Lezette D Ward

*** ********** **., *** *******, Louisiana 70122

504-***-****

ac7mrj@r.postjobfree.com

Objective

Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals.

PROFESSIONAL EXPERIENCE

02/21/2018- 10/24/2018 Couch, Conville & Blitt Law Firm- Debt Collector New Orleans, LA

Manage multiple accounts for delinquency & debt collection efforts

Locate and contact debtors about outstanding obligations

Send out past due notices for delinquent accounts or for missed settlement payments

11/13/2017 – 02/02/2018 General Dynamics Information Technology – GDIT

Provide knowledgeable responses to telephone inquiries in a courteous and professional manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.

Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.

Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.

successfully complete ongoing Medicare training requirements, including but not limited to Part a Claims, Part B Claims, and DME Tier 1, as business needs dictate.

Assist caller with filling out online application and submitting it electronically to plan provider for processing.

complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.

Refer calls as required to Customer Service Representative II.

Maintain up-to-date knowledge of CMS regulations and policies as they apply.

Report problems that occur via the online system so they can be addressed by the appropriate parties.

06/2016- 11/11/2017 Direct Insurance Customer Service Specialist Baton Rouge, LA

Complete and process payments for premiums.

Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Answer questions from external clients, review accounts and respond appropriately by identifying and anticipating clients' current and future needs.

Provide quotes for new policies, renewals and endorsements, as well as process non-premium endorsements.

07/2015 – 06/2016 Cox Communications Order Coordinator II Baton Rouge, LA

Manage Hi Touch Customer accounts in OPTIX

Prepares Order Coordination for Go All Digital Transition

Creates Projects in OPTIX

Correct preparedness procedures

Field questions from customers on details of services being installed

Performs order entry of service codes and ensures billing

Resolved all customer complaints.

Built long-term customer relationships.

Cross-trained and provided back up for other Account Services support Specialist

Helped Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

03/2014- 06/2016 Marriott Hotels Front Desk Agent Baton Rouge, LA

Knowledgeable of front office computer or manual system, including all daily transactions

Ability to cordially greet all guests and handle guest registration and room assignments, accommodating special requests whenever possible. Assist in pre-registration and blocking of reservations when necessary

Possess thorough knowledge of hotel credit and check cashing policies and procedures and adhere to them.

Knowledgeable of PMS system

Knowledgeable of MARSHA system

02/2013- 03/2016 Xerox Quality Assurance Specialist Baton Rouge, LA

Conduct audits and reviews/analyzes data and documentation

Use the organization's resources to enhance customer satisfaction

Evaluates improvement of employee’s work in production and makes recommendations for solutions

Ensures that data and information are sufficiently accurate and reliable

Work on assignments requiring considerable judgment and initiative.

04/2003-12/2012 AT&T Sales Representative Baton Rouge, LA

Responsible prioritizing customer’s needs and advising of different services offered

Responsible for troubleshooting effectively, resolving and following up on customer issues, needs are addressed promptly, and communicating with the management team effectively.

Answer inbound calls and assist customers by performing quick hit communication.

Operate various internal tools and systems, terminal consoles and peripheral devices, and maintain time sensitive daily, weekly, and monthly records with a high degree of detail and accuracy.

04/200*-****** Ritz Carlton Hotel Reservations Agent New Orleans, LA

Process all reservation requests, changes, and cancellations received by phone, fax, or mail by Inputting and accessing data in reservation system.

Identify guest reservation needs and determine appropriate room type. Verify availability and document special requests. Follow sales techniques to maximize revenue.

Answer questions about property facilities/services and room accommodations and follow proper escalation procedures when addressing guest concerns

EDUCATION

2011 B.S. Business Administration University of Phoenix

1989 Bogalusa High School Bogalusa, La

SKILLS

Customer Service Oriented

Strong Customer Relations Skills

Developed listening skills

Data Entry

Conflict resolution

10-Key Calculator

Excellent communication skills

Creative problem solver

MS Windows proficient

PMS System

MARSHA System

References upon Request

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