Customer Service Representative

CELESTE M. NUNLEY

*************@*****.*** * 678-***-****

“Enhancing Efficiency and Productivity via Operation Support”

Excellent Phone Skills / Organizational Leadership / Customer Service Management

Seasoned self-starter in customer service including order entry, office support, and client relations. Professional in work habits and appearance. Highly reliable professional in appearance and work ethic result oriented with a verifiable record of punctuality and low absenteeism.

Core Skills:

Problem Solving Critical Analysis Detail Oriented

Letter Composition Flexible/Adaptable Time Management

Accurate Message Taking General Bookkeeping Improving Efficiency

Computer Skills:

Typing – 50 wpm

Proficient with Microsoft Word, Excel, Power Point, and Outlook

Professional Experience:

PRESTIGE STAFFING- Centene/Nursewise

Customer Service Representative

Contacted Medicaid recipients to conduct Health Risk Screenings

Receive and respond to all telephone inquiries from members or providers.

Research and provide information regarding member's eligibility, benefits, referrals and authorizations.

Provide members with information on the Provider Network and how to contact and access providers.

Educate providers on prior authorization requirements, how to access services and other routine, non-clinical issues.

Educate providers on process of submitting outpatient treatment requests for outpatient therapy.

Initiate or fax necessary forms to providers for outpatient therapy services.

Coordinate with Provider Relations regarding contracting and/or credentialing status.

Document all members' issues and resolution in the computer systems.

Provide back-up support to Data Entry team as necessary.

GCB Services Contractor for Sprint May/2013-1/2014

Business Wireless Technical Support

Provide technical support to Business Wireless Ticket Management by coordinating through various Sprint systems such as Tracker, CTMS, and Trams.

Utilized Microsoft Outlook / Excel, Sprint's People Search, Microsoft Lync and Web Outlook

Updated ticket statuses from second to final request and final to case closed

Dispatched tickets to appropriate queue due to the status of the ticket.

Differentiate hard fix from a non-hard fix Outbound calls to customer informing them of the status of their ticket.

Handle technical troubleshooting within a high volume environment, including voice, data, or device issues

Escalated tickets to appropriate fix agencies or other Sprint departments

Submitted all work in a timely matter using Microsoft Outlook to Coach or Supervisor

Randstad- Wolters Kluwer/CCH Small Firm Services Jan/2013 to April/2013

Aerotek November/December2013

ATX Customer Support(ATX & TAXWISE)

Assist with tax and accounting software issues presented by customers

Correlate issues quickly to ProSystem fx and it's ancillary products

Resolve or escalate more complex inquiries by researching taxing authority instructions, technical publications and ProSystem fx user guides.

Identify reoccurring problems or issues received through customer calls and escalate them for review

Provide support for ProSystem fx Tax preparation software modules 1040, 5500, 990, 706, 709, or 1120, 1120S, 1065, and 1041

Maintain high quality standards minimizing customer callbacks for additional assistance

Ryla Teleservices(AT&T project Aug/2009 to Nov/2011

Customer Service Representative

Alorica formerly known as Ryla Teleservcies (Benefeds & ProFlowers Seasonal Project) Nov/2012-Dec/2012

Training Assistant

Assist inbound calls from new and existing business customers to answer inquiries, resolve billing questions, offer recommendations, and provide technical support for client, products or services such as Computers, DVD players, Audio Systems, TVs, Digital Cameras, and Cell phones.

Conferred with AT&T WIRELESS customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.

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

Checked to ensure that appropriate changes were made to resolve customers' problems.

Determined charges for services requested, collect deposits or payments, or arrange for billing.

Referred unresolved customer grievances to designated departments for further investigation.

Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Assist Trainers with New Hire Training Classes and/or General Training Classes

Set- up classroom and provide learning materials for trainees

Work in conjunction with IT to resolve network id’s and login issues

Monitor and enter attendance daily

Document and submit timesheets for payroll

Issue badges and headsets

Interact with and encourage trainees

Standard of Excellence May/2006 to Aug/2009

Receptionist

Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.

Operated office equipment and maintained appropriate inventory of office supplies

Performed other duties, functions, special projects, and responsibilities as assigned by the Branch Manager

Processed credit card, cash and check payments

Light AP/AR duties; bank reconciliation, Prepares financial reports by collecting, analyzing, and summarizing account information and trends.

Performed office duties such as faxing, emailing, filing, copying, scanning, purging and bookkeeping

Answered telephone calls in a warm/bubbly manner while providing information to routine inquires or route calls to appropriate staff.

Contacted customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

Pays invoices by verifying transaction information; scheduling and preparing disbursements; obtaining authorization of payment.

Maintained financial security by following internal accounting controls

Live Bridge Incorporated Jan/2005 to May/2006

Customer Service Representative

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Compared disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.

Resolved billing and inquiries for Verizon Wireless customers

Programmed cellular phones and other mobile devices.

Educated customers on company products and services.

Up sell on products and services to maximize mobile convenience.

Sprint PCS Jan/2001 to Jan/2005

Customer Care Representative

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Processed credit checks to determine eligibility of service.

Resolved billing and account inquires

Preformed Level 1 Technical Support

Collected payments on delinquent accounts.

Monitor accounts for fraudulent activities

Up sell products and services to maximize mobile conveniences

SBC Communications

Customer Service Representative/Tier1 Technical Support Jan 2000-Jan 2001

Support and customer service for the companies under the SBC umbrella

Actively handled inbound/outbound calls to assist customers, troubleshoot and provide services for all sister companies of SBC Communications; both landline and wireless. AT&T (long distance & DSL), Ameritech,), Direct TV, and Cingular Wireless activations.

Maintained accurate and systematic records

Troubleshoot both service and device issues

Up sell products and services to generate revenue

Selective Achievements:

Letter of Appreciation; from Upper Management, recognized for most consistent unfailingly polite, cheerful attitude on the phone with clients; most well-rounded and achieved employee with the highest caliber in a semi-annual period. Selective Achievements:

Letter of Appreciation; from local clients regarding my willingness to help and providing above-and-beyond what my job entails.

Letter of Appreciation; from local clients regarding my willingness to help and providing above-and-beyond what my job entails.

Certificate of Completion; Professional in the areas of legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare rely on Wolters Kluwer's leading, information-enabled tools and solutions to manage their business efficiently, deliver results to their clients, and succeed in an ever more dynamic world.

Letter of Appreciation; from Trainers on punctuality, loyalty, regarding my willingness to help and excelling above-and-beyond my job requirements

Education:

BS in Criminal Justice with University of Phoenix (Currently Attending)

Idabel High School Graduation date: May 17th 1989

Professional References Available Upon Request

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