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Customer Service Representative

Atlanta, Georgia, United States
February 13, 2018

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Lauren FN Dupree

*** ******** ***, ***********, ** 302**-***-***- 8492


To obtain a position that utilizes my Human Relations skills through critical thinking, problem solving, teamwork and communication, with potential for growth and advancement.




Strong Verbal and Written Communication Skills

Time Management

Building Customer Relations

Highly energetic, personable, and results-oriented professional CLIENT SUPPORT

Planning/Implementation of Medical Software

Account Maintenance

Problem Solving


Applications: Kenexa BrassRing on the Cloud, Interview Stream, Workday, Kronus, IBM Cognus, Sharepoint, WebEx, Oracle, Athenanet Cloud

Computer: Proficient in MS Office Applications(Word, Excel, PowerPoint and Outlook) SELFSTARTER TEAMPLAYER


Enrollment Specialist/Member Services

Kaiser Permanente November 2017- Current

● Represent Health Plan by answering and documenting all incoming contacts to determine their nature of the call

● Respond to complex issues related to specialized product lines and queues

● Assist with Member complaints and concerns with select health plan benefits, account status, payment history and medical services

● Evaluate data and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery

● Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted


Scheduled/Rescheduled all interviews for assigned Recruiting managers

Proactively monitored interview acceptances/declines/delegations to ensure seamless candidates

Managed and resolved last minute logistical issues by owning the scheduling process

Worked with Internal EAs to creatively maneuver around tight schedules

Assisted with scheduling and set up responsibilities related to New Hire Orientation

Assisted with hiring/screening of temporary employees

Partnered with Hiring managers and HR Business partners to identify ideal candidate profiles

Creatively sourced qualified, top-notch candidates for a diverse range of levels and functioning areas across several geographies (sourcing included extensive cold-calling as well as internet, database searches and networking)

Utilized innovative sourcing strategies to attract the best and brightest talent and worked relentlessly to fill active job openings

Handled other administrative aspects of the hiring process

Supported offsite recruiting events as well as occasional special events and independent projects

Provided continuous customer service support for candidate inquiries and/or troubleshooting associated with the submission of their application SR. CLIENT IMPLEMENTATION GLS ANALYST ATHENAHEALTH APRIL 2014-2015

Worked in an inbound call center assisting clients with their technical needs by troubleshooting and configuring their computers

Assisted clients with password resets, turning on settings, obtaining authorizations, verifying user permissions and access

Assisted with each stage of the 5 stage workflow of an appointment, making sure that each staff member is completely aware of the software and how to navigate more efficiently to make their day to day task run more smoothly

Provided outstanding customer service on the phones and face to face with clients and peers

Was accountable for personal expenses and all expense reports, time keeping and reporting

Made sure when teaching, training, and coaching clients on best practices for their site; provided them with workflows, quick picks, and resources to assist them with their needs

Managed personal cases and emails in accordance to quality standards

Participated in classroom training, online trainings and interactive quality sessions to improve on personal knowledge and skills

Assisted Human Resource team with hiring events in Atlanta, providing support for our management teams and assisting our new candidates with the hiring process

Provided teammates with feedback and peer opportunities

Conducted team activities and motivated my teammates to excel CHANNEL OPERATIONS SPECIALIST SUNTRUST HEADQUARTERS DECEMBER 2013

Assisted SunTrust clients with credit card maintenance

Provided outstanding customer care

Completed and solved customer disputes


Assisted clients with all financial needs

Processed Balance Transfers, sent replacement cards, ordered new cards, processed lost/stolen reports, placed and removed security blocks on cards, sent statement via mail or email, completed research

Requested and increased approved credit limits

Assisted all Branch Representatives


Worked in an Inbound/Outbound Call Center

Solicited and enrolled various companies to participate in the Job Opening and Labor Turnover Survey (JOLTS)

Provided computer assisted telephone interviewing and data collection for the Bureau of Labor Statistics contract

Generated reports and maintained logs for completed work assignments and issues encountered during telephone interviews

Prepared, compiled and sorted documents for data entry

Checked source documents for accuracy and verified and corrected data where necessary

Obtained additional information for incomplete documents and updated data and deleted unnecessary files

Combined and rearranged data from source documents where required; Entered data from source documents into prescribed computer database, files and forms CUSTOMER SERVICE REPRESENTATIVE BELLSOUTH/AT&T MARCH 2004NOVEMBER 2007

Received inbound calls regarding AT&T DSL Internet billing inquiries

Handled questions from peers, with primary support from their individual teams and secondary support for other employees in the work group

Participated in customer listening programs to identify customer needs and expectations; provided feedback to individual agents on progress of policy implementation, too functionality and training effectiveness

Reviewed all incoming orders for required documentation on new customer connections and service changes; performed timely and accurate completion of all service availability check request, order entry into multiple systems, customer escalations, process flow, methods development and work tracking process

Conducted, investigated, and ensured appropriate resolution had been reached for telephone or email request and/or complaints from customer

Analyzed incident queue and trends for efficient resolutions and handling; worked closely with AT&T billings operations sales, credit and collections and other entities as required

Oversaw agents and reporting of employee performance including schedule adherence 2

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