Customer Service

Bernita Bull

479-***-**** **********@*****.*** Rogers, AR 72756

SUMMARY

Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.

SKILLS

· Policy Implementation

· Staff Development

· Staff Training and Development

· Complex Problem-Solving · Time Management

· Verbal and written communication

· Staff Management

EXPERIENCE

Sr. Salaried Manager, Walmart Claim Services (WCS), August 2011-July 2024

Bentonville, AR

· Continued supervisor role with extended responsibilities,

· Overseeing a new CASS team.

· CASS Associate, reviewing documents and accurately importing them to the corresponding claims.

· Established processes to ensure efficient workflow throughout the team.

· Provided feedback on new systems implemented to improve functionality and user experience.

Salaried Manager, Walmart Claims Services (WCS), January 2009-July 2011

Bentonville, AR

· Continued supervisor role with extended responsibilities and supporting the technicians and operators.

· Streamlined communication channels, improving information flow and decision-making speed.

Supervisor, Claims Management Inc, Wal-Mart, February 2003-December 2008

Rogers, AR

· Managed a team of up to 12 technicians and 3 operators, ensuring high productivity and quality standards were met.

· Monitored employee attendance, addressing any punctuality or absenteeism issues.

· Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

· Trained new employees on company policies, job duties, and performance expectations.

· Coordinated communication across multiple departments to streamline operations and improve response times.

· Developed and maintained up-to-date forms and procedures, implementing improvements as needed.

· Managed the input of higher management claims for Workers' Compensation and General Liability.

· Ensured accurate processing of claims paperwork and maintained compliance with internal standards.

· Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.

· Tracked progress on projects and provided timely feedback to staff members.

· Resolved customer complaints in a timely manner while ensuring customer satisfaction.

· Collaborated with other departments to coordinate workflow processes between teams.

Technician, Claims Management Inc, Wal-Mart, July 1997-February 2003 Rogers, AR

· Answered calls from Walmart Stores, Sam's Clubs, Neighborhood Markets, and the Corporate Office regarding Workers' Compensation and General Liability claims.

· Served as an Operator, answering customer calls to CMI and directing them to the appropriate Claim Adjuster.

· Ensured accurate import of required claim paperwork and documentation.

· Provided excellent customer service by addressing inquiries and resolving issues related to claims processing.

EDUCATION AND TRAINING

High School Diploma 1971

St. Charles High School, St Charles MO

Lafayette Academy 1975

Office Management/Receptionist

Vocational Technical Education at

Lewis and Clark Technical School 1976

Basic Nursing and Nursing Practices

O’Fallon Technical College 1977

Physician’s Assistant

Medical Assistant

Medicine and Surgery

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