PROFESSIONAL PROFILE

Seasoned professional dedicated to bringing organizations to the next phase of growth and development. Diligent and motivated to improve processes, streamline operations and increase revenue. EDUCATION

Dental Assisting Diploma, Technical College, Albany, GA, 2004 SKILLS HIGHLIGHTS

Office Operations

Performance Management

Process Improvement

Date Entry/Typing

Business Planning

Takes Initiative

Basic Mathematics

Microsoft Suite

Leadership/Results-oriented

Ability to Train Others

Customer Service

Office Equipment

Retail Skills

Call Center Skills

Crisis Management/Intervention

Deliver clear/effective messages

Performance Optimization

Profitability Improvement

Consensus Building & Teaming

Psychology Knowledge

Data Management/Analysis

Interpersonal Communication

Problem Solving

Problem Management

Meets Deadlines

Listening/Critical Thinking

Attention to Detail

Open-Door Policy

Written Communication

Customer Service

QUALIFICATIONS

• Handle complex program and resource inquiries and apply critical thinking skills.

• Interpret and analyze client data, identify patterns and draws logical conclusions from that data: effectively problem solves discrepancies in case related system issues to assure accurate program actions.

• Input documents, newsletters, meetings note on Microsoft Outlook and Google Doc.

• Handle confidential and sensitive information on a regular basis and maintain confidentiality.

• Work effectively with clients in crisis who may be angry or difficult to communicate with.

• Ability to manage multiple projects, meet deadlines and adjust priorities in a fast-paced environment.

• Demonstrate service excellence at all times to Clients (external Partners), insurance companies/payers

(external Partners), and colleagues (internal Partners). PROFESSIONAL EXPERIENCE

Everise (Work from Home), Albany, GA, 11/2022-Present CUSTOMER SERVICE REPRESENTATIVE

Resolve customer inquiries via telephone in a timely and appropriate manner. Responds to basic member, provider, and other inquiries while meeting guidelines and performance standards. Coordinate the day-to-day work functions, acting as a “go to” person and investigating and resolving complex issues. Initiate change requests to resolve system configuration questions impacting claims processing. Reference current materials to answer escalated and complex inquiries from members and providers regarding claims, eligibility, covered benefits and authorization status matters. Provide first call resolution and “own the process” by working with appropriate internal/external resources and ensure the closure of all inquiries. Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application. Identify trends related to member and/or provider inquiries to respond proactively and provide feedback to management. Collaborate with other departments on cross functional tasks and projects Maintain performance and quality standards based on established call center metrics including turn-around times. FedEx Corporation, Albany, GA, 10/2015-10/2022

COURIER

Provides efficient and safe delivery and pick-up of packages, while representing the company in a professional manner. Operates non-articulated vehicles safely and efficiently, complying with all governmental and corporate procedures. Accomplishes accurate and timely selection and inspection of assigned packages and the subsequent LAKESHIA N. ARNOLD

2801 Pine Valley Road, Albany, GA 31707 advdbe@r.postjobfree.com 229-***-**** reporting of stop counts. Seeks additional business from current customers and attempts to gain new business; passes leads to sales department; informs sales department of significant changes in customer use/competitors actions. Answers customer’s questions on FedEx features of service, and keeps customers informed about the company and its services. Ensures that packages conform to FedEx features of service, that proper labeling is provided, and that all paperwork is complete. Determines legality of packages including special requirements for dangerous goods and international shipments; separates packages by service type and destination, in accordance with established procedures. Scans packages according to prescribed procedures; demonstrates proficiency in features of service and equipment. Ensures customers have adequate supply of FedEx materials for shipping. Meets aircraft and transports packages as required for sorting operations. Loads and unloads aircraft, containers and company vehicles; operates mechanized ramp equipment to load and unload packages. Cleans, washes and performs minor maintenance to company equipment as necessary; maintains neat and clean personal appearance. ConAgra Foods, Albany, GA, 08/2014-03/2015

PRODUCTION UTILITY

Observe machine operations to ensure quality and conformity of filled or packaged products to standards. Adjust machine components and machine tension and pressure according to size or processing angle of product. Operate Capper machine that seals filled jars of peanut butter. Operate Arpack is the machine that shrink wrapped filled jars of peanut butter before transferred to warehouse for shipping. Operate Depal machine which unloads empty jars from pallet and send via converter table to be filled by Filler machine. Perform proper startup and shutdown on all the machines. Ensures equipment and machines are clean and operating properly. Remove finished packaged items from machine and separate rejected items. Secure finished packaged items by hand tying, sewing, gluing, stapling, or attaching fastener. Sort, grade, weigh, and inspect products, verifying and adjusting product weight or measurement to meet specifications. Stacks finished packaged items or wrap protective material around each item and pack the items in cartons or containers. Supply materials to spindles, conveyors, hoppers, or other feeding devices and unload packaged product. Stock and sort product for packaging or filling machine operation, and replenish packaging supplies, such as wrapping paper, plastic sheet, boxes, cartons, glue, ink, or labels. Perform minor maintenance, when required, to resolve problems. Report major malfunctions to management to request repairs.

United States Postal Service, Albany, GA, 05/2012-08/2014 RURAL CARRIER

Sorts mail in delivery sequence for the assigned route. Receives and signs for accountable mail. Loads mail in vehicle. Delivers mail to customers along a prescribed route and on a regular schedule by a vehicle; collects monies and receipts for accountable mail; picks up mail from customers’ roadside boxes. Sells stamps, stamped paper and money orders; accepts C.O.D., registered, certified, and insured mail and parcel post; furnishes routine information concerning postal matters and provides requested forms to customer. Returns mail collected, undeliverable mail, and submits monies and receipts to post office. Prepares mail for forwarding and maintains records of change of address information. Prepares a daily trip report and maintains a list of the customers on the route. Conducts special surveys when required.

TeleTech, Albany, GA, 08/2011-05/2012

CUSOMER SERVICE REPRESENTATIVE

Gives prompt, reliable, and accurate information to customers via chat-based communication. Handles questions and problems that address product issues. Requires a general knowledge and understanding of all products and internal support tools. Responsible for reporting/escalating issues and problems through the appropriate channels. May be called upon to assume greater responsibility as business needs dictate. Regularly improves the processes in the Contact Center. Proactively identifies ways to avoid recurrence of customer problems or issues. Requires minimum supervision to monitor activity and direct goal achievement. Process new client accounts, maintain current customer accounts, implement changes to existing accounts, and file accordingly.

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