Gail L. Brooks

**** ********* ***

Stone Mountain, GA 30088

770-***-****

ad35qg@r.postjobfree.com

Skills

I have a Business Administration degree from Georgia State University

as well as extensive experience in Business Administration via customer

service office and technological support. I have over twenty years of

experience with Microsoft Office software, as well Microsoft Teams,

Workday and N.I.C.E with Remote Desktop and Microsoft Outlook. I am

also experienced with AS 400, Foundations, ACI Payments, SLP Payment system and Oracle.

Experience

08/2023-11/2023 Rose International, Kaiser Permanente, Member Services Representative

*I assisted and responded to all inquiries that current, prospective and former Kaiser Permanente in Regions NW (Washington State and Oregon) Hawaii, NCR and SCR

(Northern and Southern California), Colorado, MAS states (Virginia, Maryland, and Washington D.C., Georgia, had regarding their medical coverage, including deductible, coinsurance, maximum out of pocket, copays, and benefit coverage of plans covered via Kaiser Permanente in and out of network.

* Relayed benefit percentage of coinsurance and copays for preventative and diagnostic office visits as well as the pricing of approved coverage of both generic and brand named prescribed medications.

* I relayed detailed monthly premium payments information including taking these premium payments over the phone via ACI and SLP payment systems, activating and

deactivating autopay, as well as registering and reseting password assistance in accordance with promoting the kp.org website and mobile application.

*I also transferred Medicare and Medicaid members to the appropriate Kaiser Permanente regions for inquiries regarding APTC, additional subsidies, and monthly premium amount adjustment inquiries.

*Assisted with all Open Enrollment inquiry deadlines, consistent with ACA regulations per Kaiser Permanente regional states along with dual rider plans available, ie:dental insurance.

01/2022-5/2023 TruGreen Remote Permanent Position, Customer Service Representative

●Answered constant flow of customer calls with minimal wait times.

●Answered customer telephone calls promptly to avoid on-hold wait

times.

● Responded to customer requests for products, services and

company information.

● Exhibited professionalism when dealing with clients and ed

caller accounts to determine benefits, identify service needs and

resolve issues

with lawn care services that were provided and scheduled technician

visits to treat properties via aeration and seeding and horticultural

services.

01/21-2/2022 Randstad. Coca Cola. Remote Contract Position, Customer Service Representative

● Provided primary customer support to internal and

external customers.

● Used company troubleshooting resolution to evaluate

technical problems and find appropriate solutions.

● Assisted customers with setting appointments, special order

requests, and arranging merchandise pick-up.

● Answered constant flow of customer calls with minimal wait

times.

● Answered customer telephone calls promptly to avoid

on-hold wait times.

● Responded to customer requests for products, services and

company information.

● Communicated with vendors regarding backorder

availability, future inventory ane inventory and special orders.

● Provided excellent customer care by responding to requests,

assisting with product selection and handling ordering functions.

● Delivered prompt service to prioritize customer needs.

● Increased efficiency and team productivity by promoting

operational best practices.

• Over 100 calls per day

11/2018 - 7/2020

Securitas USA, Brookhaven, GA - Receptionist Customer

Service Representative

● Greetings to clients, answered multi-line systems,

organized meeting agendas.

● Updated reports, managerial contacts via FEDEX, UPS organizations.

● Organized travel and conference meetings weekly.

9/2016-3/2017

UPS/CorTech, Atlanta - Administrative Assistant II/Human Resources

● Instructed orientations for seasonal employees, reviewed UPS

policies and procedures.

● Maintained employee files and modules and procedures for

review from supervisors as well as management review.

11/2012 -6/2015

DeKalb County Public Safety, Tucker, GA - Central Records Clerk

● Assisted customers with ready availability of

incident and accident reports.

● Faxed incident and accident reports to various law

enforcement agencies.

● NCIC certified.

7/2011-7/2012(Contract Position)

Wells Fargo /Apex Systems -Customer Service Representative •

Processed clients accounts via debits and credits conversion

accounts to new systems

• Processed payments via payroll, debits and credits to the

new Automated Clearing House.

• Answered client inquiries via email or phone access.

6/2005-8/2009

First National Bank of Omaha, Atlanta, GA-Customer

Service Representative

● Provided inquiry resolution to customers via

online, inbound and outbound calls .s though interest rate adjustments.

● Processed

account receivables through Microsoft Office Suite and Western

Union software.

● FDCPA guidelines used.

8/2002-8/2005

Risk Management Alternatives Inc, Doraville, GA -Customer

Service Representative

● Worked as an Accounts Receivables clerk, inbound and

outbound calls on switchboard .

● Online communication via email,to process utility,

auto, and medical receivable accounts.

●Microsoft Office Suite, AS400, FASTDATA, FDR,

ORACLE, AS400 software used.

3/1999-8/2002

Fidelity National Bank, Atlanta, GA-Customer Service Representative

● Processed auto loan accounts as an Accounts Receivables

clerk.

● Microsoft Office Suite, AS400, FASTDATA, ORACLE,

PeopleSoft software used.

● FDCPA regulation guidelines used.

5/1995-5/1999

Sears Roebuck and Company, Tucker, GA-Customer

Service Representative

● Processed payments for customers on credit card accounts

●Answered customer inquiries via switchboard communication.

Contact this candidate