Customer Service Training

PRECIOSA MARIA GIBSON

**** ****** ****, ****** ****, Florida 32065 H: 904-***-**** C: 904-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Results-oriented professional with over 15 years expertise in delivering clerical, client and administrative support.

Communication and project management task skilled in corporate environments. Highly organized and detail-oriented.

Personable and professional under pressure and adapt well to change. Driven to exceed at building long term relationships with

customer. Patient and empathetic with extensive background in conflict resolution and customer care.

SKILLS

Exceptional interpersonal communication Familiar working on Microsoft Outlook, Word and Excel

Skilled in developing and maintaining successful client Adherence to high customer service standards

relationships Ability to multi-task and consolidate steps quickly and

Excellent organization, oral and problem solving skills effectively

Expertise in invoice and payment transactions Dedicated team player

Accurate and detailed Accounts payables/receivables

Professional and mature SAP system knowledge

WORK HISTORY

Training Manager, 10/2010 to 05/2015

Black Knight Financial Services – 601 Riverside Avenue, Jacksonville, Florida 32204

Developed successful client relationships and earned a reputation for exceeding service standard goals with regard to

client training needs.

Effective liaison between clients and internal departments.

Promptly responded and assisted clients with their training inquiries and training needs.

Produced monthly reports using advanced Excel spreadsheet functions.

Created and implemented effective training schedules

Added new material to file records and created new records.

Reviewed and updated client correspondence files and scheduling database.

Outlined the appropriate process and procedures necessary to fulfill and complete inquiries.

Created and maintained standard operating procedure manual and instructor handbook.

Selected and assigned instructors to conduct training seminars.

Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.

Monitored participant workflow and behaviors throughout the training process

Benefit Specialist, 02/2008 to 10/2010

Humana Military Healthcare Services - Tricare – 2001 Kingsley Avenue, Orange Park, Florida 32073

Assisted active duty, retired and service family members with complex enrollment, access and claim procedures.

Resolved enrollment, claims and referral issues, and processed and submitted appropriate forms.

Performed superior customer service and support initiatives with expertise and confidentiality.

Served as liaison among the Tri-care beneficiary, the Military Treatment Facility, Network Providers and the Health Net

Best Value Team utilizing cost effective medical resources within direct care and purchased care systems.

Worked with providers to confirm within Tricare compliance

Prepared verbal and written communication to provide information benefits

Perform overall support and planning for events that support Tricare Operations Manual required military briefings and

customer support in assigned market areas

Communications with service members of varying ranks, categories and pay grades, providing face-to-face support

initiatives in Tricare Service Center.

Maintain event attendance records, develop and submit required reports, and maintain appropriate educational and

briefing material to support required military events.

Travel to various locations supporting military related functions, and provider education relating to Tricare benefits,

authorizations/referrals, and claims issues.

Accounts Receivable Administrator, 02/2006 to 02/2008

Affiliated Advertising, Inc. – 8133 Bay meadows Way Jacksonville, Florida. 32256

Prepared and submitted monthly billing statements to clients

Researched and resolved payment discrepancies

Processed payments received from clients

Produced monthly reports using advanced Excel spreadsheet functions.

Added new material to file records and created new records.

Reviewed and updated client correspondence files and scheduling database.

Composed effective accounting reports summarizing accounts payable data.

Monitored payments due from clients and promptly contacted clients with past due payments.

Created daily and weekly cash reports for accounting management.

Reconciled vendor statements and handled payment complaints or discrepancies.

Prepared invoice processing, purchase orders, expense reports, credit memos and payment transactions.

Instructional Designer, 08/1999 to 06/2005

Convergys – 8000 Baymeadows Way, Jacksonville, Florida 32256

Developed learning curriculum for client training

Created leader guides, learning activities, and all delivery support tools for training facilitation

Provided accurate, specific and timely performance feedback for CSRs.

Effective liaison between customers and internal departments.

Identified individual development needs with appropriate training.

Resolved associate, tool and service delivery issues revealed by statistical reports.

Maintained up-to-date knowledge of product and service changes.

Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety

of ways.

Selected and assigned instructors to conduct training seminars.

Supervised and coordinated activities for new instructors] during annual training seminars.

Clearly communicated objectives for all lessons, units and projects to all participants.

Used a variety of assessment tools and strategies to improve instruction methods.

Assumed ownership of all training program initiatives.

EDUCATION

Associate of Applied Science: Medical Laboratory, 1998

Waycross College - 2001 S. Georgia Parkway, Waycross, Georgia 31503

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