N. Toles-Carter *

NAKIA TOLES CARTER

313-***-**** ad3vxg@r.postjobfree.com Detroit, MI 48212 CAREER SUMMARY

Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Customer Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in negotiating policy, developing and implementing strategic plans, and obtaining desired results. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership. AREAS OF EXPERTISE

Customer Service Support Quality Assurance Management Operational Improvement Business Operations Exceptional Telephone Etiquette Data Entry Confidential Correspondence Critical Thinker Sales Support Cash Handling Cash Drawer Management Merchandising Inventory Management Reports/Documentation Result Execution Client Relations Communication Skills Attention to Detail Problem Solving Technical Support Conflict Resolution Time Management Process Improvement Database Management Microsoft Office Data Integrity Documentation & Control Strategic Planning Training & Development Team Management Leadership PROFESSIONAL SUMMARY

Member Service Representative August 2019 – Current Meridian Health

Delivers efficient and courteous service to internal business partners and external customers concerning investigation and resolution of claims.

Receives and responds to inquiries as well as issues from members and providers regarding benefits, coverage, payment, coding and health service policies and procedures via telephone calls.

Requires instructions and education to members, providers and facilities on Meridian Health policies and procedures in a call center environment.

Researches and analyzes recurring trends, problems and complaints to determine the root cause concerning health insurance.

Conducts and investigates claims, interprets laws and regulations, renders insurance decisions from onset to closing.

Sends correspondence and complete actions to satisfy department of insurance and/ or state specific regulations.

Focuses on understanding the firm's service policies, systems, legal compliance regulations, products and services to aid while servicing clients.

Assists training department with new hire development by performing on the job training. Verification Agent March 2018 – August 2018

S&P Data Troy, MI

Effectively addressed the needs and concerns of customers while adhering to S&P guidelines regarding authentication, disclosure and customer service.

Maintained loan plan request database; ensuring data is entered accurately and in a timely manner, as determined through facility processes.

Examined pertinent information to determine the accuracy of client requests and related paperwork.

Maintained and revised procedural lists, control records and coded schemes to process source data.

Supported and complied with all company policies, processes and procedures including the Compliance Program and the Code of Conduct.

Reviewed and resolved discrepancies in received data and performed data verification routines in accordance with company procedures.

Prepared, reviewed and ensured the timely delivery of all loan disclosures to clients in accordance with all governmental and investor requirements.

Technical Support Representative August 2014 – June 2017 Minacs Southfield, MI

Ensured timely and accurate information was provided to customers in a professional manner. Responded to inquiries through phone, mail and email contact with customers.

N. Toles-Carter 2

Provided operational management and support at call center locations to ensure efficient and timely resolution of technical support issues.

Developed and implemented policies for the resolution of service related inquiries.

Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps.

Handled trouble tickets with support interventions for urgent issues. Identified and escalated priority issues per client specifications.

Worked with coworkers and end-users to determine best course of action to resolve support tickets in a timely and satisfactory manner.

Trained fellow techs on proper support procedures, and performed quality control on active tickets to ensure adherence to policy.

Housekeeper January 2014 – June 2015

The Facility Group Detroit, MI

Performed any combination of light cleaning duties to maintain area in a clean and orderly manner.

Demonstrated excellence in assigning duties to other staff and giving instructions regarding work methods and routines.

Inspected work performed to ensure that it meets specifications and established standards.

Investigated complaints regarding housekeeping service and equipment and took corrective action.

Responsible for reporting any maintenance deficiencies and handling guest's requests or complaints.

Tracked inventory for housekeeping department. Inventory stock to ensure that supplies and equipment are available in adequate amounts.

Inspected and evaluate the physical condition of facilities to determine the type of work required.

Selected the most suitable cleaning materials for different types of linens, furniture, flooring, and surfaces.

Utilized effective organization and time management skills to ensure all work is done within time limitation. Lead Cashier December 2014 – October 2016

Popeye’s Chicken and Biscuits Detroit, MI

Worked closely with Store Managers, Assistant Store Managers, and Front End Managers to ensure the success of the restaurant.

Directed cashiers engaged in reconciling cash receipts, returns/exchange, closing procedures, and in performing services for customers.

Provided training/coaching, daily observations and monthly performance reviews for all cashiers, and some other department associates

Handled large amount of cash/credit card transactions and related documents, maintained a cheerful, friendly attitude towards customers while correctly operating the cash register.

Addressed any customers concerns or complaints immediately and effectively with the help of management when needed.

Utilized reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

Possessed a positive attitude, ability to work in a team, and a strong work ethic.

Enjoyed working in a fast-paced environment and possess a desire for personal and professional growth. EDUCATION

Marygrove College - Detroit, MI

Bachelor’ of Business Administration, minor: Marketing Endorsed Diploma in Progress

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