Customer Service Care

NATASHA E. WALKER

**** ******** **** *********, ** 30274 404-***-**** ********************@*****.*** SUMMARY OF QUALIFICATIONS

Result-driven and customer-oriented offering more than ten years of Customer Care Management experience for inbound and outbound call centers. Quality-focused and pragmatic team player providing track record of achievement maximizing productivity, optimizing workflow, building alliances, exceeding objectives, strengthening communications, and ensuring world-class customer service. Lauded for high degree of diligence and adherence to policies and standards. Adaptable leader who thrives in fast-paced, high-stress environments. CORE COMPETENCIES

Customer Service Management Client Relations Relationship Development Leadership, Training & Team Development Policy / Procedure Development Strategic Planning Productivity & Process Improvement Business Systems Implementation Professional Experience

State Farm Atlanta GA 2018-present

State Farm is a #1 insurance company. They have been a company that has been around for 100 years. They provide coverages for personal lines as well as business. Claims Specialist- Resolve Claims for Personal Autos Start the claim and work them through completely. Determined the liability as well as select body shops for the vehicle and provide a customer with rental vehicle where it was warranted. Responsible for making sure the customer service was exceptional and making the customer had a great experience in spite of the accident that occurred. Mailed detailed documents to the named insured as well as the claimant. Handled the claim from start to finish to make sure all parties were satisfied. Underwriting Service Specialist-Policy Center Representative Review eligibility for a business and determine if it can be written for the company. Determine if we need additional information and the liability for a policy. Help a Agent write a policy and give the correct codes to be able to write the policy. Also determine what is needed for the policy. I helped with all aspects of a Business Policy for Auto and for Fire policies. I completed a Business Fire and Auto Policy from start to finish.

Maximus ● Atlanta, GA ● 2017 – 2019

MAXIMUS, is an American, for-profit, privatizing company that provides business process services to government health and human services agencies in the United States, Australia, Canada, Saudi Arabia and the United Kingdom.

Sr. Customer Care Specialist - Louisiana Medicaid Eligibility Assistance Oversees and manages all Call Center, data entry, and mail operations to ensure contract compliance, production, and quality goals for individual staff members. Ensures that Customer Service Representatives and Data Entry and Mail Specialists are provided with updated knowledge of the NATASHA E. WALKER

8300 Mountain Pass Riverdale, GA 30274 404-***-**** ********************@*****.*** Louisiana Medicaid programs, community resources, and options for enrollees and members. Manages all Call Center activities in accordance with MAXIMUS established policies and procedures. Coaches, counsels, and mentors Customer Service Representatives so they can efficiently and effectively perform their jobs. Resolves customer service issues with potential enrollees, members, participants, and staff. Ensures workforce management schedules for staff accordingly and distributes to Call Center staff appropriately. Helps ensure that the Call Center meets and/or exceeds contract Service Level Agreements. Evaluates the need for training and works with the Training Manager on initial and ongoing training needs Works with the Quality Assurance Manager to oversee quality l and implements any necessary corrective actions to help ensure consistent application of all laws, regulations, policies, and procedures pertinent to the call center and enrollment functions. Asurion ● Atlanta, GA ● 2014 – 2017

Asurion is a leading provider of device insurance, warranty & support services for cell phones, consumer electronics & home appliances.

Customer Care Supervisor

Utilize advanced technical knowledge to provide technical support for programming and/or equipment issues. Educate clients on complex issues and offer self-resolutions alternatives on an as needed basis. Proactively offer value-added services based on an overall assessment of the client’s needs. Diffuse customer frustrations by providing valuable solutions and determining viable service options. AT&T Telecommunications ● Atlanta, GA ● 2000 – 2013 AT&T is the world's largest telecommunications company. AT&T is also the second largest provider of telephone services and the largest provider of fixed telephone services in the United States. Sr. Solutions Specialist - Small Business Sales

Provide consultation to Small Business clients by tailoring service solutions to increase revenue, efficiency, effectiveness, and marketability. Maintain Small Business portfolio by promptly coordinating resolutions to service needs including, but not limited to repair, technical support and billing issues concerning Landline, Mobility and VoIP. Proactively and successfully exceed company sales objective, while still servicing the customer.

Performance Supervisor – Sr. Retention Specialist

Responsible for maintaining customers by resolving issues with billing, technical support and customer service. Facilitate Team Meeting amongst peers to give latest information regarding company issues as well as promotions. Responsible for Performance Review for a team of 25 people. Second point of contact when representative cannot resolve client issues, by diffusing situation and “wowing” the customer. Coordinate with internal departments to create effective client solutions concerning Landline, Mobility and VoIP. Lead Consumer Services Representative

Call center first-point-of-contact to all internal and external clients, skillfully meeting their diverse array of needs including but not limited to; payment transactions, and credit dispute resolutions. Coordinated research with multiple internal departments to create and compute effective solutions for clients. Aggressively exceed sales objectives monthly while still maintaining a healthy relationship between clients and the company. Create effective sales presentations using Microsoft Word, Excel, and PowerPoint. Assisted in training classes to assist with clearing system errors while working with at least 4 but not limited to, company applications at one time. Provide feedback to representatives on how to meet sales objectives NATASHA E. WALKER

8300 Mountain Pass Riverdale, GA 30274 404-***-**** ********************@*****.*** in a timely manner. Served as Project Manager for special projects like implementing a plan to handle calls more effectively in less time. Implement Sales Contest to generate more sales in center. Professional Skills

Extensive Administrative and Technical Experience

Microsoft Office Suite: (Word, Excel, PowerPoint, Outlook) Adobe Systems

File Maintenance

Thorough Internet Research

50 – 70 wpm

Phoenix, Seibel, Rumba, BOCRIS/CABS, SOEG, CRM, Telegence, SOCS, ROS, Breeze, Nova Education

Richard J. Daley College Chicago, Illinois

Associates in Applied Science / Associates in Liberal Arts Clayton State University Atlanta, Georgia 2018 – Current

Bachelor’s Degree in Business Management

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