De'Andria Conerly Email: acerrn@r.postjobfree.com *607 Tidewater Houston, Texas 77045 281-***-****

Objective To utilize my strengths in resolving customers' needs, while maintaining quality control for an organization where I can help increase profits while preventing problems. This is accomplished by maintaining company approved production levels, by assisting new customers with proven first call resolution and reducing losses through the use of proven accounting techniques and methods.

Employment

Customer Service 09/23/2013- 04/25/2014 General Dynamics Houston, Texas

Assist in Marketplace open enrollment for the Affordable Care Act requirements regarding health insurance coverage.

Answer/respond to all inbound calls regarding general questions for health insurance coverage.

Provides assistance with applying for coverage, comparing plans, and enrolling in a new health insurance policy of consumer's choice.

Direct consumers to correct local state facilities when deemed necessary. As well as gather other needed information for consumer regarding any additional requirements pertaining to application or enrollment.

Customer Service 04/2013 - 9/2013 Xerox Houston, Texas

Currently handle Capital One customer complaints and/ or requests on as needed basis.

Lead team members to excel in customer satisfaction productivity and exquisite quality performance.

Assist with applying for new credit account.

Delegate team effectively with proper procedures regarding customers' requests in timely manner.

Assist in processing credit card applications.

Facilitate in taking credit card payment for secured cards.

Provided valuable and accurate information regarding all Capital One credit accounts.

Account Specialist 10/2012 -1/2013 Professional Alternatives Houston, Texas

Used step by step guidelines in effort to assist with loan modification program offered by Bank of America and Department of Justice Offices.

Advised clients on proper notations for time sensitive docs.

Received inbound calls from clients regarding required documents for government offered programs for mortgage assistance.

Provided detailed proprietary information to Bank of America clients regarding their current home loans for mortgage assistance.

Customer Service Dispatcher 10/2010- 10/2012 Xerox Houston, Texas

Handle Allstate Insurance and roadside assistance customer complaints and/ or requests on as needed basis.

Performed in network and out of network search for roadside assistance providers per customers request via inbound and outbound calls.

Processed credit card payments for active and non-active members.

Delegate team effectively with proper procedures regarding customers' requests in timely manner.

Processed orders by proven verification procedures with customer. Also monitored and reviewed CSR calls for quality purposes using monitoring software.

Supervising Data Analyst 5/2007- 4/2010 Telco Concepts Inc. Houston, Texas

Resolved ATT customer complaints and managed accounts per customer request.

Utilized proprietary software for data entry into database for a/r and a/p for pre-charged off

accounts.

Processed orders by proven verification procedures with customer. Also monitored and reviewed CSR calls for quality purposes using monitoring software.

Education

Certification 5/ 2004-12/ 2004

Texas School of Business Houston, Texas

3.5 GPA Dean's List, outstanding leadership and dependability skills. Medical Assistant

Diploma 8/1998-5/ 2002

Jack Yates High School Houston, Texas

Graduated at top 10% of senior class, National Honor Society

References

Available upon request

Contact this candidate