Customer Service Business Management
Resume:
YBobbie L. Jordan Jr.
Irmo, S.C. 29063
803-***-**** home
803-***-**** cell
******.*******@*****.***
●OBJECTIVE:
Motivated individual seeking advancement opportunities in fast paced environment
●EDUCATION:
May 1996 - Diploma
Lexington High School,
Lexington, S.C.
August 1996 - May 1997
Midland’s Technical College
Airport Campus
Computer Technology
March 2018 - December 2018
Central Carolina Technical College
Sumter/Kershaw Campuses
Business Management
December 2022 - current
Colorado Technical University
Online Campus
Business Management
●QUALIFICATIONS:
20+ years of customer service expertise
Proficient at using Mainframe Systems – FACS, AS400
Software experience with Oracle
Selected to work as an SME on multiple projects
Assisted in training of new employees
Experienced with Microsoft Office, Excel, and Outlook
Excellent oral and written communication skills
Skilled at learning new concepts quickly while working well under pressure
Strong organizational skills and the ability to effectively multi-task
Exemplary customer service skills
Exceptional interpersonal skills
●EXPERIENCE:
October 2019 - March 2024
Caregiver of my mother
March 2019 - October 2019
Kelly Services (BCBS)
Columbia, S.C.
Customer Service Advocate II
●Establish and maintain relationships between internal and external customers.
●Responsible for responding to customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. Reviews and adjudicates claims and/or non-medical appeals. Determines whether to return, deny or pay claims following organizational policies and procedures.
●45% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Identifies incorrectly processed claims and processes adjustments and reprocessing actions according to department guidelines.
●45% Examines and processes claims and/or non-medical appeals according to business/contract regulations, internal standards and examining guidelines. Enters claims into the claim system after verification of correct coding of procedures and diagnosis codes. Ensures claims are processed according to established quality and production standards.
●10% Identifies complaints and inquiries of a complex level that cannot be resolved following desk procedures and guidelines and refers these to a lead or manager for resolution. Identifies and reports potential fraud and abuse situations.
February 2019 - March 2019
Country Inn & Suites by Radisson
Columbia, S.C.
Night Audit / Cook
●Job Summary: Represents the hotel to the guest throughout all stages of the guest’s stay by working with all hotel personnel to ensure every guest experiences superior customer care
●Responsibilities include registering guests, assigning rooms, accommodating special requests, answering telephones and exceeding guest expectations
●Ensure guest's completely satisfied prior to departure
●Maintains an inventory of vacancies, reservations and room assignments
●Possesses a working knowledge of the reservations department
●Takes same day reservations and future reservations when necessary
●Knows room locations, types of rooms available, and room rates
●Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests, and part-day rooms
●Coordinates guest room maintenance work with the engineering and maintenance division
●Uses persuasive selling techniques to sell rooms and to promote other services of the hotel
●Knows daily activities and meetings taking place in the hotel
●Reports any unusual occurrences or requests to the manager or assistant manager
●Manages and resolves all guest complaints in a professional and courteous manner
●Processes guest check-outs and handles monetary transactions
●Maintains customers’ privacy
●Maintains a high level of professional appearance and demeanor
●Performs other duties as assigned
December 2010 - September 2017
Staples Shared Service Center
Columbia, S.C.
Credit Analyst
●Establish and maintain relationships between internal and external customers
●Analyze and research payments
●Research and resolve billing issues
●Maintain stats on call length, amount of calls, and call quality (average 38 calls per hour)
●Handle complex call situation
August 2006 - April 2010
Time Warner Cable
West Columbia, S.C.
Customer Service - Entertainment-Consultant, Billing, Telesales, Retention, Technical Support, Escalations
● Provide high levels of customer service
● Establish new service and upgrade existing customers
● Handle escalated call situation
● Navigate multiple systems, place orders, upsell offers on multiple products
● Provide comprehensive customer support to ensure resolution
● Tier 1 troubleshooting and communication of technical information
● Research and resolve billing issues
● Maintain stats on call length, amount of calls, and call quality
Contact this candidate