Call Center Representative

Richardlyn Walls

Summary

Seeking employment opportunities to obtain a challenging career that will allow me to utilize my skills, abilities and experience to ensure the company’s success. A personable self-motivated, enthusiastic, energetic, confident, team – oriented, ambitious, hardworking individual also experienced and/or skilled in multitasking, planning. and organizing. More than 7 years working in customers service, overseeing training and call center. Recognized for delivering unparalleled customer service, with a variable track record.

Work Experience

Call Center Representative/Trainer

Access 2 Care

Houston, TX

June 2020 to March 2023

• Answered telephones using Access 2 Care greeting, responding to questions and requests.

• Verified HIPAA using Health Plans points validating systems.

• Assisted members with scheduling non – emergency medical transportation to and from medical appointments.

• Processed members trip information and gave trip number.

• Helped members with editing and cancelling of trips.

• Researched members trip limits, trips scheduled, and trips taken.

• Utilized Microsoft Teams and Outlook to schedule virtual training classes.

• Responsible for the training of new agents.

• Instructed new agents on the procedures, policies, and protocols of the company.

• Trained new agents how to navigate the computer system and how to operate the phone system.

• Kept up with daily attendance and grade book. Also assigned and grade instructional assignments.

• Once new agents completed training, I placed them into production. Call Center Representative

Randstad USA

Houston, TX

November 2019 to February 2020

• Answered telephones using Access 2 Care greeting, responding to questions and requests.

• Verified HIPAA, using members first and last name, date of birth, member I D, address, and phone number.

• Assisted members with scheduling non – emergency medical transportation to and from medical appointments.

• Processed members trip details and gave confirmation number.

• Helped member with updating personal information, making changes to and cancelling trips already scheduled.

• Provided members with trip limits, the number of trips taken and scheduled.

• Contacted Transportation Providers for Estimated Time of Arrival when members were to be picked up.

• Received written and faxed prescriptions or refills requests and verified the information was complete and accurate.

• Processed change of requests forms for members wanting to change primary care doctors and updating personal information via computer.

Data Clerk

Core Staff

Houston, TX

November 2018 to November 2019

• Scanned and logged in incoming boxes for each project.

• Prepped and arranged documents for copying and scanning.

• Entered data onto disks for subsequent entry using computers and scanners.

• Maintained accurate files, logs of activities and completed work.

• Accessed electronic and paper cataloging systems to search for documents when requested.

• Identified and corrected data entry errors using established quality control methods. Temp Worker

Adecco Staffing

Houston, TX

July 2013 to 2018

• Confirmed personal confidential information prior to servicing members.

• Assisted over 100 members daily to verify balances and resolve financial disputes with Flex plan accounts.

• Greeted employees and customers upon entering building.

• Processed incoming mail for 6 different departments, ensuring mail was delivered properly.

• Answered and directed all inbound calls to multiple department and employees.

• Utilized Microsoft Outlook and Word to create client files and reports to manage delivery schedules.

• Performed high volume of filing, while copying, scanning, and faxing documents to clients and associates.

• Tracked cargo using multiple methods of distribution to ensure cargo arrived according to original Estimated Time of Arrival

Education

High School or Equivalent in Academic

GED

Houston Community College

Skills

Customer Service Skills, Call Center, Training, Complaint Handling/Disputes Resolutions, Data Entry, Multiple – Line Phone Systems, MS Excel, Outlook, Teams and Word. Copying, Scanning and Faxing, using Xerox and Cannon office machines.

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