TRESSIE

MCKINNEY

ad0oko@r.postjobfree.com

256-***-****

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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