Bobbi La’Shawn Adams **** Naylor Rd SE, Apt *** Washington, DC 20020 202-***-**** / 220-***-**** ad1kmk@r.postjobfree.com

Communications Agent / Customer Service Professional

Experience

CenExel, Inc. - Clinical Trial Research Participant – Gaithersburg, MD 20877 09/22/22 to Present – Volunteer services at the facility as a clinical trial research participant, in various confidential studies in clinical trials. I am passionate about helping the medical field in its scientific discovery and research. I am in my sophomore year pursuing my Bachelor of Science in Psychology.

Federal Employee Program Operations Center – Enrollment Representative Remote / Washington, DC 20032 / Vendor Elite Technical Services, Inc., New York NY. 02/2022 to 08/2022 This position was based remotely from my home office in Washington DC. My responsibilities were taking incoming calls from The Office of Personnel Management and the Local Plan, Blue Cross Blue Shield Health Insurance for Federal employees for all 51 states.

Duties: Customer Service Representatives (CSRs) for customer Open Enrollment Season. The client was a premier Federal Healthcare Insurance organization based in Washington DC (this position was 100% remote with the possibility of returning onsite if/when deemed safe/necessary). After completing training, implemented service and customer retention strategies through telephone interactions and written transactions, including member enrollment, interpretation of benefits, upgrades, and coordination of benefits. Tasks and activities include:

Responded to high-volume call center support from members seeking healthcare insurance support and guidance. They executed enrollment transactions. They have collaborated with medical experts. Determined need for main initiative. Examined claims to identify critical key elements. Applied an expert ability to analyze client needs—identified clients who are eligible or in need of supervised care interventions. I have documented all client encounters.

Vendor - 4Consulting Inc., (4Ci) Remote Call Center - Customer Service Representative, contracted for Deloitte and the Department of Health and Human Services, Houston, Texas 08/2021 to 02/2022. This position was based remotely from my home office in Washington DC. My responsibilities included quality checking, processing escalation, and taking incoming calls from customers who needed information regarding the COVID-19 vaccination. My duties were to assist the customer with scheduling an appointment to get vaccinated. The systems I used to conduct business were Microsoft Office, Excel, Outlook, and Sales and Force, which were used to create the customer profile and schedule the appointment. Salesforce was also used to access the CDC, Centers for Disease and Control out of Atlanta, Georgia. I used software called SLACK for collaboration and chatting with supervisors and co-workers. Used the software Calabrio system to log in remotely and clock in for scheduled work time, breaks, lunch, and end-of-day calculations for wages. I used Microsoft Outlook to communicate via email. Accessed Microsoft Excel daily to provide a history of activities (such as breaks, lunch, and confirmation of being logged into all systems) and emailed Excel Spreadsheet to management using Microsoft Outlook email. I have created and provided documents utilizing Microsoft Word. I was able to share screens and provide screenshots using Snipping Tools via Microsoft Office. Completed knowledge check on all systems and received certification in HIPPA, cybersecurity training, and Online netiquette policies training.

Ritz-Carlton Washington, DC - Communications Agent – PBX, Call Center - 5/2019 to 8/2021 Answered all calls directed to the guest service desk, internal and external. Assisted guests with questions and concerns. The average call handling time averaged 5 to 7 minutes per call per hour depending on the context of the call. The daily average was 30 to 40 calls completed depending on the hotel’s occupancy and solved guests’ problems and defects, offering compensation according to guidelines. Entered all requests and weaknesses in the GXP system messages portal. Directed all telephone calls to their appropriate destination in a timely, efficient, and accurate manner. Followed wake-up call procedures to make sure every request was completed on time. Handle the tasks of the hotel communication center involving using the Radio Dispatch System to relay messages to hotel staff in many departments. Executed emergency procedures and security procedures. Assisted the front office team as required. Utilized Outlook to email all parties associated with the organization and responded to incoming emails through Outlook. Provided and created documents using Microsoft Word. Maintained Microsoft Excel spreadsheets during the nightly audits, showing revenue in various areas of the hotel, such as occupancy, food, and beverage. I received emails from consumers who were highly satisfied with my level of customer service.

