Barbara Williams

**** ******** ******* ****, **** Point, NC 27265 C: 336-***-**** ac6sal@r.postjobfree.com

PROFESSIONAL SUMMARY

Multi-faceted, efficient customer service professional. Always striving to deliver superb customer service with attention to detail along with strong organizational skills. The ability to work in a fast paced, quickly changing environment. Punctual, flexible and hardworking in deadline driven environments. Efficient customer service professional that works well with others at all levels including patrons, professionals, children and students. Caring and hardworking team player with excellent interpersonal communication, customer service and office support skills. Strong MS Office, Data Entry, and Internet skill set.

SKILLS

Multi-Task/Detail Oriented Punctual Team Player

Dedicated Time Management Leadership

Ability to work under Pressure Adaptability Flexible

DATA ENTRY/ADMINISTRAIVE PROFESSIONAL:

Responds promptly to customer needs; solicits customer feedback to improve service;

Responds to requests for service and assistance in a professional manner; provides excellent client service while displaying a sense of urgency to the client.

Data entry with a strong focus on accuracy while following the client’s/departmental instructions.

Prepares source data for computer entry by compiling and sorting information; establishing entry priorities.

Processes customer and account source documents by reviewing data for deficiencies; resolving discrepancies by using standard procedures or returning incomplete documents to the team leader for resolution.

Enters customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.

Maintains data entry requirements by following data program techniques and procedures.

Verifies entered customer and account data by reviewing, correcting, deleting, or reentering data; combining data from both systems when account information is incomplete; purging files to eliminate duplication of data.

Tests customer and account system changes and upgrades by inputting new data; reviewing output.

Secures information by completing data base backups.

Maintains operations by following policies and procedures; reporting needed changes.

Maintains customer confidence and protects operations by keeping information confidential.

Contributes to team effort by accomplishing related results as needed.

Works within a team environment to share the work load, served as back up to other positions; looked for ways to improve and promote quality, assists with completing Quality Assurance auditing as assigned.

Demonstrates accuracy and thoroughness; monitors own work to ensure quality.

Demonstrates the ability to work in an environment with constant interruptions while maintaining performance excellence.

Proven high level of positive customer service as well as quality focus while working in a fast paced and demanding environment.

Meets productivity standards; completes work in timely manner and strives to increase productivity.

Experience with telephone system with headset, multiple computer screens and various computer systems but not limited to Microsoft Outlook/Excel/Word, Internet Explorer.

Handles large volume of incoming/outbound calls, chats, emails and web.

Deescalating intense interactions as needed without the assistance of supervisor while maintaining a professional and courteous demeanor with customers, teammates and departmental representatives.

Takes ownership of each contact and preform follow-up when needed to ensure adequate resolution to their situation.

Asks questions, empathize with customers and service departments, research solutions, and submit service requests on customers behalf to achieve service level expectations.

Acts as the liaison between clients, vendors and the IT department with defining business requirements.

Maintained enrollment databases and coordinated electronic transfer of eligibility data.

Conducted manual enrollment updates, including adds, changes, terminations, address updates, ID card requests also member details for claims payments and HIPAA certificates.

Maintain confidentially while handing conferential data for members, to include ssn and mailing address of clients.

Completed screen coding and data entry requirements supporting the system processes impacting the generation and release of member-specific and plan sponsor products (e.g., ID cards).

Delivered consulting services in support of data discrepancies and/or involving reporting alternatives.

Delivered transitional training processes and procedures to smooth the transition for newly hired employees

Work History

Aetna Senior Eligibility Consultant 12.-198*-**-****

North Carolina Guilford County Board of Elections 5-2005 to current

SkatelandUSA Shift Supervisor 05-2012 to current

High Point Jail Bible Study Leader/Board Member 12-2012 to current

Education

High School Diploma

Wilbur Cross High School – 181 Mitchell Drive, New Haven CT 06511

Huntington Institute – Computer Certificate

5 Science Park, New Haven CT, 06511

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