Kimberly A. Morgan

**** **** **

Oxford, NC *****

919-***-****

ac9v90@r.postjobfree.com

Objective

I am seeking employment with an established company with the desire to utilize my skills and knowledge and become an asset to the company’s success. I have excellent oral and written communication skills. I also have wonderful people skills and I am a fast learner.

Education

Strayer University 07/2018-present

Online classes

Bachelor’s Degree in business administration with

a concentration in Health Administration

Vance-Granville Community College 05/2002-06/2007

Henderson, NC

Associate Degree in Medical Office Administration

J.F. Webb High School 08/1998-05/2002

Oxford, NC

High School Diploma

Experience

Conduent (formerly ACS) 11/2017-02/2019

Customer Service Representative Senior team lead

Assisting agents with escalated calls from members who request to speak with a supervisor, frequent or repeat callers that are calling about the same unresolved issue

Answering questions that they may not be able to find the answer to in theSource-a tool used on every call as a guide that provides step-by-step instructions on how to handle the call

Assist with placing overrides that are required due to an early refill on prescriptions due to, a member going on vacation, lost medications, mail order delay (prescription not arriving on time by mail) etc.

Assisting members with placing orders for mail order prescriptions

Authenticating everyone before sharing any personal information

Assisting members with refill requests and contacting their doctor on the members behalf

Taking and setting up payment methods either by credit card or check

Assisting members with setting up their online account to place their order for mail order prescriptions

Providing excellent customer service and one call resolution

Adding and/or removing information such as payment methods, shipping addresses, telephone numbers

Providing coverage information about mail order prescriptions to members at their request

ProLogistix (UPS) 03/2017-present

Butner, NC

Mail Clerk

Sorting, weighing and scanning mail to be shipped to customers

Maintain adequate production on daily basis

Resolve issues that may hinder timely departure of packages by fixing labels, attending to scale weight issues or packages that can’t be processed on normal assembly line

Keying in shipping information that can’t be picked up or recognized with camera

Ideal Fastener 01/2014-05/2014

Oxford, NC

Machine Operator

Placing sliders onto zipper treads

Maintaining a clean workstation

Assist in training others with the “Mag Zip” process

Record production

Maintaining quality while achieving daily production goals

ACS 09/2011-04/2012

Oxford, NC

Customer Service Representative

Assisting members with placing orders for mail order prescriptions

Authenticating each individual before sharing any personal information

Assisting members with refill requests and contacting their doctor on the members behalf

Taking and setting up payment methods either by credit card or check

Assisting members with setting up their online account to place their order for mail order prescriptions

Providing excellent customer service and one call resolution

Adding and/or removing information such as payment methods, shipping addresses, telephone numbers

Providing coverage information about mail order prescriptions to members at their request

Z C Sterling 03/2008-03/2010

RTP, NC

Tax Research Analyst

Paying property taxes on escrowed accounts to prevent foreclosure or tax sale

Making and receiving phone calls from tax office

Researching accounts for delinquent taxes

Disbursing payment on delinquent accounts to proper tax office

Forcing escrow on non-escrowed accounts to prevent tax or foreclosure sale

Fidelity Investments (Spherion Staffing) 08/2007 – 01/2008

Durham, NC

Customer Service Representative

Answer phones and respond to customer benefit requests

Provide customers with service information

Escalate customer calls to appropriate department, when necessary

Identify, research, and resolve customer issues using the computer system

Follow-up on customer inquiries not immediately resolved

Complete call logs and reports

Alert the supervisor of trends in customer calls

Recommend process improvements

RHA Health Services 06/2002 – 08/2007

Creedmoor, NC

Habilitation Technician

Assist individual(s) with mental disabilities with daily living skills and helping them achieve personal outcomes

Assists the team in identifying supports needed for personal outcomes to be realized

Ensure collection and documentation of required data

Assist the person(s) receiving services in identifying and communicating his or her requests and needs for services and supports

Implement services and supports to address the service user’s goals and desired outcomes as identified through each service user’s Individual Support Plan

Understand and promote the service user’s goals, as well as personal dignity, respect, individualism and quality of life

Help service users develop healthy personal and social habits

Lowes Food 06/2001-06/2002

Oxford, NC

Cashier

Provided exceptional customer service

Answer customers' questions, and provide information on procedures or policies

Compute and record totals of transactions

Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners

Greet customers entering establishments

Issue receipts, refunds, credits, or change due to customers

Other Activities

When I’m not working, I do volunteer work at the local Habitat for Humanity Restore. I also volunteer in the office at my kids’ school when I’m not working as well.

References

Available upon request

Contact this candidate