Customer Service Quality Assurance

CALANTHA J. MANN

P.O. Box ***** ● Tallahassee, FL 32317 ● 850-***-****● *********@*****.***

Qualifications

Accomplished clerical and customer service professional with more than 10 years of experience providing

effective and efficient administrative solutions

• Management Support- financial claims processing

• Customer service and satisfaction

• Database report compilation and management

• Ability to work in a fast paced, high volume setting

• Skilled in FDLIS, FRVIS, IRIS, CSC-Expert, DL Maintenance, IVR,CRS, CDLIS,DAVID, CMR,

SharePoint and Office Communicator

• Proficient in Microsoft Office

Education and Certifications

Florida A&M University Tallahassee, FL

Bachelor of Social Work (BSW)

General Dynamics Institute Tallahassee, FL

Florida Workforce Professional Certification, Tier I and II

Worldwide Interactive Network Tallahassee, FL

Florida Ready to Work, Silver Certified

Professional Experience

Florida Department of H ighway Safety Motor Vehicles

Senior Consumer Service Analysis Tallahassee, FL

January 2014 - August 2014

• Provided accurate information to customers while maintaining case confidentiality based on

department policy.

• Skilled in understanding and interpreting statutes, policies and procedures pertaining to driver

licenses and motor vehicle laws.

• Identified, researched and resolved issues.

• Applied rules, regulations, policies and procedures relating to driver license and

immigration activities.

• Ability to maintain high standards of professionalism, diplomacy, and patience while

handling difficult situations.

• Skilled in researching, analyzing, and resolving customer inquiries.

• Skilled in intranet research.

• Skilled in the use of Florida Driver Licenses Issuance Systems .

Xerox Corporation

Customer Care Specialist Tallahassee, FL

January 2014 - January 2014

• Answered inquiries concerning the Affordable Care Act for the Silver State Health

Insurance Exchange.

• Documented and recorded all calls on the CMR System.

• Assisted in submission of enrollment documentation to the Exchange.

• Maintained confidentiality of Protected Health Information and Protected Individual

Information in accordance with the Health Insurance Portability and Protection act and

other federal laws governing the use and security of private information.

Collabera Inc

Exchange Enrollment Facilitator Tallahassee, FL

Tallahassee Leverage Center October 2013 - January 2014

• Worked at call center with Xerox Corporation answering questions concerning health care

coverage for residents of the state of Nevada.

• Assisted customers with creating accounts and completing applications online.

• Directed callers to In-Person Assisters for help completing applications for insurance

coverage.

• Provided customer service in high volume call center setting.

Collabera Inc

Insurance Eligibility Specialist, Tallahassee, FL

Florida Healthy Kids July 2013 - October

2013

• Performed data entry of material utilizing documentation from Department of Children

• and Family Services, Department of Revenue, Department of Economic Opportunity,

• employers, other state agencies, pay stubs, W-2 forms, and Income Tax Returns to a

• computer database.

• Examined and entered the data from source documents efficiently and accurately according to the

keying instructions.

• Entered batch control records into the MMIS and worked generated batch control reports on a daily

basis.

• Reviewed batches for completeness and accuracy and prepared documents to be returned to the

provider.

• Met quality Assurance and production standards by obtaining a 99.71 percent accuracy rate.

Leon County Supervisor of Elections Tallahassee, FL

OPS Election Office Assistant May 2010 - November 2010

• Interpreted and relayed laws relevant to voter registration, public records and absentee

ballots.

• Generated and reconciled all early voting reports.

• Performed extensive data entry and public interaction via telephone, mail and in person.

• Scanned and indexed applications on to system and assist with the distribution of election

materials.

• Provided poll training for clerks and poll workers.

• Responsible for quality assurance with early voting and customer service.

Workforce plus, Kaiser Group Inc Tallahassee, FL

Career Specialist/Volunteer Coordinator September 2007 – June

2008

• Interviewed customers to determine barriers to employment.

• Created employment plans for client self-sufficiency and monitored client progress.

• Provided skills training classes.

• Established and maintained relationships with community partners

Workforce plus, Arbor Education and Training Tallahassee, FL

Work Readiness Instructor May 2006 - September 2007

• Provided employability skills training.

• Interviewed job applicants to match their qualifications with job vacancies.

• Made referrals to employability workshops as needed.

Florida Department of Highway Safety and Motor Vehicles Tallahassee, FL

Senior Consumer Service Analyst September 2007 - September 2007

• Provided accurate information to customers while maintaining case confidentiality based

on department policy.

• Worked in team-oriented environment and participated in training sessions and meetings.

• Worked in high-volume call center assisting customers via telephone .

Florida Department of Financial Services Tallahassee, FL

Regulatory Consultant October 2001 - April 2005

• Researched and determined educational training required for pre and post licensing.

• Reviewed applicant information including criminal history, administrative, and academic

records to determine eligibility for licensing.

• Provided technical assistance to Division of Legal Services in preparation of legal plans.

• Followed established policies and procedures in accordance with Florida Statutes .

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