Customer Service & Human Resource

Kabesha M Walton

**** **** ******* ** #***? Columbus, GA., 31909 ? 706-***-****; 706-457-

**** ? ****************@*****.***

OBJECTIVE

To obtain a position within a company where I can maximize my management

and human resources skills that I have obtained through my education. In

addition to these skills learned through education, I can show my extensive

customer service expertise learned through previous job experience.

WORK EXPERIENCE

Social Services Case Manger 2014 to

present

DFCS Columbus, GA

. Accesses and records client and community resource information

. Collects evidence, interviews witnesses, and prepares necessary

reports according to rules and regulations, state and federal laws

. Compiles records and prepares reports; performs follow-up to determine

the status of client's case

. Conducts home-visit evaluations for information gathering to be used

in assessments

. Initiates the legal process for guardianship, protective services,

placement and/or adoption

. Maintains required documentation and completes reports

. Makes immediate assessments regarding safety of clients and responds

according to established protocol and policies; Performs initial

investigations of protective services referrals to determine the

appropriateness of protective services intervention

. Works in collaboration with legal system to ensure safety and achieve

desired outcomes.

Customer Service Associate I 2013 to 2014

WellPoint Columbus, GA

. Responds to customer questions via telephone and written

correspondence regarding insurance benefits, provider contracts,

eligibility and claims. Provides external and internal customers with

requested information.

. Analyzes problems and provides information/solutions.

. Operates a PC/image station to obtain and extract information;

documents information, activities and changes in the database

. Thoroughly documents inquiry outcomes for accurate tracking and

analysis.

. Develops and maintains positive customer relations and coordinates

with various functions within the company to ensure customer requests

and questions are handled appropriately and in a timely manner.

Researches and analyzes data to address operational challenges and

customer service issues.

. Under immediate supervision, receives and places follow-up telephone

calls / e-mails to answer customer questions that are routine in

nature.

. Uses computerized systems for tracking, information gathering and

troubleshooting.

. Seeks, understands and responds to the needs and expectations of

internal and external customers.

Case Manager II 2011 to 2013

Department of Human Services Columbus, GA

. Establishes child support obligations and ensures that such

obligations are met.

. Communicate personally by phone, email and correspondence with

parents, legal guardians, the legal community, service agencies, and

employers.

. Develops human resources solutions by collection and analyzing

information; recommending a course of action

. Gathers information for and provides assistance in preparing

supporting documentation for the Legal Department for enforcement of

cases also maintain close interaction with judges, law enforcement,

and other officials

. Provides first point of contact assistance to clients concerning their

compensation/payments.

Claims Specialist II (Teleworker) 2002 to 2011

Aflac Incorporated (Held total of 3 positions)

Columbus, GA

. Process accident/disability and wellness claims on production basis

while maintaining quality/production standards.

. Create correspondence to policyholders concerning the status of their

claims processed.

. Make phone calls to employer and providers for verification of

treatment and any necessary information to process claims.

. Operates a personal computer, mainframe, software packages, and front-

end programs related to the client.

. Provides questions and concerns about policyholder's claims;

Maintained acceptable levels of productivity, quality and adherence

standards determined by the call center.

. Receives and responds via telephone various customer service request.

JOB KNOWLEDGE & SKILLS

. Microsoft Word, Microsoft Outlook, Microsoft Excel & Microsoft

PowerPoint

. Proficiency using basic office equipment to include, calculator,

copier, and PC

. excellent oral written and interpersonal communication skills to

interact effectively with internal and external customers, to provide

information and resolve problems

CERTIFICATES

. Business Fundamentals (Undergraduate Level) March 2008.

. Basics of Accounting and Finance (Undergraduate Level) January 2008.

. Project Planning (Undergraduate Level) March 2008.

. Business in the Global Environment (Undergraduate Level) July 2008

. Human Resource Management (Undergraduate Level) November 2008.

. Human Resource Development (Undergraduate Level) December 2008.

. Organizational Systems Improvement (Undergraduate Level) February

2009.

. Management Essentials (Undergraduate Level) February 2009.

EDUCATION

Master of Business Administration 2009 to 2010

Colorado Technical University Colorado

Springs, CO

. Concentration: Human Resource Management.

. Graduated November 21, 2010.

. GPA: 3.45.

Bachelor of Science in Business Administration 2007 to

2009

Colorado Technical University Colorado

Springs, CO

. Concentration: Human Resource Management.

. Graduated February 21, 2009.

. GPA: 3.38.

Associate of Science in Business Administration 2006 to

2007

Colorado Technical University Colorado

Springs, CO

. Graduated June 14, 2007.

. GPA: 3.39.

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