Customer Service
Resume:
TRESSIE
MCKINNEY
*******@*****.***
Lincoln, AL 35096
Results-oriented and highly motivated Customer Service Representative with a proven track record of exceeding customer expectations and achieving performance targets. Adept at building rapport and resolving issues through effective communication and problem-solving skills.
PROFESSIONAL SUMMARY
Evernorth Health Services - Customer Service Representative Remote • 05/2023 - Current
Arkansas Department Of Health - Union County - Quality Assurance Analyst Hybrid • 09/2022 - 04/2023
Sutherland Global - Chat Support Representative
Remote • 04/2022 - 08/2022
Adecco - Unemployment Claims Specialist
11/2021 - 03/2022
MAP Communications - Executel Operator
06/2021 - 08/2021
Indotronix Oklahoma Employment Security Commissio - Claims Customer Service Representative (Contract)
01/2021 - 06/2021
WORK HISTORY
Utilize appointment scheduling software to streamline processes, improve efficiency, and enhance customer satisfaction.
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Train, mentor, and motivate team members, fostering a positive and productive work environment.
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Monitor and evaluate team performance, implementing strategies to enhance productivity and achieve performance targets.
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Oversaw the appointment scheduling process, including outbound calls for rescheduling and cancellation of appointments for Cigna, WellPoint, and UHC members.
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Conducted thorough quality checks on clerical employees' verifications for Medicaid insurance applications for the State of Arkansas.
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Identified and promptly addressed any issues or data entry errors found in the verifications, working closely with clerical workers to ensure accurate and error-free information.
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Facilitated the approval or denial of insurance for clients by promptly sending corrected verifications back to the clerical workers for necessary amendments.
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Assessed and determined the eligibility of Medicaid applicants from Arkansas, making informed decisions regarding their qualifications for the program.
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Demonstrated exceptional data entry skills by accurately inputting Medicaid and SNAP applications for the State of Arkansas.
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Assisted customers via chat platform, addressing inquiries, troubleshooting technical issues, and providing solutions for Verizon Wireless products and services.
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Utilized comprehensive knowledge of Verizon Wireless systems and processes to resolve customer issues effectively.
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Demonstrated excellent communication skills by providing clear and concise instructions and explanations to customers.
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Multi-tasked effectively, managing multiple chat conversations simultaneously while maintaining high-quality customer interactions.
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Managed a caseload of unemployment claims, ensuring accurate and timely processing from claim initiation to resolution.
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Conducted thorough reviews of claim documentation, including employment history, separation causes, and other relevant information, ensuring compliance with legal requirements.
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Analyzed and interpreted unemployment laws, regulations, and policies to determine claim eligibility and benefit amounts.
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Conducted investigations and interviews with claimants, employers, and witnesses to gather additional information and resolve claim discrepancies or disputes.
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Answered calls for various entities, including hospitals, doctor's offices, attorney's offices, property management, and more.
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Utilized Amazon Workspaces and other call management systems to handle incoming calls efficiently and professionally.
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Took detailed messages and relayed critical information for doctor-to-doctor calls, body retrieval, critical lab results, critical stats, prescriptions, inmate case updates, credit title loans, billing issues, and referrals.
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Scheduled appointments and managed calendars for healthcare providers and attorney's offices.
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• Verified claimant files by reviewing documentation, employment history, and wage Lincoln High School
Lincoln, AL • 05/1986
High School Diploma
EDUCATION
CERTIFICATIONS
• Advanced Microsoft User Certificate
• Advanced Customer Service Certificate
Accenture USA Learning Administration
Courses
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SKILLS
• Customer Service Oriented
• Excellent Communication Skills
• Active Listening
• Calendar Management
• Scheduling Software Proficiency
• Deadline Management
• Workflow Optimization
• Proactive Decision-Making
• Live Chat Software
• Health Quality Assurance
• Regulatory Compliance
• Quality Control Processes
• Auditing and Assessment
• Data Analysis and Interpretation
• Call Handling and Management
• Unemployment Claims Processing
• Claims Systems Proficiency
• Problem-Solving Abilities
• Adaptability and Flexibility
• Time Management
• Sales and Negotiation Skills
• Empathy and Compassion
• Complex Product Knowledge
• Patience and Resilience
• Attention to Detail
• Customer Relationship Management
• Teamwork and Collaboration
• Medical Terminology
• Healthcare Regulations
• Electronic Health Records
• Insurance Verification and Billing
• HIPAA Compliance
• Inbound and Outbound Calling
• Eligibility Determination
• Documentation Management
• Decision Making
• Claim Review
• Benefit Calculation
• Case Management
• Documentation Review
• Claim Adjudication
Sitel - Call Center Customer Service Representative Remote • 07/2020 - 12/2020
Lee Brass Foundry LLC - Marine Sales and Plumbing Solutions Expert 10/2013 - 07/2020
Honda Manufacturing Of Alabama - Administrative Operations Specialist/Backup System
09/2007 - 10/2012
information to ensure accuracy and eligibility for unemployment benefits. Conducted comprehensive investigations on disputed claims, collaborating with claimants, employers, and relevant parties to gather necessary information and evidence.
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Prepared and presented case files for appeals to the Tribunal Council of Oklahoma, ensuring all required documentation and supporting evidence were included.
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Inputted new claimant unemployment claims into the system, accurately capturing all necessary information and ensuring compliance with state and federal requirements.
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Handled a high volume of incoming customer calls, providing exceptional service and resolving billing inquiries, payment processing, and scheduling of technician calls.
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Conducted credit checks for customers, adhering to established procedures to assess creditworthiness and determine appropriate service options.
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Upsold products and services to customers, effectively communicating the benefits and features to meet their needs and increase revenue.
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Assisted customers with billing disputes and discrepancies, investigating issues and providing accurate and timely resolutions.
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Scheduled and coordinated service calls with technicians, ensuring efficient allocation of resources and timely resolution of customer issues.
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Supported customers in the selection and purchase of marine equipment, accessories, and plumbing solutions, providing expert advice and guidance.
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Developed and executed sales strategies to achieve or exceed sales targets, utilizing effective negotiation and closing techniques.
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Conducted product demonstrations and presentations to showcase the features, benefits, and installation of marine plumbing systems and equipment.
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Provided accurate and detailed product information to customers, addressing their inquiries and ensuring they made informed purchasing decisions.
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Provided comprehensive administrative support, including managing calendars, scheduling meetings, and handling correspondence.
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Coordinated and executed administrative tasks such as travel arrangements, expense reporting, and procurement of office supplies.
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Maintained organized filing systems and document management, ensuring accurate and timely retrieval of information.
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Prepared and maintained documentation related to backup systems, including procedures, recovery plans, and system configurations.
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