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Customer Service Representative

St. Petersburg, Florida, United States
August 27, 2018

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Keyana S Nottingham

***** *. **** ******

Apt B

Tampa, FL 33612

Phone: 813-***-****


Nationally Certified Customer Service Professional

Dedicated professional with over 15 years' experience, knowledge of business principles and processes for providing social and personal services, specializing in outstanding customer service. Seeking an opportunity for growth and development within a respectable organization.

Key Strengths

Written and Oral Communication, Problem Sensitivity,

Building Relationships, Written and Computer Documentation

Professional Experience

Test Center Admin

02/2018 - Current Prometric Test Center 204 S. Hoover Blvd. Ste 250, Tampa, FL

Resolve or report candidate issues with urgency according to Client's practice, report any occurrences outside company guidelines to corporate/management determined by following the SOP.

Secure all computer software and hardware in the test center at all time, including rebooting computer servers, restarting test, and resetting passwords as necessary

Maintain and apply expert knowledge of test center policies, practices, and procedures while remaining professional and discreet about candidates scores and personal information shared with me as the TCA

Survey Intake

10/2017 - 11/2017 H2 Insight-Staffing Now Inc., (SNI) 5455 W. Waters Ave. #200, Tampa, FL

Oversaw and communicated with 75+customers a day in a high volume reception area

Organized paperwork and documents for 50+ participants a day into their case workers mailboxes

Assisted 10+ customers a day in effective resume writing

Interacted one on one and in groups of individuals from diverse ranges of backgrounds.

Eligibility Interviewers, Government Programs

10/2017 - 10/2017 DCF FFF-Careersource Multiple Sites, Plant City, FL

Interviewed applicants and evaluated the household's eligibility requirements for DSNAP

Verified identity of the applicant, checked for complete and legible mailing addresses on applications before sending candidate to DCF cardholder

Ensured applicants listed themselves and applicable household members by explaining who qualified to be listed in the Household Member section

Checked for First Name, Last Name and Date of Birth for each household member listed to ensure fraud protection or issues in the interim of them waiting for assistance.

Customer Service Representatives

10/2014 - 09/2017 Quest Diagnostics 10441 University Center Dr, Tampa, FL

Corresponded with doctors/nurses to answer test inquiries, give turnaround times for tests, provide lab results, add or remove tests ordered, and also transferred clients over to dispatch for stat or routine lab pickups, to include manually faxing/E-faxing/Emailing/ or sending electronic printer test results to clients office

Documented client's account identifying the contact person's name & title before releasing results, and prepared documents to be completed, such as Missing information forms, NOTP(Non-ordering Treating Physician) forms, Mislabeled and unlabeled forms needed for lab test, forms client needs when there is information missing or incorrect.

Monitor Online Call Log, and Delay Call log daily, to call clients and report test results, Stats, Priority 1, 2, 3, Calls, and Faxes to clients.

Patient Care Advocate

06/2014 - 10/2014 World Wide Medical Services 8506 Benjamin Road Suite, Tampa, FL

Trained new employees on my job duties to inform them on how to contact doctor's offices and what rebuttals to use to get fax numbers from the doctor's office

Answered customers' questions about products and product uses, mailed patients brochures to educate them on products offered

Performed administrative duties, such as keeping sales records, and following up with doctor's office to find out if scripts were received and signed to be sent in to us.

Non-licensed Insurance Rep/CSR

10/2013 - 12/2013 Health Plan One LLC 6302 E. Martin Luther King Blvd., Tampa, FL

Identified 50+ customers an hour to discern their questions and concerns, then transferred them over to a licensed agent for policy assistance

Responded to customers online or mailed in inquiries with 25+ scripted outbound calls an hour to follow up and verify literature on plan options were received

Scheduled 50+ customers a day for callbacks with licensed agents for questions, plan information, and enrollments.

OPS Emp Security Rep I

12/2011 - 06/2013 OPS-Tampa Bay Workforce Alliance 9215 N. Florida Ave. STE 101, Tampa, FL

Supervised and managed 100+ customers a day in a busy computer resource room

Daily compiled 200 customer's information into a monitored database to record job loss/gain/reemployment

Guided 20+ customers a day to the proper departments, and explained why and where they needed to go for services/assistance

Proofread and recommended 75+ customers a day on their resume, computer software, internet, and re-employment websites.

Customer Service Representative WTP

10/2011 - 11/2011 ResCare-Tampa Bay Workforce Alliance 9215 N. Florida Ave. Ste 107, Tampa, FL

Oversaw and communicated with 75+customers a day in a high volume reception area

Organized paperwork and documents for 50+ participants a day into their case workers mailboxes

Assisted 10+ customers a day in effective resume writing

Interacted one on one and in groups of individuals from diverse ranges of backgrounds.


08/2011 - 10/2011 Customer Service Certification Class 9215 N. Florida Ave. Ste 101 Rm 20, Tampa, FL

Instructed students individually or in groups of 6, to help the student's master assignments and reinforce learning concepts presented by the lead instructor

Performed and demonstrated proper customer service and sales techniques

Presented subject matter to 40 students using lectures, discussions, supervised role-playing methods, mock interviews, and sales presentations and critiqued them with the lead instructor

Gathered job leads and career fair information for students twice a week to assist the class in finding work related to their certification.

General Medicare Tech/Customer Service Rep

10/2010 - 03/2011 Vangent, Inc 3020 US 301 S., Riverview, FL

As General Medicare Tech/CSR identified customers who were eligible for Medicare and if so explained their insurance coverage and offered what coverage was available in their area.

Reduced the amount of times the customers were transferred by answering general Medicare questions for 150+ customers a day

Reviewed drug plans of approved Medicare Part A&B customers daily and enrolled 50+ customers into drug plans of their choosing.


Issuing Institution Location Degree Received Course of Study

Hillsborough Community College FL 1 Year of College or a Technical or Vocational School Business

Gary Adult High FL High School Diploma Basic GED

Occupational Licenses & Certificates

Certification Title Issuing Organization Completion Date

National Certification for Customer Serv NRF Foundation and Research 08/2011

Data Entry Certification Earle C. Clements Job Corps Academy 05/2003

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