Customer Service Technical Support
Resume:
Resume of Shantel Vallery
*****@*******.***
Professional Expérience
April 2016-July 2016
Experis Manpower
IT Professional/Customer Service
Deliver a world class service experience that inspires loyalty while exceeding client expectations for industry payroll knowledge, empathy, and professionalism.
Provided resolution of escalated client inquiries to resolution or further
dispatched to another company service entity.
Provide on-going client education while highlighting system capabilities to maximize client value.
Assisted various companies with I-9 support using excel spreadsheets, several database systems for research and processing, and Siebel ticketing system.
October 2015-April 2016
VOLT Workforce Solutions
Branch Coordinator
Greeted and announced clients provided a positive first impression
to applicants/visitors. Followed security procedures for recording guests and suppliers. Arranged escorts when permitted, processed log in/out for distribution and return of visitor badges. Help account for visitors in case of emergency procedures are invoked.
Receives and directs incoming call from an 11 line phone system to appropriate personnel and voicemail.
Process invoices for Drug Screening and Background Checks, filed and submitted I-9 and W-4 to the proper authorities to register information, Entered information through E-Verify, and processed timecards for payroll. Schedule and prepare for meetings/testing in conference rooms and cubes. Coordinates setup of conference/meeting rooms by arranging video and/or web conferencing as needed. Directs caterers to training center (or appropriate designated area) to ensure set up has been completed according to specified guidelines.
Performs general clerical duties associates with distributing office faxes, package and mail as required. Uses tracking systems to record inbound and outbound courier, freight and mail. Meters mail, arranges messenger service as needed. Follow location security procedures for screening inbound deliveries. Ordered office supplies and other common use items for the location, such as break room supplies, copier toner, paper, and freight and shipping supplies. Maintain order of supply storage area and help manage appropriate levels of inventory.
Maintains neat appearance of the reception area, maintains a file of services including transportation sources, accommodations and referral contacts. May arrange convenience/hospitality services for guests such as transportation, tickets, and reservations.
Processed applications (administered and activated electronically in the corporate database for national review), correlated new hire packets and created PowerPoint presentation while multitasking other duties on a deadline.
August 2014-October 2015
DFCS (contract) Tucker, GA
Medicaid Specialist
Adhere to Medicaid regulations and troubleshoot various scenarios under a preset deadline for resolution.
Retroactive eligibility changes, reconciling eligibility discrepancies, analyzing transactional data & submitting retroactive eligibility changes to appropriate case managers for best results.
April 2014- August 2014
Senior Connection (Medicaid/Medicare Program), Chamblee, GA
Personal Support Aide/Personal Care Attendant/ CNA
Follow all Medicare and Medicaid guidelines to provide appropriate in home care for patients and assist new potential clients with paperwork for Medicaid and Medicare coverage. Refer any medical changes to the Head Nurse for evaluation per Medicare and Medicaid protocol
Capture Vitals: Blood Pressure, Glucose Machine, Breathing Treatments with Nebulizer along with Medication reminders, and assistance with personal hygiene, dressing, also provide medication reminders and administer medications which are applicable
Customize care plans based on patients Medicare and Medicaid coverage permits
January 2013-March 2013
Fidelity International Services, Norcross, GA
Fraud Analyst
Cardholder contact for transaction verification
Fraud detection/prevention solution providing the integration of authorization and card systems
Sent reports to financial institutions for account blocking, and issuer notification. Used neural networks for fraud analytics using Fair Isaac’s Falcon Fraud Manager. Processed Master Card and Visa electronic warning board alerts for fraudulent patterns in warning area’s
August 2012-January 2013
Comcast (contract) Smyrna, GA
Technical Support, Dispatch, and Provisioning
Recieved technical tickets processed URL’s
Dispatched technicians in the field using the CTS system
Draft telephone number for porting from local hub and designate for building. Call client and confirm services on contract.
June 2012-January 2014
Attention LLC (contract) Marietta, GA.
Medical Representative Reviewer
Analyze each agencies monthly outstanding receivables and processed to obtain zero balances.
Coordinated claim activities for designated agencies for reimnbustment of receivables
Researched, resolved and prepared claims that didnt pass the payer. Edited and initiated resolution on rejected invoices
June 2012
LexisNexis (contract) Alpharetta, GA
Customer Service Representative
• Process client information creating a profile for insurance company registration to obtain access to packaged benefits
• Technical Support pertaining to online access to benefits directly
• Accessed back office profiles to link client data to the profile page making information accessible to other departments
April 2012
Marketsource (contract) Alpharetta, GA
Customer Representative
• Outbound calls to all AT & T stores assuring received product, displays are available and provided Technical support
• Ordered and shipped new Nokia Lumia Phone
• Educated stores on technical issues and how to resolve incomplete phone process
October 2011- March 2012
Suntrust Bank (contract), Marietta, GA
Stoli Representative
• Provide industry leading service while assisting with and supporting all aspects of sales, service and transaction activities over the phone
• Identifying and making appropriate referrals to other lines of business
• Detecting and preventing fraud through various systems and applications
• Utilizing resources to conduct consultative conversations and provide financial solutions that meet client’s needs across all product and service lines - not limited to deposit and credit products
Jan 2010- April 2012
NCO Financial
Medical Collections Representative (Manager Arthur Rush), Tucker, GA.
Updated data information per arrangements per client
Maintained client records per company standards
Collected on Self Pay/Recovered Medical Accounts/Negotiated based on guidelines
May 2011- August 2011
Fidelity International Services (contract), Norcross, GA
Fraud Analyst
• Inbound/Outbound Calls providing assistance on fraud detection and prevention
• Perform the daily activities required for the risk management daily monitoring service
• Develop new strategies to combat against fraud, working with the product teams to suggest new features and functionality of software products.
• Provided customer support and serves as a point of contact for existing and new clients. Temporarily Block/Cancel cards preventing fraud until verified for clarify from customer. Process fax requested throughout my shift for reactivating accounts and cards. Utilized (7) systems daily to aid in the customer needs. Perform other related duties as assigned
July 2006-March 2010
MBNA/Bank of America, Kennesaw, GA
Customer Service Representative/Fraud Analyst II
• Ability to navigate with several computer applications and the judgment to deviate from standard screens
• Took appropriate corrective action through customer phone contact to verify legitimate usage on clients account
• Responsible for moderately complex research and analysis of account activity to assess levels of risk and fraud type
• Minimizing fraud and identity theft through various options and products that FDIC supports and Bank of America adhere to
• Took appropriate action based on transaction characteristics and account changes with indicators of complex issues related to possible Identity Theft
• Managed incoming calls from our client card customers and developing a rapport with them to deepen a relationship
• Responsible for optimizing sales opportunities on each call
Certification
•CPR and First Aid Certified for Infants, Adolescents, and Adults
Education
• University of Phoenix A.S in Healthcare Administration Phoenix, AZ
• University of Phoenix B.S in Human Services Phoenix, AZ
Skills
Proficient with Microsoft Outlook, Word, Excel, Power point, and PowerPoint and Lotus Notes
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