Customer Service Data Entry

Alice Aje

Grand Prairie, TX *****

Email- ********@*****.*** Phone-214-***-****

Grand Prairie TX

Skills

Strong verbal and written communication skills

Excellent communication skills with commitment to customers’ satisfaction

Strong research skills

Exceptional analytical skill

Excellent interpersonal skills

Strong organizational and project management skills

Exceptional customer service experience and skill

Strong data entry skill

Loan processing

Ability to identify, assess and manage operational risk

Strong Microsoft

Work Experience January 2023 till Present (Contract)

Northrop Grumman Corporation, Irving Tx

Customer Relationship Advocate 11

Processes various monetary transactions and maintains account information.

Educate customers and cooperate organizations about products and services.

Works with branch/department managers and leverages cross-selling opportunities.

Research member inquiries and provides solutions as required in a timely manner

Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

Educate team members about the available benefits as provided by the company

Follows written risk and compliance policies and procedures for business activities.

Implements and enforces internal control and security measures in accordance with business policies and government regulations.

Report any suspicious activity on customers’ accounts.

Manage payment posting process including verifying error and performing resolution.

Provide Customer Service Support on payment processing information including queries, reports, communication. Evaluating financial stability and fraud risk factors, while protecting and minimizing the impact for our merchants.

Screen and assess new applications for loan eligibility.

Ensure that personal information such as income and expenditure are received and captured.

Report to management on applications received, approved and declined.

Alto Pharmaceuticals, Plano Tx March 2019 to August 2022

Administrative Assistant

Monitored inbound and outbound calls and message responses to assess the staff member’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures

Offered superior customer service to inbound phone callers by responding to participant requests while assessing participant issues and offering solutions to both identified and unrecognized participant needs.

Organize data, identify trends from that data, and work back to inputs and root causes

Assisted in developing, creating, and implementing call center quality processes and procedures

Made recommendations for enhancements to training materials as needed to enhance the overall Alto’s patient experience

Owned reporting and analysis for both internal and external feedback sources including trend analysis and root cause investigation

Analyzed our external customer feedback [NPS, CSAT and clinic feedback] and develop and drive action plans to create improvement

Developed the process for doing post patient contact evaluations [call and message audits], and drive the analysis to define solutions.

Teladoc Health Inc - Lewisville, TX

Quality Assurance Analyst

2016 to March 2019

Reviewed documentation submitted by medical and clinical staff to approve compliance for billing to third party payment source.

Provided feedback regarding documentation of medical and clinical staff to program director of site.

Responsible for keeping employees updated on changes to current laws and regulations related to third party billing as well as state and federal regulations.

Ensured all clinical aspects of the facility are in full compliance with all Federal, State and local laws and regulations.

Responsible for ensuring that each patient is being properly cared for according to Federal and State standards.

Assisted new staff members with the credentialing process for third party billing.

Conducted training for new staff regarding documentation requirements to maintain compliance with regulatory bodies as well as third party billing sources

Worked collaboratively with billing department.

Participated in internal and external quality review activities

Reviewed monthly chart audit report conducted by the program director and training as needed to address concerns related to clinical compliance.

Participated in a program of professional development including both external and facility required number of internal in-service programs and events; works toward and or maintains professional credentials of Licensed Clinical Addiction Specialist or Certified Substance Abuse Counselor.

Participates in the Continuing Quality Improvement and collects and reports on assigned CQI monitors.

Roles out new products (programs) for company

Document and notify of progress on new product line and develop infrastructure teams to have product completed by deadline.

Other duties as assigned by Executive Director

Pharmacy Technician- RX Fulfillment

Teladoc Health Inc - Lewisville, TX

February 2015 to March 2017

• Contacting members/patients for any prescription order discrepancy or clarification.

• Representing Teladoc Health to members and clients in a courteous and professional manner

• Meet all customers' demands at very high level

• Relate with members on daily basis

Ensuring prescriptions are completed in a timely manner

Health Physician and Nurse Supervisor

• Stand as intermediary between the clients (groups)and the organization

• Investigate and resolve customers complains and enquiries in an emphatic manner

Customer Service Representative

United Health Group - Irving, TX

August 2014 to January 2016

• Investigated and resolved customer inquiries and complaints in an empathetic manner

• Adhered to all confidentiality requirements

• Solved unresolved customer issues

• Facilitated inter-departmental communication to effectively provide customer support

• Effective liaison between customers and internal departments

• Developed highly empathetic client relationships and earned a reputation for exceeding service

standard goals

• Maintained up-to-date knowledge of product and service changes

• Managed workflow to exceed quality service goals.

Education

Texas A&M University, Commerce Tx

BAAS. Organizational Leadership

Richland College Dallas - Dallas, TX - 2003

Liberal Arts & Sciences

Diploma

Skyline High School, Dallas, TX -1998

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