DC Water Call Center - Customer Care Associate – Vendor - Through vTech Solutions, Washington, DC - 5/2018 to 4/2019 Responded to inquiries received over the Water Bill Action Line. Applied analytical and evaluative methods and techniques to provide sufficient information to resolve substantive issues and problems. They handled issues and problems that may involve compiling, reconciling, and correlating data from various sources—exhibited positive action in representing the Water Authority in making final determinations on the customer's inquiry or problem with billing. Reviewed the customer's situation in establishing payment plans, accepting requests for investigations, and receiving payment for service restoration. Provided customer information regarding resources for assisting them with paying their bills, composing clear and concise correspondence that reflects the Water Authority's position on complex issues and problems—prepared various reports. Assisted with customers’ emergencies by dispatching the emergency department and following guidelines on requesting emergency services. I was able to handle 10 to 15 calls per hour. The average call handling time is 5 to 7 minutes per call per hour. The daily average was 65 to 70 calls completed. Performed other related duties and projects as assigned at the discretion of the Call Center Supervisor. They accessed Microsoft Excel daily to provide call history to management. They offered and created documents using Microsoft Word. Utilized Outlook to email all parties associated with the organization and responded to incoming emails through Outlook. I received emails from consumers who were highly satisfied with my level of customer service.

DCHL (DC Health Link) Maximus/ Vendor was Formally unknown as HIT2 Business Solutions, LLC - New Name Codice, Inc., /Call Center - Customer Service Rep (CSR) Washington, DC - 8/2015 to 12/2017 Responsible for interacting with customers to provide information in response to inquiries regarding applications for enrollments with Medicaid, Qualified Health Plans through the Affordable Care Act and the Federal Employee Program Operations Center. Assisted customers with enrolling in their Employer-Sponsored Coverage. They interacted with CareFirst BlueCross BlueShield, Kaiser, Aetna, and United HealthCare employees to assist with completing enrollments for consumers. Recorded consumer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken quality checking and processing escalation using Microsoft Office, Excel, and Word, followed standard operating procedures to ensure consistency and accuracy when dealing with time-sensitive matters and materials—strictly adhered to all Federal HIPPA Law guidelines, rules, regulations, and security issues. Responded to consumers’ inquiries and resolved problems to ensure that the appropriate changes were made to their Health Plan Coverage. They referred unresolved consumer grievances to designated departments for further investigation. Updated and maintained consumers’ accounts regarding their application and enrollment process via Excel and Microsoft Word. They strictly adhered to all documented procedures to ensure the security of Personal Health Information (PHI) and Personal Information Identifiers (PII). Provided timely resolution during calls at the highest level of customer service and maintained extensive knowledge checks of the Call Center Policies and Procedures. I was able to handle 10 to 15 calls per hour. The average call handle time is 5 to 7 minutes per call per hour. The daily average was 65 to 70 calls completed and accessed Microsoft Excel daily to provide call history to management and provided and created documents using Microsoft Word. Utilized Outlook to email all parties associated with the organization and responded to incoming emails through Outlook. Performed the ability to recognize priority issues. They were experienced with working with difficult or frustrated callers. Was available to work on any scheduling option according to the service center’s business needs—assisted consumers with navigating the Exchanges website. Helped as Tier I and Tier II technical support with re-setting passwords and security questions via systems Identity and OAAM. They have completed all training throughout my tenure in this fast-paced industry. Received awards for high-quality assurance analysis scores. I received emails from consumers who were highly satisfied with my level of customer service.

George Washington University Hospital (INTERNSHIP) in Health Information Technology Washington, DC 1/2015 to 6/2015 Internship, studies included state and federal laws, HIPAA. Including compliance standards that affect Healthcare systems and developing policy and procedures, including reimbursement methodologies in the USA. Acquired knowledge in Medical Terminology, CPT, ICD-9, and ICD-10. She has demonstrated the ability to ensure the quality of medical records and patient information by verifying completeness and accuracy and correctly entering data into computer systems.

