Customer Service Representative
Resume:
Raina Hull-Perry
East Ridge, TN 37412
*********@*****.***
www.linkedin.com/pub/raina-hull-perry/41/b13/73
EDUCATION
Northern Illinois University DeKalb, IL
Liberal Arts Major
St. Martin de Porres Academy Chicago, IL
Secondary Education Diploma, May 1993
EXPERIENCE
Wilkins Research Services, LLC Chattanooga, TN
Quality Assurance Monitor Feb 2018-Current
Reviews interviewer recordings for quality assurance. Determines if correct protocols were used on capturing respondent data. Completes monitoring forms according to department guidelines. Provides comments that will enable a coaching supervisor to follow up with those who need help. When necessary, assist with floor support and assisting supervisors with interviewers on call center floor.
Interviewer Aug 2017-Feb 2018
Assists with large data collection for surveys. High inbound call center, data entry. Conducts market research on a variety of topics. Contacting individuals and asking a series scripted questions over the telephone
CodeSwitch, LLC. Remote
Social Media Manager Feb 2017-Aug-2017
Develops strategy and executes for engagement, content creation, and brand positioning for a technology non profit across all major social networks and select niche communities. Provides
thought-leadership and identifies opportunities, tools and trends in the social space. Manages key relationships with key media outlets and influencers. Drives data based improvements in day to day channel performance.
Allstate (contracted through Kelly Services) Northbrook, IL
Roadside Payment Services May 2014 –Jan 2015
Received invoices from road service providers for processing and payment. High volume inbound phones fielding inquires, providing payment status and translating Allstate operations policy in regards to payments for services rendered. Report generation, adapting to frequent procedural changes and heavy interaction with service providers and tow truck operators in a nationwide network.
Annuity Claims Examiner
Responsible for reviewing claim forms and proofs received to ensure all claims are in proper order for payment and processing financial transactions related to death claims. Determines the correct beneficiaries and analyze completed claim forms. Identifies and refers complex related claims and research items to claims risk management. Calculates benefits payable for life of annuity contracts, including interest in compliance with policy provisions and state and federal regulations. Maintains knowledge of claim practices, policies and procedures. Adheres to claims processing time guidelines and maintain processing accuracy
Intuit (contracted through Fellows Placement) Arlington Heights, IL
First Tier Online Payroll and Support Dec 2011-May 2012
Provided call center support for small business payroll processors using Intuit Online Payroll database. Offered assistance with federal and local tax compliance including electronic payments and filing tax forms. Guided clients through exporting of payroll data, adding and maintenance of employee databases, direct deposit information and other pertinent payroll functions
Center for Adult and Exponential Learning/CAEL (Select Staffing) Chicago, IL
Payment Specialist Jul 2007-Mar 2009
Researched and approved all tuition bills and/or reimbursements assigned. Entered tuition check requests and reconciled daily entries. Researched and responded to all inquiries related to bills and payments. Maintained filed and records related to tuition bills and payments. Entered applications into
database, processed reports and additional duties as required. Phone contact with educational institutions and their students
The Pampered Chef World Headquarters (Venturi Staffing) Lombard, IL
Tier One Technical Support Jan 2007- May 2007
Performed technical support for TPC proprietary software in high volume call center. Heavy data entry, report generation, multitasking while adhering to aggressive deadlines
Dovenmuehle Mortgage (Workway Temporary Services) Schaumburg, IL
Mortgage Customer Service Representative Oct 2005- Jan 2006
Responded to inquiries by clients, branches and various internal departments regarding particular aspects of mortgage loan administration. Provided information regarding mortgage accounts to customers. Translated investor policy regarding mortgages while answering calls in a high volume call center.
Woodward MPC Skokie, IL
Quality Assurance Sept 2004- Oct 2005
Performed quality techniques with aircraft components to ensure customer compliance, including yet not limited to instrument calibration, tracking and manufacturing flow and report on materials. Conducted physical inspection of production floor to determine and approve workmanship and specifications. Coordinate with Quality Control Engineers, Production Floor Managers and other entities for continued updates and review of customer requirements.
Rail Europe Group Rosemont, IL
Travel Service Representative Oct 2003- Aug 2004
Pursued the sales of different European travel products making sure customers’ needs are met. Assisted clientele in coordination of international travel itineraries and making them aware of relevant products including hotel, car rental, and air options. Communicated policies, conditions of use, and penalties of all products. Performed within top ten percent of set sales quota for fiscal quarter.
CERTIFICATIONS AND EXPERTISE
●Certified by Intuit in Problem Solving, Intuit Online Payroll, Print Trouble Shooting, Export, and QuickBooks
●Proficient in Data Entry, Database Management, Microsoft Office, Xerox Printer Troubleshooting, Customer Service, Process Improvement, Sales, Strategic Planning, Analysis, Quality Assurance, Instrument Calibration, Prepayment and Reimbursements, Direct Debit, Online Travel, Overseas Rail Reservations, Phones, Clerical Skills, Administrative Duties, Call Centers, Payroll Processing
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