Data Entry Customer Service
Resume:
Gladys Hadnot
Humble, TX 77346
*************@*****.***
Objective
To acquire a position with the potential or advancement, where I can maximize my skills in management, human relations, and make a positive contribution to an organization
Education
Jefferson Davis High School-Houston TX 2001-2005
Academic Coursework: 3.8 GPA-Top 10%
Perfect Attendance and Honor Roll
Advance in Extracurricular Activities
Work Experience
Aetna/CVS- 06/2018 to present
Engagement Specialist-06/2018 to 09/2020
70+ Outbound calls daily
Enroll members that are identified for the ACC program and NextGen.
Notate any needs and concerns members may have.
Warm transfer members to health care advocate to get engaged within ACC and NextGen programs.
Met 100+ enrollments multiple months. Selected for multiple special projects. Helped w/ training new hires. Selected to become a part of the Smarteam.
Top performer for several months.
Analyst Case Manager/ Information and Referral Specialist-9/2020 to present
Input data for members in need of health material and products
Manage over 40+ cases daily
Make calls to help members manage their care/giving advise
Place calls to resources that can benefit members
Handling cases for members’ recovery
Making referrals to Clinical Consultants for clinical needs
Working w/ members’ providers for care needs
Placing follow-ups to provide resources
Complete questionnaires to asset w/ members’ health through Medicare programs.
Met all metrics requirements since in this role and received bonus for performance
Help new hires w/ training to learn job duties needed.
Gulf Marine Services-Houston, TX
Data Entry Clerk-11/2017 to 05/2018
Assist with inputting data in system for different marine ships
50+ orders and quotes processed daily depending on customers’ request.
Calculate orders and send order acknowledgements to assure accuracy.
Invoice completed orders with quantities and pricing up on deliver of supplies.
Achievements –Received best new data entry clerk
Optum Service-United Health Group-Houston, TX
Customer Service Advocate-Medical-05/2016 to 10/2017
80+ calls daily/ First call resolutions-Inbound & Outbound calls
Assist providers, staff and members with insurance benefits, eligibility, authorization and claims.
Assist with tech support issues for online website and password recovery
KPI/Metrics-Met all required metrics entire duration of employment-AHT 400, Quality 96%, Survey 85% and Adherence 95%- Great Attendance Award received
Achievements- Received bonuses for overall performance 6 months
NCO-APAC-10/2011 to 05/2016
Team Lead-08/2012 to 05/2016
Assist w/ Attendance tracker, timecards and data entry
Side by sides w/ agents to improve performance and coaching
Assist with taken over supervisor shifts on a weekend date
Assist agents w/ overrides, sup calls, grade calls and provided feedback
Customer Service Representative 10/2011 to 05/2016
70+ calls daily/First call Resolution/Inbound and outbound calls
Troubleshoot on all major appliances for members such as (washer, dryers, dishwasher etc.)
Dispatch service technicians to members/provided timeframe, dates and read required disclosures.
Metrics Required Quality 90%, Adherence 95%, AHT 432, Attendance 90% Survey 90% monthly basis all metrics met the duration employed.
Received monthly bonuses almost the full 5 years employed
Staff Force-Temp Agency-Houston, TX
Warehouse Order Puller 04/2011 to 10/2011
Received and shipped completed order to consumers
Locate the orders that need to be completed with the warehouse by ticket numbers
Use pallet jacks to take completed order to shipping department
Measure the material to fulfill the consumer requested orders
Interactive Response Technology-AT&T 10/2008 to 02/2011
Nesting Helper 11/2009 to 02/2011
Help new hires w/ any questions and upsell available products
Assist w/ service level and AHT
Listen to calls and coach on ways to improve their performance
Customer Service/Sales Representative 10/2008 to 02/2011
Assist w/ changing rate plans, explain bills lower rates and upselling all available products
90+ calls per day all inbound
Take payments w/ all major cards and check accounts and assist w/ payment arrangements
KPI/Metrics Required-AHT 450, Quality 85%, Adherence 95%, Attendance 90%-Metrics Met most of employment
Received Best Overall Performance, Best Sales Agent and Best Quality
Additional Skills
Microsoft Office, Excel and Word, SAP and Data Entry, BCIS
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