Customer Service Technical Support

Nakia Shropshire Swint

** * ********* ***. **********, OH 45215

513-***-**** *********@*****.***

Objective

To secure a position at a well-established organization with a stable environment that will lead to a lasting relationship and the ability to allow me to continue to excel. Experience

10/2016 – 6/2017 United Health Care Cincinnati, OH Customer Care Representative

Received inbound calls from members and providers in regard to their benefits

Review completed claims for accuracy

Processed medical claims submitted by providers and reviewed for coverage eligibility 11/30/2016 – 10/2016 Humana Cincinnati, OH

Patient Care Coordinator

Receive inbound calls and assist members and doctors' offices with ordering specialty medications while proving empathetic and compassionate customer service

Adding and updating information provided by members of Humana to their profile

Run test claims against medical coverage

7/2014 – 11/28/2015 U.S. Bank Cincinnati, OH

Personal Banker

Receive inbound calls and assist clients with resolutions regarding their account and banking inquiries

Sell and cross-sell bank products according to client needs

Actively develop new client relationships in regard to bank products/services while facilitating complex customer service issues

8/2012 – 7/2014 National Electronics Warranty Lawrenceville, GA Customer Care Representative

Receive and process an average of 693 inbound client technical support calls

Provide extensive support and de-escalation to clients with data connectivity issues

Extensive problem solving via database and company software while maintaining a good rapport with client and providing resolution progress 11/2009 – 3/2011 Spherion Lawrenceville, GA

Help Desk

Resolved complex client issues and concerns using strong negotiation skills and de-escalation tactics

Support clients with account concerns and navigate company software and database to provide acceptable resolutions regarding escalated client concerns with products

Consistently provided positive assistance and extensive de-escalation practices to clients successfully

12/2006 – 10/2009 Bob Shropshire Sons Insurance and Bonding Cincinnati, OH Office Assistant

Sales and execution of agency products including retaining 85% of policyholders during annual renewal period; promotion, processing applications, payments, corrections, endorsements, and cancellation of policies

Developed, implemented, and monitored new underwriting guidelines for the agency

Extensive client development and promotional coverage while maintaining necessary continuing education for the industry and professional development requirements

Continually promoted client retention through building working relationships with various businesses throughout the community including, but not limited to, auto dealers and loan processors

Achievements/Highlights/Skills

Knowledge Center, Microsoft Office, Seibel, Image Retrieval, Citrix, Avaya, Agent Answer Center

Ability to type 60 words per minute

Critical thinker who addresses customer support issues timely and who consistently exceeds performance standards and goals using advanced troubleshooting skills and extensive IT background

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