Customer Service Rep/ Call Center Agent

Catrina Monike McCormick

***** ** ****** **** #* 601-***-*****

Houston, TX 77062

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

Objective: To obtain an entry-level position whereas, I may be able to utilize my educational background plus new skills that have been acquired with time.

Education: Mississippi Delta Community College Moorhead, MS

Medical Laboratory Technology (MLT) August 2008- December 2010

Certifications: Certified Phlebotomist Jackson, MS

Certified Venous Access Specialist (CVAS) April 2010

CPR Certified Moorhead, MS

Mississippi Delta Community College August 2008

Highlights: Reliable Honest

Hardworking Team worker

Multi-tasking Typing Skills of 35 WPM

Excellent telephone etiquette Skilled in office etiquette

Complete tasks in timely manner

Microsoft App Skills: Word, Excel, Works, and PowerPoint

Maintain a professional and positive stature in work vicinity at all times

Work History:

Comcast (Retention/Loyalty) Jackson, MS

Customer Account Executive II Mar. 31, 2014-Oct.2017

Required the ability to work and perform in a fast-paced, often high pressure environment w/proven ability to maintain composure in stressful situations and manages/diffuse irate customers. Communication w/customers may be inbound/outbound; CAE re-energize customers’ experience and relationships by reselling the benefits/values of our products/services.

Elicits/records customer information/inquiries, following prompts from a computerized system; possess the ability to wear telephone headsets/manipulate objects such as pens, keyboards, and mouse.

Saves/retains Comcast customers by identifying reasons for request to disconnect/downgrade services; develops and maintains up-to-date knowledge of the company’s products, programming, and marketing campaigns in order to effectively sell new upgraded services.

Resolves customer complaints/concerns through active listening, empathy, and professionalism; demonstrates ability to establish/maintain effective relationships w/customers.

Meets/exceeds budgeted retention goals for all product lines, also demonstrates the ability to meet individual performance goals.

CAE must positively position Comcast products against competitive program offerings; CAE relates well to customer, thinks and exercises sound judgment, and acts responsibly in the customer/company’s best interest

Nissan North America (Canton) Canton, MS

Paint Production Technician Dec. 3, 2012- Mar. 28, 2014

Performs variety of tasks on the Inspection line such as: Repairing vehicle parts by sanding out any and all defects that passes the line; next step is to buff any and all defects, third step is to use polisher (finesse solution) to polish/high-gloss the part, and the last step of the process is to “Confirm Workmanship” to ensure “Quality” before being shipped out.

Perform task upon the Inspection Deck/Booth: which entails the duties of lifting all parts coming out of the spray booth/oven, and using your keen eyesight and distinct touch to find and mark (using a demographic pencil) all defects to be repaired upon the inspection line; also, the inspector places the vehicle/part label inside the part

Performs the tasks of Unloading Fronts/Rears: which entails the duties of labeling all broadcast sheets upon proper rack and loading those specific racks according to the broadcast sheets. The fronts, which are the facial (front bumper) of the vehicle are placed in the racks and assembled with the grille, emblems, lining, head/fog lamps by the TK Sub Assembly Group, which is then placed upon a conveyor to be shipped to TK Ship Out to be shipped out upon a final inspection to the next department or phase of the manufacturing plant. The processes of the rears (back bumper) of the vehicle are done the same as well.

Performs task at the CMG (Center Muck Guard) conveyor table which is assembling proper clips and protective CMG tape onto the CMG; ensuring there’s no defects/damage upon the CMG’s before placing them in their specific color-code racks to be shipped out to the next phase/department.

Performs 5S tasks, which is simply maintaining a clean workstation and plant to ensure a “Safe and Healthy” environment for all. The goal is to always promote “Quality” in all aspects of the variety of jobs performed inside/out the manufacturing plant.

Medicare Secondary Payer Recovery Contractors (MSPRC) Jackson, MS

Case Analyst I July 2011-Sept. 2011

Responsible for answering phone inquiries & processes correspondence received in relation to the work performed for the Medicare Secondary Payer Recovery Contract: Phone inquiries from beneficiaries, attorneys, other Medicare contractors, & insurance companies daily

Research claims data/applicable guidelines; makes request for refunds, & provide information to those making the inquiries regarding secondary payer liability and actions to be taken

Review and respond to requests for waivers/reconsiderations; responsible for identifying mistaken Medicare primary payments; initiate recovery process within the ReMas system; and issue conditional payment listings, as well as no claims paid letters, and final demand letters to specific entities

Compose letters notifying the proper parties of case status; Responsible for providing claims payment updates to: Attorneys, beneficiaries, other insurance companies, & workers’ comp carriers

Performs follow-up duties as prescribed by Medicare requirements/at timely intervals when Medicare makes conditional payments

Works in team vicinity and is expected to assist other team members as needed

Patients’ Choice Medical Center Belzoni, MS Admission Clerk Feb.2008- May 2011

Greeted patients with courtesy

Accessed patient’s medical records in the database; perform necessary revisions

Updated patient’s records daily

Assisted patients on signing triage forms inside of the Emergency Room charts

Input patients as Outpatient status/Inpatient status, according to ER triage; specific codes/type

Discharge patients out of system’s database appropriately

Retrieve/verified patient’s insurance inquiries and claims, to input patient in ER properly

Collect proper co-payments

Stuffed Swingbed/Acute Care charts with specified charting documents

Recorded doctor’s time at end of each shift for payroll purposes

Made labels and armbands for Inpatient admissions

Mid-Delta Home Health and Hospice Belzoni, MS

Receptionist/Switchboard Operator March 2006- Oct. 2007

Greeted clients with courtesy

Data Entry

Filed documents

Answered multi-lined phone system transferring calls

Accessed clients with or without appointments with specified executives

Notified necessary executives of client’s arrival at the facility

Helped prepared conference rooms for executive meetings that were held

Lighthouse Point Casino Greenville, MS

Cage Cashier March 2005- July 2005

Greeted patrons with courtesy

Performed “Even Exchanges” with patrons

Handling exchanges of: coins, cash, checks, and credit card transactions

Cashed patron’s checks, all expect third party checks, in the cage’s “In-house Check System”

Performed exchanges daily/nightly using money drawers of extremely large sums of cash

Balanced money drawers at the beginning/ending of shifts to zero-out to ensure proper handling

Ordered money from main bank of casino at end of shift for the next relief or if drawer was short

Coined money bags with the assistance of a Coin Jetsorter to send down to the main bank

Counted, rotated, and reported gaming chips valuing large sums daily

Completed paperwork and reported it to shift supervisors, and main bank at the end of shift of non-zeroed out drawers and the amount of the differences

References: Available Upon Request

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