Customer Service Data Entry
Resume:
Stephenie Kersey
New Albany, IN 47150
*********@*****.***
Objective
To be able to utilize my expertise to assist customers and clients, to use my detail orientation, quick learning capability and experience in customer service, coaching and development.
Experience 6/25/18 - 07/23/24 Blue Cross Blue Shield of IL Rockford, IL 07/10/21 - 7/23/24. BCBSIL Work from Home. New Albany, IN Customer Service Advocate
● Inbound HMO calls from members needing assistance with insurance benefits, claims and provider info.
● Completed Medical Group changes, Primary Care Physician updates, Benefit Inquiries, Claim Explanations, Claim research to ensure resolution.
● Worked with Medical Groups, Billing Providers, and Collection Agencies to determine claim issues and resolve.
● RX / Pharmacy Trained
● Chat / Online Trained
6/16 - 3/18 Fiberglass Innovations Rockford, IL
Machine Operator/Material Handler
● Set up and shut down fiberglass machines.
● Experience with tape measure, spec gages, drills, saws.
● Detail orientation necessary to spec parts, assemble and package for shipping to customer.
5/15 - 6/16 Dickey Staffing Service Machesney Park, IL
● Several temp positions for clients include:
- Data Entry
- Customer Service Inbound/outbound calling.
6/08 – 5/15 NCO Group/ APAC Rockford, IL
Trainer
Certified, Trained and successfully graduated 20-25 agents to production for T-Mobile, Walmart Family Mobile, J.P. Morgan Chase Bank, AEP Energy and ViaSat.
Administrative work which included creating and maintaining Employee Trackers, Peak Books, billed hour reports, and administering corrective action.
Coached and developed agents according to NCO guidelines in order to perform their job successfully, trending to opportunities, and celebrating successes.
11/04/13 – 11/08/13 NCO Group/APAC Rockford, IL
Traveled to Denver, CO for one week to assist with reconstruction of the ViaSat curriculum along with the leaders of other sites. Broke down and revamped the 3 week curriculum to better suit the needs of the agents.
10/02/11 – 10/29/11 NCO Group Rockford, IL
Traveled to Arlington, TX for one month, to become a trainer for J.P Morgan Chase Bank. Obtained knowledge in material and systems in order to transfer knowledge to bankers through facilitation.
10/05 – 11/05 Ingenix Louisville,
KY
Traveled to Chennai, India for one month, to assist in Training and Development of Employees, Including Customer Service Skills, Phone Skills and Knowledge.
Education 1993 – 1997 Harlem Senior High School Machesney Park, IL
* Graduated with perfect attendance all 4 years. 2.8 GPA
Honors in Accounting and Spanish
Member of Tri-M Honor Society
Summary of Qualifications
27 years experience in the Communications Field. Vast experience in both Inbound and Outbound Communications. Background in Customer Service and Sales. Excellent Communication Skills and Leadership Skills. In depth knowledge and Training with Word, Windows, and Excel. Excellent Multi-Tasking Capabilities and Extremely Detail Oriented.
References Available Upon Request, Letters of Recommendation available upon request.
Contact this candidate