Shanesha Joy Moseley

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

Fayetteville, NC

804-***-****

actgsl@r.postjobfree.com

Profile Highly motivated professional with proven commitment to excellence in customer service. Proven leadership abilities in working in a team environment, handling multiple tasks and problem solving with great adaptability to any enterprising environment. Looking to obtain a challenging position offering growth in customer service.

Areas of Strengths

~ Problem Solving ~ Training ~ Team Leadership ~ Customer Service ~ Research ~

Education Roosevelt High School, Gary, IN

Indiana Core 40 Diploma (June 2002)

Fayetteville Technical Community College

Currently pursuing Healthcare Management Technology Degree

Work History Blue Cross and Blue Shield of North Carolina (May 2015-Present)

Benefit verification for Providers and members via inbound calls.

Claims research and reprocessing in Facets, Siebel, and several other processing systems.

Knowledge of medical terminology, CPT, ICD-9, ICD-10, and HCPC.

Knowledge for State, Commercial, and Medicare supplement policies.

Providing exceptional customer service with professionalism, patience, and compassion.

Working knowledge of Microsoft Word and Excel.

When feasible make necessary transfer to appropriate department for assistance.

Ability to de-escalate irate or upset callers with complex situations.

Consistently showing compassion and empathy in difficult times and retaining business.

H&R Block

Tax Associate (December 2012-Feburary 2014) seasonal

Prepare tax returns using paper and electronic method.

Provide the most updated and knowledge per IRS requirements.

Maintain and setting appointments via email or by phone.

Make and receive payments, filing, and answer the phone

Wells Fargo, Norfolk, VA

Personal Banker (May 2013 –December 2013)

Sell retail banking products and services to customers and prospects.

Manage customer portfolio, services relationships among all of Wells Fargo products and services.

Provide broad base of financial, insurance, and credit services with the goals of acquiring 100% of the customers' business. .

Conduct profiling analysis to identify cross sell opportunities and makes outbound sales calls typically by phone to increase product per customer ratio.

Bank of America, Norfolk, VA

Customer Service & Mortgage Retention

Customer Service Representative (April 2008- April 2013)

Provides customer solutions by providing seamless delivery of service, sales and/or fulfillment requests by answering calls, messages or emails in a contact center environment.

Execute knowledge of multiple products and ability to deepen and retain relationships through service and sales.

Solve problems and investigate/resolve a wide variety of issues and requests that include gathering additional information, setting expectations and working with other support organizations to fulfill the request.

Handle escalated issues by successfully navigating the organization to resolve customer requests.

Assist manager in efficiency and overall team morale.

To assist home owner with options to keep home and to obtain payments to satisfy past due amount.

NCO, Capital One, Virginia Beach, VA

Fraud Department

Customer Service Representative/ Trainer (October 2007- April 2008)

Responsible for processing customer inquiries, card activation, fraud analysis and disputes by phone.

Responsible for resolving financial and non-financial customer inquiries (e.g. billing concerns and account maintenance).

To provide the highest quality customer care to customers, providing timely review and resolution of Fraud Alerts while managing special projects as assigned

Investigates and evaluates fraud by contacting cardholders

Handles inbound calls from cardholders, financial institutions and internal departments, giving highest priority, over all other projects and internal tasks, to customer calls and requests. Treats each caller with respect, enthusiasm and professionalism.

Reviews for trends across single and multiple financial institutions

Provides escalation and updates to supervisor regarding cases.

Handle any special projects as assigned by management.

Train new staff on job duties and all established policies and procedures of company.

References Available upon request.

Contact this candidate