Customer Service Center Agent
Resume:
Paulette Hudson
POB ****
Phoenix, AZ *****
email: ************@*****.*** Cell Phone: 623-***-****
History of Employment
****-**/**/**** – 03/14/2024
Contact Center Agent @ Epic/Raise Phoenix, AZ 480-***-****
Inbound calls/scripted Temporary assignment with Wells Fargo Remediation Line
2020 / Current
Facility Coordinator @ South Phoenix Baptist Church – Phoenix 602-***-****
Coordinate and Facilitate all Events at the facility, communicate written/verbal with all departments regarding updates and upcoming events, and sign off approval on reimbursement for custodian, musician, and soloist. Generate Annual/Quarterly reports for facility usage. Email/text and make phone calls to all departments involved in the event. Meet and communicate with families of the church, community, and mortuaries that want to rent our facility. Collect all monies regarding the facility's usage, complete paperwork, report to Finance Department, and Document all transactions.
2006/2015
Reimbursement Specialist/Case Manager @ Mckesson Corporation – Scottsdale 480-***-****
Analyze and work Cases, verify insurance and get Authorizations, enter into computer and
Document cases.
Claims Adjustor Gatekeeper –Cigna Kelly Temp Service (8/01/2004-2/01/2005)•Adjusted medical claims, correspondence to providers and members, subrogation with Cigna's legal • bills, and reassigned workflow to claims processors.
Cox Communications (7/2003 -present) --Inbound Televisions and remotes also transfer calls to various Departments within Cox and keep abreast of company updates on the internet.
3/2003
Team Leader Escalator Rep Customer Care Representative or Corporate Job Bank -Wells Fargo Home Mortgage Refi Center (2/2001 -6/2001) managed 22 customer Representatives to include administrative functions: Appraisals, department minimal budgeting figures. Also motivated representatives.
Customer Service Representative American Express-Call Center -Customer Service, Credit & Fraud (01/19/1976) Customer Service Rep -took inbound calls (reconciled, analyzed, researched nrisp6Sted payments, frontline liaison external/internal customers), Outbound calls to customers who had a problem that required special attention and minimal negotiation on their account. Also, multitasked and detailed oriented to perform this job and documentation.
Resume-Paulette Hudson Contd page 2.
Quality Assurance Rep – American Express (1976 – 1998) Responsible for 10-15 customer service representatives, checking all paperwork/forms, monitoring calls, giving feedback, and giving suggestions to the representative on how to handle the call.
Project Analyst -Assigned to a Special Task Force to gather information (by survey) departments for best practices and developed an online data Reference Guide Book.
Department Training Specialist -Interviewed, tested, and assisted Human Resources with ordering drug test scheduling and background checks for all New hires in the Customer Service department. Responsible for 7-10 new hire representatives (monitoring, feedback, mini appraisals, administrative functions, motivated reps by example of different styles of call types).
Team Leader-Managed 20-25 representatives, responsible for monitoring calls, administrative functions, appraisals, timesheets, feedback, motivating, and developing a high moral atmosphere.
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