FedEx Office Customer Service Specialist (CSS) Northern, VA - 4/2008 to 12/2010 Position was based in The Hub in Vienna, Virginia. This position required me to travel up to a 300-mile radius using a personal car. Responsible for providing customer service support and customer care for the entire northern Virginia district. Responsible for putting together and presenting slide show presentations of FedEx Office’s products and services using Microsoft Office PowerPoint. Interacted with High Profile Consumers, Booz Allen Hamilton, BAE, SAIC, Northrop & Grumman, Deloitte, and Capital One Banking. Responsible for customer satisfaction by providing responsive service that enhanced FedEx Office products and delivery. I completed outbound calls daily to every customer to inquire about the quality of service received by every customer that utilized FedEx Office’s printing, posters, banners, and signage services—encompassed extensive interactions with customers over the phone in-center and out of the center. The average calls per day are 100 to 150. Received Customer Service Specialist award for the most completed outbound calls. Responsible for gathering order data, bidding, order processing, and order management. I have worked with minimal instructions and supervision and interacted daily with FedEx Account Executives, Center Managers, Team Members, and Vendors to accomplish established business objectives. I completed all required online training every three months via Knowledge Check to remain in compliance—utilized Outlook to email all parties associated with the organization and responded to incoming emails through Outlook. I have used Microsoft Excel spreadsheets to document customers’ revenue and future printing projects and provided and created documents utilizing Microsoft Word. Created Slide show presentations advertising the company’s capabilities and services—hosted presentations to clients and customers to maintain relationships between FedEx Office and the consumers.

Diversified Engineering, Inc. Assistant Marketing Coordinator Washington, DC 01/2003 to 10/2008 Responsible for generating new contracts for the firm via the Commence Business Daily. They maintained client satisfaction and quality assurance. Attended and organized conferences and meetings. Coordinated and set up Diversified Engineering, Inc (DEI) presentations of the firm’s products and services. Responsible for requesting proposals to win contracts using Microsoft PowerPoint Presentation (for the company’s slide show presentation). Responsible for updating the resumes of CEO/Prime Architects and Engineers (summaries include completed projects) using Microsoft Word and PowerPoint Presentations. Maintained a close professional working relationship with internal and external clients and subcontractors to ensure all areas of the client’s satisfaction were met. Created Slide show presentations using Microsoft Office Suite advertising the company’s capabilities and services. They provided and created documents utilizing Microsoft Word. Upon completion of projects, I was responsible for doing a site visit to document/take pictures of the completed projects. This information was then added to (DEI’s) company brochure constantly. No professional email address was provided during my time with (DEI). CEO/President handled all email interactions, and Supervisor translated and sent out through the company’s Head Quarters Office in Silver Spring, Maryland.

Qualifications

Primary language to speak, read, write, and understand English - communicating effectively, both written and verbally. Able to assist guests with their concerns while maintaining professional standards and problem-solving effectively - performing professionally and politely under pressure. Able to confidently communicate with, all professionals at a colligate level, such as with, managers, supervisors, vendors, contractors, clients, patients, and guests over the telephone in various situations and operated efficiently in a multi-tasked, bustling environment. Possess advanced computer skills all while engaging. Worked flexible hours, including but not limited to 1st, 2nd, and 3rd, shifts. Worked shifts for up to 14 hours at a time. Can demonstrate APA style writing, standing, sitting, walking, repetitive motions, listening and hearing ability, and visual accuracy simultaneously. I am a team player but able to work independently.

Education

Grand Canyon University, Bachelor of Science in Psychology, Phoenix Arizona (remote), 10/08/22 – Present (70 credit hours) – GPA - 33.3

MedTech College, Associate Degree of Applied Science in Health Information Technology Washington, DC 2014 - 2016 GPA – 4.00

Sanz School - Registered Medical Assistant, Washington, DC – 2003 – 2004 – GPA – 4.00