Customer Service Human Resource

Beatrice Callaway

*** ***** ***** #**, *******, MI 48141

Phone: 313-***-****

E-mail: *******@*******.***

Objectives

My career objective is to utilize my years of experience and become an asset to my employer. My resume will show my experience and knowledge, and will prove that I will be an ideal candidate.

Education

Bachelors Human Resource Management(09/2007 – 4/2011)

Experience

Individual Account Analyst (6/2013 – Present)

Blue Care Network (20500 Civic Center Dr., Southfield, MI )

Maintain accounts receivable database and/or reports for Blue Care Network individual coverage accounts for all products assigned.

Prepare adjustments (write offs, refunds, reversal reposts) for processing to accurately reflect entity account balances.

Complete necessary correspondence for individual coverage billing and premium payments.

Monitor assigned workflow queues and respond/complete within determined turnaround time.

Respond to telephone inquiries in a call center environment.

Research and resolve inquiries from individual members and Agents.

Interact with internal and external departments to resolve issues and complete priority requests.

Monitor paid to dates and reconcile invoice balances; document each contact using the specified BCN inquiry tracking system.Process

ACH Authorization requests. Setup, update and/or remove individual member banking information per member requests. Initiate and/or monitor the cancellation process for direct billed subscribers for premium non-payment and/or voluntary cancellations. Identify member APTC and/or eligibility discrepancies and escalate to appropriate person and/or department for resolution. Process check by phone and credit card payments upon request or those received in office.

Ability to analyze and identify potential problems and/or risks by offering process improvement and/or training solutions. Other duties may be assigned.

Team Leader Service Center Representative (6/2012 – 10/2013)

Sedgwick CMS (19500 Telegraph, Southfield, MI )

Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.

Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

Insure employees have appropriate training and other resources to perform their jobs. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.

Address disciplinary and/or performance problems according to company policy. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.

Assist manager with daily operation of call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling, and reward/recognition programs. Work as a member/leader of special or on-going projects that are important to area/process improvement.

Share continual responsibility for deciding how to manage the employees ensuring calls are handled efficiently and effectively.

Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives.

Use appropriate judgment in upward communication regarding department or employee concerns.

City Compliance Specialist (3/2011 – 4/2013)

Garner Properties & Management (23944 Eureka Rd, Taylor, MI )

Managed a 4 member maintenance team, where I distributed work orders, and maintained cost effectiveness.

Made outbound calls to cities throughout the state of Michigan to maintain and manage rental registrations and licenses

Answered inbound calls, assisted current and prospective tenants with rental property inquires.

Assisted tenants with making payments, taking deposits, processing applications, and account inquiry.

Served as Receptionist Backup where I opened mail, processed rental payments, and conducted office meetings.

Prepared 7 Day notices and order evictions.

Client Advocate (4/2011 – 11/2011)

AAA of Michigan (1 Auto Club Drive, Dearborn, MI)

Answer inbound calls, assisting customers with insurance policy questions.

Selling of auto, motorcycle, home, and boat insurance policies.

Process over the phone policy payments

Collector (2/2009 – 3/2011)

Credit Acceptance (20700 Civic Center Drive, Southfield, MI)

Make inbound and outbound calls to discuss payments options.

Assist clients with processing payments.

Make cold calls with the attempt to collect auto payments.

Skills

Software

Word

Excel

PowerPoint

Outlook

JD Edwards

Propertyware,

Juris

Tams

Claim Capture

Facets

Macess

Sharepoint

Contact this candidate