La Trisha James

**** ******* **. ******, ** ***49 469-***-****/832-***-**** acgfs7@r.postjobfree.com

Offers visionary and creative leadership, backed by solid business acumen, over 20 years of

customer service skills and highly developed interpersonal abilities

Self-motivated and goal-oriented, thrives in both independent operations and team dynamics,

builds alliances and engages in cross-functional activities

Demonstrates professionalism, tenacity, thoroughness and dedication, with solid work ethic and

friendly demeanor in executing professional responsibilities

Areas of Expertise

Employee and Customer Compliance / Reporting HR / Benefit Administration

Relations Workforce Management Consumer Affairs

Customer Service Development and Training Programs Financial Management

Vendor / Contract Negotiations Recruiting/Selection Administrative Support

Professional Experience

Essilor, Dallas, TX

November 2013-Present

Customer Service Representative

Process and enter into Order Management system(s) all types of incoming orders-phone, fax,

other.

Apply necessary customer information for effective and accurate processing of orders, phone &

fax.

Check inventory status and provide accurate information using Oracle, PKMS, and Web systems.

Research customer delivery inquiries and provide proof of deliveries

Communicate with the Distribution Center on any special handling of outbound or returned orders

Utilize corporate tools and software applications to the fullest in order to reach decisions on

resolution of customer requests/issues

Complete reports and all other administrative duties in an accurate and timely manner

United Healthcare, Richardson, TX

November 2012- October 2013

Provider Phone Representative

Receive and respond to inbound calls from external customers in a high call volume center.

Resolve customer service inquiries which could include: benefit and eligibility information, medical

claims and billing and payment issue.

Explains complex concepts in easy to understand language and answers a wide range of

questions regarding coverage and exemptions.

Maintain the confidentially and security of data accessed during the course of daily activities.

Solve moderately complex problems independently with reference to established job materials

and guidelines.

Provide coaching to physicians and administrators to assist in understanding designations,

reconsideration and defining reports

AT&T, Houston, TX

2000 – 2011

Customer Service Representative-Dispatch Center

Receive and respond to inbound calls from internal and external customers in a high call volume

center and processes requests and inquiries regarding services, invoices, billing and equipment

Document actions taken as a result of phone calls in addition to maintaining various records and

files, data entry and other clerical duties

Increased morale by 20% via co-development of the Morale Committee for the Houston dispatch

center

Improved customer satisfaction 25% as the lead “go-to person“, mentor and trainer for new reps

and particularly challenging calls.

Established membership and set budget for the United Way Campaign.

Developed strong working relationships across all levels of the organization as a CWA-Union

Steward

2008-2011

Assistant Training Coordinator

Develop materials, aids, curriculum to direct customer service representatives in corporate policy

and procedure, division operations, and to maintain on-going personnel development in

knowledge of recent procedures

Developed and lead a training team to assist in the launch of new dispatch systems

Improve effectiveness of employees by training new employees, assisting management with

scheduling, workforce tracking and vacation schedules for all customer service representatives in

the dispatch center

Bed, Bath and Beyond, Houston, TX

1994-1997

Customer Service Supervisor

Directed and supervised 10 cashiers including; training, front-end procedures, performance

reviews, as well as weekly and monthly audits.

Trained all store associates and management employees on front end operations.

Managed the incoming and outgoing of cash surpass $10,000-$25,000 and all other financial

transactions of business

1995-1997

Human Resource Assistant

Assisted in candidate selection, interviewing and the hiring process for all front end employees

Provided assistance to hiring manager with completion of new hires to include reviewing I-9

documentation

Education

Bachelor of Science in Management, University of Phoenix, Phoenix, AZ,

Undergraduate Studies in Social Work, Texas Southern University, Houston, TX

Training

Proficient in Microsoft Office Suite

TotalView Workforce Management

Six Sigma-White Belt

SAP

Kronos

Oracle R12

PeopleSoft

Workday

Professional Development

Organization

Society of Human Resource Management

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