Customer Service Quality Assurance
Resume:
Kaishara Gibson Wilson
Minneapolis, MN 55418
******@*****.***
Customer Service Analysis
Bringing fifteen years of diverse office/customer support experience
working within high-volume call center environments. Maintain demonstrated
research, analysis, and database management proficiencies. Excellent
communicator with strong time-management and customer needs assessment
skills. Exercise independent judgment, decision-making and problem solving
abilities.
Professional Experience
Customer Service C3 Specialist November 2011-September 2013
Benesyst/Tasc, Minneapolis MN
Talk with FSA participants and Human Resource contacts by phone concerning
their Flexible Spending Accounts and claims reimbursements and eligibility.
Answer and file various emails questions of participants and Human resource
contacts and carriers.
Track phone, email skip trace employees issue in appropriate database.
Adjudicate Flexible spending accounts, educations accounts, transportation
accounts and Cobra accounts claims according to client and the Internal
Revenue Services and corporate standards.
Process claims changes in enrollment
Serve as a part-time back up Receptionist, handling the switchboard and
being familiar with back office support functions such as machines and mail
handling procedures
In protocol with quarterly meetings twice a month direct with complaint
handling
Researching billing and expenses discrepancies
Business Analyst, Minneapolis MN 2008 - 2011
Center Pointe Energy
Data Entry/Accuracy
Client and vendor relations with the Public Utility Commission and Century
Plaza assistance
Highly motivate, quick learner committed team player with strong work
ethnics
Information verification with customers in restoring and starting utility
services
Examines and evaluated power cost efficiency for our consumers in ways of
saving energy
Skip trace data base, investigations of clients, with using social security
numbers, names and last known
Address, quality assurance.
Education Rasmussen College Blaine, MN Criminal Justice A.A.S 2013-
2015
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