SUMMARY OF QUALIFACATIONS

Prior military personnel administration experience

Ability to effectively work independently or in a team environment

Ability to meet employer's attendance policy

Ability to adapt to changing work demands.

Computer knowledge in email environments, Microsoft Word, Excel, Access, and PowerPoint

Can communicate effectively, written and orally, with a diverse group and individuals

Able to always maintain professionalism

Ability to adhere to information and data confidentiality

Able to work remotely in a virtual team environment

EDUCATION

Bryant & Stratton College, North Chesterfield, VA

Associate of Applied Science Degree, Human Resource Specialist GPA 3.90

Graduated Summa Cum Laude in December 2012,

Bryant & Stratton College, North Chesterfield, VA

Bachelor of Business Administration GPA 3.78

Graduated Summa Cum Laude in December 2016,

WORK EXPERIENCE

Customer Service Representative II (CSR 2) Call Center (Remote)

Maximus – Maryland Health Benefit Exchange (MD HBE).

Chester, VA

September 2023 – Present

Handle phone calls from consumers in a courteous and professional manner.

Handle customer service inquiries and problems via telephone.

Handle routine calls using standard screens, scripts, and procedures.

Handle situations which may require research according to the consumer’s response.

Use computerized systems for tracking, information gathering, and/or troubleshooting.

Provide research on questions using available information and resources.

Respond to consumers requests via phone.

Inform management of problems/trends.

Stay current with all systems, prepared responses, changes and updates.

Escalate calls as needed.

Maintain a high level of confidentiality, attention to detail and accuracy.

Maintain records of consumer responses.

Resetting consumer's password

Unlock consumer's HealthCare.gov account.

Recover consumer's email address.

Find consumer's username.

Help consumers change security questions.

Eligibility Specialist (Remote)

Maximus - Indiana Medicaid Eligibility Review Action (IN MERA).

Chester, VA

February 2023 – September 2023

Apply eligibility rules and regulations when evaluating information submitted by customers in support of continuing eligibility determination.

Check various system interfaces and exchanges to verify customer information.

Verify data, review case information, and prepare it for case disposition by the State Eligibility Consultant.

Reprocess applications, including case repair, and missing information responses in an accurate and timely manner.

Customer Service Representative PRQ/CSR

Maximus Federal

Chester, VA

October 2022 – January 2023

Handle phone calls from consumers in a courteous and professional manner.

Handle customer service inquiries and problems via telephone.

Handle routine calls using standard screens, scripts, and procedures.

Handle situations which may require research according to the consumer’s response.

Use computerized systems for tracking, information gathering, and/or troubleshooting.

Provide research on questions using available information and resources.

Respond to consumers requests via phone.

Inform management of problems/trends.

Stay current with all systems, prepared responses, changes and updates.

Escalate calls as needed.

Maintain a high level of confidentiality, attention to detail and accuracy.

Maintain records of consumer responses.

Resetting consumer's password

Unlock consumer's HealthCare.gov account.

Recover consumer's email address.

Find consumer's username.

Help consumers change security questions.

Welcome Desk Attendant

American Family Fitness Chester, VA

October 2012 – June 2017 - January 2022 – October 2022

Greet members and guests, implement guest policy

Monitor members check in by checking their membership card and photo id

Answer phones and direct all incoming calls appropriately take detailed messages and record all reservations

Collect and log fees

Prepare new member packets

Prepare and log status forms

Inform all members of upcoming activities, promotions, and policy changes

Contact this candidate