Nikita A Ferguson

**** ******* ** #**,

Fitchburg, WI, 53713

608-***-****

abjsrk@r.postjobfree.com

DEAR Recruiter

I am looking for a professional position that will allow me to utilize my skills and experience in Accounts

Management and Customer Service I bring a strong ability to public service as it relates to commitment,

professionalism and dedication.

As a Customer Service Specialist I have over four years progressive expert working knowledge of

providing excellent Accounts Management and Customer service skills. In addition to these talents and

abilities, in my past performances I was appointed to STEPP Coach for my team, to assist with providing

higher quality scores for our office ranking. I managed a team of twelve processors handling over sixty

calls each per day.

I know what it means to be highly productive while maintaining quality and working in a Team

environment, I’ve worked with diverse groups of people on various professional levels from Managers

Supervisors to Team Leaders. I know how to motivate others to be highly productive and to do their very

best. I have an innate ability to resolve issues before they become problems. I am confident I can be a

valuable asset to your company. I would welcome the opportunity to be one of the newest members of

your team.

Attached please find my resume and a list of professional references. I look forward to hearing from you

to discuss my qualifications in greater detail.

Sincerely,

Nikita A. Ferguson

SUMMARY:

Self motivated individual with the ability to ascertain new technologies and job responsibilities at the

drop of a button in an ever changing work environment. Demonstrated strengths in customer service,

problem solving, communication, organizational and innovation skills.

PROFESSIONAL GOALS:

To continue my professional career by utilizing my Technical, Accounts Management, Customer Service

and problem solving skills for a company or US Government agency

HIGHLIGHTS OF QUALIFICATIONS:

• Account Management

• Customer Services Excellence

• Insurance Claims processing Specialist

• Motivation Skills

• Crisis Intervention Skills

• Problem Solving Skills

• Troubleshooting Skills

• Certified Nursing Assistant

• Typist 52 WPM

• Billing Specialist

• Multiline Receptionist

• Data Entry

•

HARDWARE / SOFTWARE

• Windows 95 /98/NT/ XP/.NET

• Microsoft Office Suite of products

• 10 key adding machine

• Various Billing and Data entry software

Education

James Madison Memorial High School (Family Life and Development)

Assistant Child Care Teacher Certification

6/2005

James Madison Memorial High School, Madison, WI

6/17/2006

West High School (DCP-Night School), Madison, WI

GPA 3.5

High School Diploma

6/17/2006

Madison Area Technical College (MATC)

Certified Nursing Assistant Certification

6/7/2006

Professional Experience

Allstate Insurance Company, Cross Plains, WI

Claims Processing Specialist

07/2008- Current

• Perform reporting as required. Maintain courteous and timely communication with all

customers at all times to ensure a the best claims experience possible.

• Call customer or field personnel to obtain missing documents previously requested by the Call

Center Representative or missing on faxed order.

• Act as a contact person for the field personnel, medical professionals, and claims carriers to

facilitate the organization of paperwork required for the processing of claims.

• Ensure accuracy of incoming medical documentation and note acceptance in system. Refer

complex clinical, product, or patient questions to Medical Specialist Representatives.

• Review all incoming and outgoing claims-related paperwork for completeness; follow up on

missing information to ensure claims are forwarded for processing in a timely manner.

• Contact appropriate carriers and sales personnel for supplemental information of documentation

requirements for policies.

• Ensure all policy holder and internal requirements are met for each claim and ensures proper

documentation is kept.

• Notify appropriate field personnel of claim status and any special instructions.

Coventry Village Retirement Home, Madison, WI

Certified Nurse Assistant

06/07-05/08

• Responsible for visiting each patient at the place of residence, observing any changes in behavior

or health

• Measured vital signs such as temperature, respiration and blood pressure.

• Documented nutritional and liquid intake as much as possible, and provided reminders to the

patient about medication.

• Assisted the patient with bathing, washing, grooming and dressing. Also prepared food and

assisted the patient with eating.

• Provided social support and companionship to clients, who were completely house-bound and

rarely received visitors.

• Gathered information from patient at visit

• Created reports for supervising registered nurse at the home health facility

Sunny Hill Nursing Home, Madison, WI

MATC Student/Nursing Assistant Program

Apprenticeship training Program

05/2007-06/2007

• Responsible for visiting each patient at the place of residence, observing any changes in behavior

or health

• Measured vital signs such as temperature, respiration and blood pressure.

• Documented nutritional and liquid intake as much as possible, and provided reminders to the

patient about medication.

• Assisted the patient with bathing, washing, grooming and dressing. Also prepared food and

assisted the patient with eating.

• Provided social support and companionship to clients, who were completely house-bound and

received few visitors.

• Gathered information from patient at visit

• Created reports for supervisor and Registered Nurse at the home health agency on the status,

current condition and progress of patient or resident.

SITEL North America, Middleton, WI

Verizon Wireless Customer Service Representative

12/2006-3/2006

Job responsibilities included but were not limited to:

• Serve customers by providing information; on Verizon Wireless suite of products and services and

resolving any problems or issues with Verizon products and services

• Answered product and service questions; made recommendations about products and services. To

current clientele and potential customers

• Initiate customer accounts by recording account information.

• Maintained customer records by updating account information.

• Resolved product or service problems by clarifying the customer's complaint;

• Determining the cause of the problem; selecting and explaining the best solution to resolve the

problem; expediting correction or adjustment; following up to ensure resolution.

• Maintain financial accounts by processing customer adjustments.

• Recommend potential products or services to management by collecting customer information

and analyzing customer trends.

• Prepare product or service reports by collecting and analyzing customer information. Contributes

to team effort by accomplishing related results as needed.

Denny’s, Madison, WI

Server

6/2006-12/2006

• Responsibilities:

• Place customer food orders

• Deliver order in a timely manner

• Check out customers with different payment types

• Keep Restaurant clean and in order

• Achievements:

Offered management position; Declined due to school schedule, Not available for 24 hr

Restaurant

Copps Food Center, Fitchburg, WI

Cashier

6/2005- 9/2005

Responsibilities:

• Manually entering or scanning barcodes for pricing of each item.

• Bag grocery items in customer preferred bag.

• Total items and apply appropriate coupons and/or discounts.

• Process different payment types(ex: Debit, Credit, Cash, EBT, and WIC) and issue appropriate

change and receipt.

Atwood Community Center, Madison, WI

Child Care Assistant

3/2003-6/2003

Responsibilities:

• Prepare Small Snacks For Children

• Assist with homework, art projects, reading, ECT.

• Clean and organize work and play areas for following day

Contact this candidate