IESHA NELSON

*** ***** ** *.* Washington, D.C, **019 United States, 240-***-**** acfcaz@r.postjobfree.com

P ROFESSIONAL EXPERIE NCE

DC Health Link, Washington, DC United States

Professional Inbound Customer Service Rep for DC Health Links, Sep 2013 – Present

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 customer.

Multi-tasks by simultaneously communicating with the customer while researching their case and documen ting the

call.

Assist and resolve issues related to applications and eligibility determination for the Exchange and Medicaid.

Enroll individuals into qualified health plans (QHPs) and resolving issues related to the enrollment of the individual.

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 concise records

Meets individual performance standards, including the confidentiality and security of information.

Cintex Wireless, Rockville, MD United States

Professional Inbound Customer Service Rep for Cintex Wireless, Jan 2013 – Aug 2013

• Assist customers that are on the low income program of the Universal Service Fund with receiving their Lifeline.

• Create new accounts and manage old accounts while providing excellent customer service to customers.

• Troubleshoot and reprogram customer’s phones to ensure they are working properly.

• Up sells and cross sells top up plans and wireless phones to new and existing customers.

Access Worldwide, Falls Church, VA United States

National Sales Support Rep for Time Warner Cable Business Class, Sep2008 – Nov 2012

Manage all phone calls and transfer it to appropriate department s.

Escalate complex issues to management for resolution.

Confer with customers by telephone to provide information about products and services, to take or enter orde rs,

cancel accounts, or to obtain details of complaints.

Maintain technical knowledge on all products, assist customer with all queries and recommend alternate tools and

products.

Coca Cola Enterprises, Annapolis, MD United States

Inside Sales Rep for Coca Cola Enterprises, Sep 2008 – Dec 2009

Sell new brands and additional products to established customers.

Calling on pre-existing sales accounts to obtain orders by fax, phone, and or email.

Communicate changes in volume or unproductive accounts to appropriate Sales person and track outcomes and

results.

Input order request into a database for product orders and mechanical service calls.

Access Worldwide, Hyattsville, MD United States

Professional Sales Rep for AT&T, Jan 2006 – Dec 2007

Ensures sales orders were filled, prepared and submitted.

Acquires and develop new sales and upgrades for local, long distance, and internet service.

Meet or exceed a daily revenue goal of $125 or more for the company.

Novo 1, Laurel, MD United States

Professional Sales Rep for BellSouth Telecom, Jul 2002 – Dec 2005

Serves as a primary sales representative for Bell south telecommunications.

Acquires and develop new sales for local, long distance and Internet services.

Close a minimum of 4 sales or more per day.

Communicated with various customers concerning their needs for small businesses.

E DUCATION

Continental Academy, Coral Gables, FL United States

High School Diploma- (1999-2000)

A DDITIONAL SKILLS

Windows XP, NT and 2000 Microsoft Word, Exce l Spread Sheets, Lotus Notes, 35-50 WPM, Data Entry (over

5000 KPH) Order Processing through BOSS, Jess, and Cisco Systems, Multi-tasking and Organizational skills,

Order Management, Excellent People person and Exceptional Phone Skills

References

Available Upon Request

Contact this candidate