Dwight L. Marshall Jr.

**** ****** **** ***. ***.

Baltimore, MD, 21207

443-***-****

acynjf@r.postjobfree.com

Objective

To obtain a position with a company that would allow the best utilization of my education, experience, and professional skills while assuring organizational and client satisfaction. My objective is perusing a long term career positon with a company that I can and will have a opportunity of progression.

Skills and Qualifications

Multi-faceted skill set coupled with a strong work ethic

Able to work in a fast paced environment under stressful situations.

Possessing the ability to perform a wide range of duties while assuring accuracy and efficiency

Excellent supervisory and team-building skills

Exemplary customer service skills

Ability to thrive in deadline-driven environments

Trainer and mentor on quality assurance and methodology

Insurance verification

Records and file maintenance

Medical secretary

Accounting practices

Client relationship

Invoice reconciliation

Billing claims

Bookkeeping operations

Accounts payable

Technical Skills

Microsoft PC-Windows, Excel, Office Word, Outlook, Lynx, Power point, Share point etc. Microsoft suite

CATI System (Computer Assistance Telephone Interview) for inbound calling

Multiple systems that operate with the CATI system and sample: ECATI, Gateway, Procom, Voxco, Data Cubes etc.

Operating other systems such as HUD, Soft phone, and Rerouting helpdesk calls to other locations nationwide using Verizon navigation systems.

October 2015 – Present Carpentry/Demolition/Remodeling

C & C contracting – Baltimore MD

Subcontracting of remodeling, demolition, plumbing and electrical installation and repairs.

Preparing invoices also monitoring and supervising job site and staff.

February 2015 – September 2015 Call Center Supervisor/Team Lead

IQ Solutions – Rockville MD

Providing referrals for mental health and substance abuse clients seeking treatment. Managing of call center duties and information specialist. Monitoring of all queues and crisis calls. Handling of incoming and escalated calls for specific information or crisis situations. Generating daily reports for call volume and quality purposes. Also providing quality assurance reports, along with coaching and counseling for better service and fast call resolution. Creating and implementing new ideas to work on problematic areas pertaining to day to day task. Working with multiple systems to provide and input accurate data and information into the system. Also providing insurance verification.

February 2014 - March 2015 Call Center Supervisor/Team Lead

Nielson Audio - Columbia MD

Supervision of overall call center activity, in addition to personal supervision of a specific team of twenty members. The operational duties of computer systems in the inbound and out bound call center. The gathering of individual and team reports reflecting daily and weekly performance, quality, and production status. Always achieved the preset targets within the mentioned deadline. The keeping of records and file maintenance along with client relationships.

January 2013 – February 2014 Call Center Team Lead/ Admin Sup.

Arbitron - Columbia MD Research Interviewer

Conducting telephone surveys using computer assisted telephone interviewing (CATI). Collection of responses and accurate recording of data into Arbitron system. Utilized and interacted in social media to respond to customer complaints and praise. Handle of customers’ issues,maintaining of client relationships, escalations, investigate customer complaints; find solutions.

January 2012 - December 2012

Bluenovo - Baltimore MD Call Center Supervisor/ Team Lead

Monitor and analyze report results for heath care insurance claims; implement changes as needed. The taking of survey information for Total health care services. Build upon human resource by selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; conduct one on one weekly/monthly individual and team meetings. Assumed additional responsibilities and extended hours to accomplish project deadlines.

April 2008 – June 2011

Diversified Consulting Services - Baltimore, MD Customer Service Representative/ Office Mang.

Assisting customers with information regarding available services. Being the primary medical secretary at times. Providing insurance verification along with billing invoices. Maintaining accounting records while processing customer payments, credits, billing claims and adjustments. Managing the office with a small staff of 3-5 people. Inbound and outbound calling for appointments, payments, and inquiries. Provided occasional mentoring and training to fellow representative. Also utilizing accounting practices, billing invoices, billing claims and also records, vendor and file maintenance.

March 2007 – April 2008

HSBC - White Marsh, MD Customer Service Representative

Assisting customers with information or questions regarding balances and transactions on credit card statements. Additional duties were to retain accounts through special offers and promotions, while providing acceptable solutions to customers having account issues. Served as a fill-in to absentee employees.

September 2005 – March 2007

Miller Pipeline - Baltimore, MD Certified Pipefitter

Maintaining a safe working environment while testing for gas leaks, and repairs. Installation of new services for residential and commercial clients and also operating under the guidelines of OSHA policy and regulations.

EDUCATION

Southwestern High School

Baltimore, MD 1992

High School Diploma

Baltimore City Community College

Baltimore, MD 2009

Associate Degree Business Management/ Business Marketing

Kaplan University September-2014 - Present

Hagerstown, MD -

Bachelors of Arts Business Administrations

Nielsen/Arbitron 2013

Columbia, MD

Certification – Quality Assurance

REFERENCES

Available upon request

Contact this candidate