Customer Service Training

Anique D. Davis

P.O. Box ****, Tallahassee, FL. *2314

Mobile: 850-***-****

Email: ************@*******.***

Objective

To obtain a position in which I can utilize my Professional Customer Service & Leadership skills.

Skills

Proficient or familiar with a vast array of technologies, including:

Microsoft Word Microsoft Excel Microsoft PowerPoint Microsoft Outlook

Internet Applications ICD-9 Coding CPT Codes Lotus Notes

Education

1993-1997 Fountain-Ft. Carson High School Fountain, Colorado

Diploma received, 3.0 GPA

2010-Current Colorado Technical University Online

Pursuing an Associates Degree in Accounting

24 Credit hours received, 3.0 GPA

Experience

Xerox, Tallahassee Customer Service Rep SME/Trainer

2011-2013

• Assisted child support & unemployment claimants as well as EBT & TANF debit card holders in a call center

environment.

• Issued & cancelled cards, & provided information on their statuses.

• Verified transactions & balances, processed statement requests & disputes, handled & researched supervisor

calls & issues.

• Helped agents achieve a shorter talk time & verified the quality guidelines were being met.

• Held training & refresher classes for new hires & existing employees as the secondary training instructor.

• Developed the training program & materials for the EppiCard new hire program & the crisis call center.

• Prepared & reported the numbers for the site as well as monitored the schedule adherence & productivity of

all agents using CMS.

HP/EDS, Tallahassee Unit Lead 2008-2011

• Oversaw a team of 10 individuals in the processing of enrollment applications for Providers into the Florida

Medicaid Program.

• Worked closely with & attended weekly meetings with AHCA analysts to go over state policy updates &

procedure changes.

• Kept track of the number of applications processed & received per week, & completed weekly reports

regarding the amount of work completed by the department.

• Handled supervisor calls & dealt with Providers, Area Offices, & Field Representatives via phone & e-mail.

• Developed training materials, & trained employees on departmental policies, processes, & phone procedures,

as well as, Facilitated training & instruction for Providers & Field Representatives.

• Conducted performance evaluations & reviews & provided coaching.

• Participated in weekly conference calls to help resolve issues brought up by other departments & area offices.

ACS, Tallahassee Billing Specialist 2005-

2007

• Took calls from claimants, providers, & others regarding the status of Federal Workers Compensation claims.

• Researched bills & adjustments & assisted in the Prior Authorizations, Resolutions & Adjustments

departments as needed.

• Approved, denied, generated & changed authorizations. Resolved suspended bills, & applied authorizations

& re-keyed denied bills.

• Documented each call, handled both calm & irate callers, & maintained a 97 percent average in quality,

productivity, & attendance, respectively.

PATLiVE, Tallahassee FEMA Agent/Customer Service Rep 2004-

2005

• Answered calls from homeowners, lenders, surveyors, & engineers, who wished to have a property removed

from a flood zone.

• Provided them with the status of their cases as well as assistance in navigating the Map Service Center

website and the correct procedures to follow.

• Demonstrated multitasking abilities by submitting & keying requests for additional information received via

voicemail between calls.

Spherion Atlantic Corporation, Tallahassee Temporary Employee 2004-2004

• Data Entry Specialist for ACS in the Medicaid Options program.

o Received returned mail, entered new address information into the Medicaid Options system.

• Office Assistant with the Muscular Dystrophy Association.

o Took calls & messages, sent out mail, & contacted pledge's regarding donations to the association.

Convergys, Tallahassee Benefits Specialist 2003-

2004

• Received & made calls to & from State of Florida employees regarding their medical, supplemental, & life

insurance benefits in a call center environment.

PRWT Services/ACS, Tallahassee Customer Service Rep 2003-2003

• Took calls from Non-custodial & Custodial parents regarding child support disbursements.

• Submitted research for lost payments, faxed paperwork, & submitted affidavits for lost & stolen checks.

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