Customer Service Representative

RESUME

SCOTHELIA C MARTIN **********@*****.***

***** ******** ****** **. #*** 936-***-****

Houston, Texas 77073

Objective: To find gainful employment in a customer service or public service industry

Skills and Competencies:

Communication (verbal and written)

Active listening

Decision making and problem solving

Detail-oriented

Proficiency in Word, Powerpoint, Excel and Outlook

Employment History:

November 14, 2016 to January 24, 2018

Customer Service Representative (Inbound Call Center)-Alorica (EGS)- Humble, Texas

Primary responsibilities:

Handle calls to resolve service and/or billing issues primarily in the cable and mobile device insurance industries

Verify and validate customer information

Gather and accurately document info pertinent to issue resolution including corrective actions taken and information provided

Utilize multiple systems and knowledge databases to resolve issues and to

provide accurate information

Explain company policy and procedure when necessary to increase customer understanding

Process and execute follow-through on all transactions necessary to ensure issue resolution

Relate all mandated disclosures and ensure customer comprehension

Process payments and/or adjustments to customer account

Escalate calls when necessary

June 15, 2016 to October 18, 2016

Settlement Claims Representative – Executeam (Harris County Toll Road Authority)- Houston, Texas

Primary Responsibilities:

Handle escalated calls regarding outstanding toll road debts

Discuss payment resolution options

Negotiate and setup payment plan contracts

Process customer payments and generate receipts

Process manual adjustments to invoices

Scothelia Martin **********@*****.***

Advise/educate customers on organizational policies and procedures including mandated disclosures

Update and reactivate toll tag accounts

Process DMV administrative hold release letters

Maintained compliance with and adherence to specified procedural, performance and attendance requirements

Generate and submit end of day daily reports

September 11, 2014 to December 16, 2015

Inbound Call Center Representative – Randstad (Aon Hewitt) – The Woodlands, Texas

Primary Responsibilities:

Handle customer inquiries regarding health and welfare benefits

Ask probing questions to determine customer need and appropriate solution(s)

Determine employee/dependent benefit eligibility per company and governmental policies and regulations

Explain available benefits options, plan provisions, enrollment deadlines and timing, premium amounts

Process annual, new hire, COBRA and QSC enrollments

Reconcile and resolve billing issues

Reconcile and resolve coverage issues with carriers

Create research tickets for issues requiring more extensive research

Assist with web navigation, system logon and password issues

December 19, 2011 to December 31, 2013

Agency Liaison – Manning Family Services – Houston, Texas

Primary Responsibilities:

Gather and validate information obtained from foster parent applicants

Determine state and agency eligibility for foster parent licensing

Update and maintain agency files per DFPS Minimum Standard Requirements

Interact with other foster care agencies, care providers, government agencies and other stakeholders to obtain and provide information and records

Ensure all schedules and deadlines are met

Education:

MPA, Bellevue University, Bellevue, NE June 2014

BA, Organizational Management, Ashford University, Clinton, IA September 2011

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