Customer Service Quality Assurance

Royalty Kelly Bennett

*** ****** *** ** . ******, GA 30082 . 678-***-**** .

***************@*******.***

BUSINESS PROFESSIONAL

** ***** ** ********** ********** in High-Volume, Fast Paced, and Multitask

Environments

"Solving Problems and Taking the Initiative"

Organizational & Personnel Leadership/Customer Support/Excellent Computer

Skills/ & Time Management

A positive -thinking, results oriented, and team spirited Customer Support

Professional recognized for proactively exceeding organizational mandates

over the past 10 years in diverse work environments.

CORE STRENGTHS

Communication Skills (verbal & Written) Project & Assignment

Management

Sales and Marketing Support Interpersonal and Relationship-

building skills

Staff training, development, and empowerment Account Management-

deadline sensitive

Document Control-information processing Customer Service and

client retention

Quality Assurance Medical Terminology

Medical Coding and Billing Insurance Claims

Internet Advertisement-Auto Dealers Loan Processing and

Modifications

Computer: MS Word, Excel, Powerpoint, Witness Systems, Avaya Systems,

QuickBooks, Electronic Medical Records

PROFESSIONAL EXPERIENCE

Department of Families and Children(DFCS) Marietta, GA

2011-Present

Caseworker Assistant

. Assisted Caseworkers through scheduling and reception

. Routed review papers to proper departments

. Handled incoming mail accordingly

. Copied and faxed documents to necessary outside entities

. Updated requested personal and financial information that would affect

client food stamp or TANF benefits

Ryla Inc. Kennesaw, GA 2008-

2011

Projects: Benefeds/Verizon/Proflowers

Team Lead/Customer Service Representative

. Assisted federal employees with dental & vision insurance enrollment

and coverage questions(Benefeds)

. Supervised and directed all aspects of incoming call center operations

. Developed and monitored quotas for service volume and timelines

. Recruited and hired new agents and handled escalated calls

. Assisted customers with technical support of wireless devices and

programming, billing statements, online payment assistance and

enrollments(Verizon)

. Assisted customers with orders and designs of flowers for a specific

occasion(ProFlowers)

Royalty Kelly Bennett-page 2

PREVIOUS WORK EXPERIENCE

Cigoa Networks Inc., Department Manager Norcross, GA

2004-2008

ADP/Discover Staffing, Benefits Analyst Norcross, GA

2006-2007

Smart Funding Inc., Business Development Specialist Kennesaw, GA

2007-2007

AutoTrader.Com, Classified Advertising Consultant Atlanta, GA

2006-2007

RaceTrac Petroleum, Swing Manager Lithia Springs, GA

2004-2005

NovaStar Mortgage, Sr Loan Officer Atlanta, GA

2002-2004

Aetna Inc., Healthcare Facilitator Alpharetta, GA

2000-2002

EDUCATION

Chattahoochie Technical College Marietta, GA Expected

Graduation Date: June 2012

Associate Degree in Nursing

Mandl School of Allied Health New York, NY

Medical Assistant

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