjusting, and

maintaining schedule as needed in forecasted and real time.

• Assisted director with call forecasting based on weather prediction, percentage of mailings,

and increased levels of customers based on economic predictions.

• Daily, monthly, and yearly reporting in Microsoft Excel for statistics and evaluations.

o KPI and AHT was exported from Avaya Call Centre Supervisor system report daily

monthly and yearly call statistics to determine performance issues and evaluation

data. (KPI report)

o Data recorded from daily credit card sales including fraudulent order, declined credit

cards and manual authorization due to amounts of $700.00. Tracked daily increase or

decline in orders monthly and yearly (Credit Card Authorization report)

o Up sell Tracking was done by running several reports and inputting data in to

spreadsheet that recorded growth and bonus payout. Data included graph of daily,

monthly and yearly growth. Selling reports were delivered daily to Vice President of

Operations. (Up sell tracking)

o Interactive workforce spreadsheet created for AIS ( Agents in seats ) was a 7 page

excel spread sheet tracking attendance, adherence, and call volume based on past data

and projected call forecasting. Predicted number of agents needed in 15 minute

intervals based on years past call volume and increase or decrease in catalog

shipments. (AIS reporting)

o Call forecasting spreadsheet used to predict upcoming call volume based on history of

attrition, catalog mailings, and predicted economic predictions. (Call Forecasting)

TRAINING AND PERSONAL DEVELOPMENT

• Seminar: Dealing with difficult people

• FMLA and basic HR operations.

• Basic Microsoft word and excel operations.

• Basic computer skills and home networking

• Seminar: Call Center Operations.

• FCCJ: Customer service skills

EDUCATION

• Florida State Community College of Jacksonville 2000-2004 (Associates Degree in Science)

o English

o Beginning Algebra

o Intermediate Algebra

o College Algebra

o Basic psychology

o Humanities

o Sociology

o Human growth and development

o Human Anatomy and Physiology

57.00 total credit hours. Presidents list and dean’s list while attending.

o Associates Degree in Science Graduated March 2011 from University of Phoenix.

PROFESSIONAL AFFILIATIONS

Att Pioneers Network

United Way

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