Customer Service Quality Control

Deborah Owens

PO Box ***** • Phoenix, AZ *****

E-mail *******@*****.*** • Phone 972-***-****

SKILLS SUMMARY

People oriented and goal directed team player who plans and organizes work efficiently while paying careful attention to detail. Provides excellent service while showing initiative for continual process improvement efforts. Able to maintain a high level of integrity and dependability including the ability to learn quickly to ensure company success.

PROFESSIONAL EXPERIENCE

University of Phoenix, Phoenix, AZ May 2011 – Present

Enrollment Advisor

• Provide exceptional customer service to potential and current students via telephone and email

• Identifies students educational goals by utilizing critical thinking and problem solving skills

• Assist students in making informed decisions by providing comprehensive enrollment options and program information

• Identifies potential barriers in student processes and initiates steps in problem resolution

• Proactively monitors student progress and participation through the enrollment process

Morgan Stanley Smith Barney, Dallas, TX Jan 2006 – Aug 2010

Branch Support Service Associate

• Manage incoming client requests through multiple mediums including phone, email, fax, and internal workflow systems

• Provide quality control ensuring compliance standards set forth by the SEC and internal Legal group are meet in support of over 1.5 million documents per year

• Preserve client security and company integrity when analyzing confidential company document standards

• Subject matter expert regarding anti-money laundering, customer identification, and Patriot Act rules

• Interact regularly with senior leadership to support decision making process ensuring operational efficiency

Various Temp Agencies, Dallas, TX Aug 2005 – Jan 2006

Intracorp (Cigna), Dallas, TX Jan 2000 – Aug 2005

Medical Services Specialist

• Served as liaison for company with multiple workers’ compensation vendors to ensure accurate and efficient medical reviews

• Utilized subject matter expertise regarding HIPAA standards to ensure patient procedure certification paperwork and guidelines were met

Humana Health Care, Dallas, TX Dec 1996 – Aug 1999

Orientation Specialist

• Coordinated end to end medical plan orientation process for new members

• Conducted educational seminars ensuring new members understand plan guidelines

EDUCATION, SKILLS AND CONTINUING EDUCATION

• Microsoft Office including Excel, Word, PowerPoint, Access, and Outlook

• Institute of Computer Management – Associate Degree in Specialized Business

• University of Phoenix – Bachelors of Science in Health Administration

• University of Phoenix – Master of Health Administration – Expected Graduation 2014

MILITARY SERVICE

• U.S. Army October 1977 to October 1986

• Honorable Discharge

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