United States Customer Service
Resume:
Ventryce Hampton
Columbia, South Carolina, United States
**********@*****.***
WORK EXPERIENCE
May 2022-August 2023
Associate Implementation Manager
Aetna, A CVS Health
Columbia, South Carolina, United States
Act as the primary client contact concerning all implementations, projects and in some cases issue resolution.
• Manage, track, document and drive all Implementations and client project requests to ensure superior service and client satisfaction.
• Facilitate conference calls and meetings and provide thorough and accurate status updates on all implementations and projects to the client.
• Driving the new client implementation and business request processes by collecting and analyzing data pertinent to the development of the requirements needed for the Implementation.
• Update all tracking mechanisms and manage to timelines and deliverable deadlines to ensure that the implementation remains on track based on the defined project plan.
• Prepare detailed status reporting, attend, and participate in project meetings.
• Works independently within guidelines.
• Proactively communicate and collaborate to analyze information needs and functional requirements and deliver the necessary artifacts.
• Successfully engage in multiple implementations and projects simultaneously showing initiative and self-motivation.
• Leads, not just facilitates, meetings and drives outcomes.
• Other duties as assigned
January 2019-May 2022
Benefits Consultant and Billing Premium Consultant
Aetna, A CVS Health
Columbia, South Carolina, United States
Used computer-aided design software, including E-Publisher to prepare documents.
Adhered to established codes and regulations for project compliance purposes.
Provided training to newly hired team members on regulations, best practices, and drafting documents Utilized exceptional writing, editing and proofreading skills to produce engaging and error-free content.
Analyzed monthly account receivable reports to facilitate timely filing, thirdparty payments and consistent cash flow.
Communicated with clients to review and verify client billing requirements. Handled account payments and provided information regarding outstanding balances.
October 2017-January 2019
Customer Service Representative
Aetna, A CVS Health
Columbia, South Carolina, United States
Answered an average of 85 calls per day by addressing customer inquiries, solving problems and reviewing claims.
Directed calls to appropriate individuals and departments. Asked open-ended questions to assess customer needs. Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
September 2012-January 2017
Customer Service Advocate III
Blue Cross & Blue Shield of SC
Columbia, South Carolina, United States
Documented all customer inquiries and comments thoroughly and quickly. Referred unresolved customer grievances to designated departments for further investigation. Determined customer needs by asking relevant questions and listening actively to the responses.
Answered customer telephone calls promptly and in an appropriate manner. October 2009-September 2012
Inbound Sales Representative
Spectrum
West Columbia, South Carolina, United States
Maintained current understanding of available company products and services. Exceeded sales targets on a consistent basis.
Used active listening skills to assess customer needs, means and desires. Delivered a high level of service to clients to both maintain and extend the relationships for future business opportunities. April 2005-October 2009
Customer Service Trainer
Verizon Wireless
Columbia, South Carolina, United States
Facilitated group sessions and provided one-on-one support. Tracked attendance and progress against goals for each participant. Gathered and organized supplementary material to support structured lessons.
Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
EDUCATION
2000-2004
Bachelor of Arts
Allen University
Columbia, South Carolina, United States
Aug 2000 - Aug 2004 Bachelor of Arts: Elementary Education Allen University - Columbia, SC Dean's List every semester
Graduated cum laude
Member of Alpha Kappa Alpha Sorority, Inc.
• Elementary Education
SKILLS
Filing Proofreading Billing Customer Service Oriented Customer Service Multi-Line Multi-Line Phone Account Receivable Sales Representative Sales Targets Claims Payments Customer Inquiries Customer Service Representative Call Center Environment Drafting Best Practices Cash Flow CVS Project Plan MS Office Wireless Benefits Blue Cross & Blue Shield Office Medical Medical Terminology Verizon Problem Solver Strategic Sales Retail Sales Publisher Microsoft Office HONORS & AWARDS
Handled account payments and provided information regarding outstanding Dean's List every semester
Graduated cum laude
LANGUAGES
English - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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