Sheila BrownMiddleton

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

Winston-Salem, NC 27107

336-***-****

SKILLS: To enhance and challenge my current skills as an experienced professional with expertise in Customer Service, Worker's Compensation Claims Examination/Processing, Sales, Account Management and both Computerized and Manual Record Keeping. Encouraging others to seek self sufficiency and reach their full potential.

EXPERIENCE

MEDCOST WINSTON-SALEM, NC

CUSTOMER SERVICE REPRESENTATIVE 1/2012 – 10/2015

Provide service and resolution to inbound callers while maintaining excellent customer service. Log each inquiry into the database and document the call type, referral code and all narrative documentation to support the call. If necessary, determine the need for resolution within the appropriate referral channels and send request for additional action steps. Make necessary outbound calls to correct issues or facilitate resolution for customer. Use of resource information to ensure appropriate information is given. Adherence to schedule and goals set to maintain proper queue coverage. Participate in weekly staff meetings and monthly training meetings related to skill enhancement and any other duties assigned.

HIGHER ONE, INC NEW HAVEN, CT

SEASONAL HOME BASED CUSTOMER SERVICE REP 8/2011 – 12/2011 As a home based employee for an online/web banking company, I respond to inbound telephone inquiries from Higher One accountholders. As a customer service representative, I serve as the first contact with card holders providing stellar customer service. In this role, I assist customers with questions and issues regarding their accounts efficiently and timely. I adhere to the work schedule to support daily call volume.

PRO UNLIMITED TEMP SVS/CIGNA GOVERNMENT SERVICES HIGH POINT, NC

CUSTOMER SERVICE REPRESENTATIVE 7/2010 – 03/2011

My responsibilities require professional interaction with customers and business partners, both internal and external. Utilizing provided work instructions I am able to provide my customers with information, facts and policies, procedures, resources and codes to insure accurate and efficient responses. Compliance with HIPAA and CIGNA guidelines are part of the requirements of my job, ensuring that they are met before releasing information regarding the specified plan and accurately documenting contents of the call. I am able to locate and interpret complex information from 10 or more computer applications simultaneously. Meeting the expected metrics set for the call center is a responsibility. I have an average AHT of 290 seconds compared to an overall floor average of 369 seconds and an expected metric of 480 seconds. This is the 4th lowest AHT in the call center.

KELLY SERVICES TEMP SVS/AON CONSULTING WINSTON-SALEM, NC

DEVA CUSTOMER SERVICE REPRESENTATIVE 03/2010 – 7/2010

My responsibility included handling a high volume of inbound calls from participants of various companies. Callers needed to verify the eligibility of their dependents on their health benefits plans. In this position, I advised callers of the documents needed to complete the audit process and escalated concerns appropriately via internal process if research or further development was needed or if a circumstance arose that had not already been remedied. I met and exceeded daily productivity and quality goals while delivering outstanding service to my customer. Adherence to work schedule in a manner that supports planned call volumes was essential.

AJILON TEMP SVS/PEPSI BOTTLING GROUP WINSTON-SALEM, NC

CUSTOMER PORTFOLIO SPECIALIST 10/2009 - 12/2009

AEROTEK SVS/TRULIANT FEDERAL CREDIT UNION WINSTON-SALEM, NC

COLLECTIONS ANALYST 12\2008 – 10/2009

DATA MAX INC. WINSTON-SALEM, NC

COLLECTIONS ANALYST 05\2005 – 10\2008

NEX GEN TEMP SVS/AON CONSULTING INC. WINSTON-SALEM, NC

DATA ANALYST/FILE CLERK 04\2004 – 03\2005

OFFICE TEAM TEMP/DUDLEY COSMETICS PRODUCTS KERNERSVILLE, NC

CUSTOMER CARE REPRESENTATIVE 01\2004- 03\2004

TEMP CONTRACT EMPLOYEE/GMAC INSURANCE, INC WINSTON-SALEM, NC

CLAIMS ASSISTANT 07\2003- 09\2003

DISTRICT OF COLUMBIA GOVERNMENT, DEPT OF EMPLOYMENT SERVICES

LABOR STANDARDS, OFFICE OF DISABILITY COMPENSATION, WASHINGTON, DC

SENIOR CLAIMS EXAMINER 06\1986-11\1994

DISTRICT OF COLUMBIA GOVERNMENT, DEPARTMENT OF EMPLOYMENT SERVICES, WASHINGTON, DC

VARIOUS PARAPROFESSIONAL JOBS 06\1981-06\1986

Education:

Liberty University Online Currently Enrolled/Graduate 2016 Lynchburg, VA

American University Washington, DC

Completed courses in Basic Writing and English Grammar

Catholic University Law School Washington, DC

Completed Course in Worker’s Compensation Law

Debbie Allen-Chabner- Medical Terminology Washington, DC

Irvin High School- High School Diploma El Paso, TX

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