Customer Service Representative
Resume:
Jacqueline Whitaker-Royal
Baltimore, MD, 21209
******************@*****.***
EDUCATION
College of Notre Dame of Maryland, Baltimore, MD
TECHNICAL SKILLS
Microsoft Office Suite (Word, Excel) 2007, Internet
SUMMARY OF QUALIFICATIONS
• Over twenty years of experience in the customer service industry.
• Experience in interacting with customers to provide information to resolve inquires about
products and services, and to handle and resolve complaints.
• Ability to communicate effectively and professionally, both written and verbally.
• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively,
and use tact and diplomacy to find common ground and achieve win-win outcomes.
• Data Entry skills.
PROFESSIONAL EXPERIENCE
Athena Consulting, Baltimore, MD
2014-present
Call Center Representative
Temporary Assignment to the following company:
Maryland Department of Health and Mental Hygiene/ Division of Community Liaison and Care
Coordination
• Handle incoming calls from callers enrolled in various Medicaid programs which include, but are not limited to, HealthChoice,
Primary Adult Care (PAC), Medicaid Expansion Programs, Maryland Children's Health Program (MCHP), and Family Planning
Program in conjunction with the Maryland Health Benefit Exchange.
• Educate enrollees and providers on Medicaid services by responding to requests for assistance and ensuring their needs are met.
• Refer any inquires or concerns by recipients and providers as needed upon making accurate assessments.
• Refer complex complaints to the Complaint Resolution Unit within the Division of Outreach and Care Coordination.
• Input complaints/issues in the PROMIS database.
Ultimate Staffing Services, Baltimore, MD
2013-2014
Customer Service Representative
Temporary Assignment to the following companies:
Sianotz & Kirk, PA
• Handle inbound/outbound calls of potential clients that request litigation for injuries obtained by
prescription medications, auto accidents, and malpractice.
• Determine if requests meet the firm’s requirements.
• Ensured all required information is obtained.
• Input details of call into the company database.
CMD Outsourcing Center
• Handled incoming calls from college students inquiring about their financial aid, account balances
and refunds.
• Input details of calls on students account in the company database.
• Provided payment solutions to assist with past due balances in accordance with the college billing
policy.
Aerotek, Elkridge, MD
2013-2013
Customer Service Representative
Temporary Assignment to the following company:
State Employees Credit Union
• Handled questions from members regarding their depository accounts, IRA’s. CD’s, and loans.
• Perform transactions requested by members accurately and efficiently in accordance with SECU
procedures and policies.
• Interact with various department and branches to ensure members’ needs are met.
Jacqueline Whitaker-Royal
6512 Copper Ridge Dr. Apt 102
Baltimore, MD, 21209
******************@*****.***
Contemporary Staffing Solutions, Mt. Laurel, NJ
2012-2013
Violations Associate
Temporary assignment to the following company:
PHH ARVAL
• Scan and input into the company data base toll violations, traffic and parking citations.
• Assist with the research of collection items.
• Assigned tasks to other departments for the purpose of obtaining information that would assist in billing.
• Utilize client websites to assist in the verification of parking tickets
Contractual Assignments, Columbia, MD 2011-2012
Customer Service Representative
Temporary assignments to the following companies:
ACS-EZ Pass
• Handled questions, complaints, and billing inquiries to resolve customer issues; recorded details of inquiries, comments, and
complaints in the company database.
Pure Technologies
• Handled front desk duties which included meeting and greeting staff, visitors and routing calls.
Global Payments, Inc, Owings Mills, MD 1990 – 2009
Team Lead, Chargeback Department 2004
- 2009
• Assisted with supervising a team of ten staff members; reviewed inventory and realigned staff to meet
departmental guidelines; focused on quality control improvements; created, implemented new written
procedures; trained new staff members.
Chargeback Investigator, Level III
1999 - 2004
• Researched and resolved incoming Visa and MasterCard cardholder disputes through arbitration, compliance, and collection
processes; responsible for daily reconciliation of the incoming financial file; assisted with staff training and development.
Team Lead, Customer Service Department
1997 - 1999
• Assisted with supervising a team of research analysts on all aspects of merchant inquires to ensure
accurate resolutions were achieved; entrusted with the most complex customer service issues to promptly
resolve concerns and satisfy customer;
• Monitored research inventory and incoming phone statistics; trained new staff members.
Customer Service Representative 1990
- 1997
• Researched and resolved merchant processing inquiries; handled questions, complaints, and billing inquiries to resolve customer
inquiries.
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