Technical Support Phone Agent
Resume:
Kesha Lisenby
New: ****************@*****.***
Charlotte, NC 28205
****************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Nesting Advisor Mentor MacOS+ IOS, Watch & AppleTv
Teleperformance-Charlotte, NC
October 2019 to Present
10/2019 - present Fort Lauderdale Teleperformance
Apple : Nesting Advisor Mentor MacOS+ IOS, Watch & AppleTv At home Technical Support
iPhone & I Mac Assist new agents with their nesting process preparing them to pass procedure call to advance to the production. Assist advisors with escalated calls. Also customers by troubleshooting device connections as well assist with password resets, Device activation, Devices unlock, Device pairing with 3rd party devices and or applications. Follow up with troubled accounts to make sure customer issue has been resolved. Discuss and offer support alternatives and insurance coverage for new customers. Schedule repairs and provide AppleCare+ prices as well as non insured device estimates. Wellcare Medicare Part D: Supervisor in Training Pay by Phone Agent/ Uptrained PDP Pharma Owner/ Supervisor
Kelis Commercial Conditioning, LLC-Charlotte, NC
January 2007 to Present
Recruiting technicians for varies cleaning jobs in surrounding areas Process invoices, delegate assignments, prepare proposals, prepare tax reports, budget, order supplies, dispatch emergency/after hours maintenance, schedule appointments, arrange for travel, Supplies by PO, AR/AP review invoice against PO Create Staff
Schedules
Medicare PartD Sup/Point of Contact Pay by Phone Agent/ Uptrained PDP Pharmacy Agent/UpSkilled WebChat/Production Floor SME Wellcare Healthcare Plans-Remote
October 2019 to February 2021
SUPERVISOR/POINT OF CONTACT
First face recruiter for hiring events, explaining my position on the floor and their expectations passing prospect agent to next prices. supervised the floor on days of absence of supervisors covering their shift with and without any other department supervisors present. I have also been mentoring to watch TSRA and absentee reports. Assisting nesting and new production floor agents. Earphone Assist Wellcare members with making payments and ordering materials, calculate payment ledger sending requests for corrections and or refund when applicable,explaining the processes of Annual Enrollment and Special Election period so members have accurate information on when plans are allowed to be changed.
MEDICARE PDP PHARMACY CUSTOMER assisting doctors and members with DERs and Overrides as well as any copay information mbrs Need to know about Production Floor. SME assisting newly trained agents with any questions on processes in both PBP and Pharm calls and how to handle we chat calls.0rovindg floor support to all areas. Also assisting the producer supervisor with questions on accounts effective and term dates.
PART D REINSTATEMENTS AND MEDICARE LEP ATTESTATION: assisting members with all of the above along with deciding if the members qualify for reinstatement send attestation on Medicare late enrollment penalty by completing application with a member and submitting proper forms to the LEP decision team for Medicare.
Other Trusted duties include assistance to the ACCM & CCM with client required deadlines for callbacks and CTMS on any other task given by ACCM &CCM
WFH Reservation Sales Rep Assistant Manager
ENTERPRISE HOLDINGS
April 2016 to September 2019
New hire Mentor
Assist new agents with processing of Customer with new and previous rental reservations by Scheduling pick up and drop of appointments via Net Res and Ecars Assist customers with insurance rental reservation via Ecars; Prepare customer for any charges that may be assessed for the rental such as deposit and protection coverages, cover the team when my supervisor is away, Mentor struggling agents, and assist new hires during their onboarding stage of live calls. PDP Team Lead/Senior
Highmark BLUECROSS BLUE SHIELD
December 2013 to April 2016
billing
Assist agents by floor walking and monitoring metrics. Join in on calls when call volume is heavier, Assistance 2 senior members with their prescription drug plans, and perform agent member call bags clearing the callback you by transferring agent call back to myself while they assist calls for plan members in need. I am Certified in RU65 (regulated under 65) and Senior Markets (65 and up)registered with Medicare / Medicaid Marx system. Using Recertifications Oracle PeopleSoft, Hiss, Member 360 Marx, Ebill, Ebill Production, Charge It Blue,
OTT, Highwire, Outlook, ECS & Lynx
Billing Customer Advocate/Web Navigation
Assist new agents with calls as needed. Complete agent MY WORK and Call backs which is work returned after it has been sent to an additional Que for review. System Testing when updates are done to unit applications. Assist members with web navigation, registration and recurring set up. Process Payments, reconcile invoices, request refunds, request social security withdrawals assisting mbrs with Premium Payment, decide if Special Enrollment is eligible applied before transfer, assign billing issues to dedicated ques for corrections assist mbrs in communicating with HHS /Market Place, certified in RU65 (regulated under 65) and Senior Markets (65 and up)registered with Medicare / Medicaid Marx system. Using InsinQ Oracle PeopleSoft, Hiss, Member 360 Marx, Ebill, Ebill Production, Charge It Blue, OTT, Highwire, Outlook, ECS & Lynx
Office Manager
Fleming Mortuary Transport Services, Inc
December 2009 to November 2011
Create invoices, prepare payroll, prepare schedule, make deposits, Make schedule, apply feedback and progress discipline when needed, arrange overnight travel for drivers, hotel and food expenses for overnight deceased pick-ups or delivery, schedule local/national deceased pick-up, schedule local/ national delivery to crematory run errands, create obituaries in MS Publisher, create flyers, create burial accessories brochures, devise schedule, answer phones. Office Manager/ Executive Administrator
Moore & Son Electric, Inc-Charlotte, NC
December 2005 to January 2007
Assist President and Vice President making sure that all jobs are performed at the customer's satisfaction by sending out CS forms.
Accounts Payable of all liabilities; Accounts Receivable of all profits. Arrange for travel; create budget and monthly spending limits for petty cash account, Create Staff schedules, Hire and terminate electricians when staffing needs and or disciplinary action is needed. Develop relationship between IRS, ESC, and Dept. of Revenue regarding past tax matters. Set payment arrangements on any outstanding payables.. Schedule random drug testing. Schedule meetings, arrange overnight travel, order all supplies, correspond with vendors, and reconcile bank books via QuickBooks 2006 Contractors Addition, and process payroll and time cards.
Print payroll checks, submit quarterly reporting to IRS, ESC, NC DEPT of REV, and process all AIA forms and schedule of values.
Review contracts, attend pre-bid meetings. Answer phones, check and forward all emails from main email address to appropriate receivers. Fax and prepare proposals, change orders, general office duties including but not limited to some errand running, and flower ordering. Senior Escrow Analyst
Wachovia-Charlotte, NC
December 2004 to November 2005
Analyze 25 states assigned to me for commercial escrow overages, shortages, and holds. Acknowledge overages, refund overages, collect shortages, correspond with PM's regarding exceedingly late or short customers, batch auditing, and invoice posting; When Wachovia partnered with GRO. Transferred to Gro to trained India's associates they sent to US to perform my escrow duties which had been out sourced, stayed aboard GRO until final transition was in place. Escrow department was released by GRO as job transitioned to India. Accounts Payable Administrative Assistant
Bank of America-Charlotte, NC
August 1998 to November 2004
Support 4 CRE-SVP's via answer phones, schedule meetings, arrange travel (i.e. hotels stays, rental cars, and or limo scheduling).
Order supplies, create/complete expense reports, accounts payable, run data reports, create/repair PowerPoint presentations, assist with offsite event planning, order collateral/marketing materials, submit sponsorship registrations, prepare HBE packages, prepare broker educations packages. Private Bank/Investments Lead Operations Analyst
* Enroll Financial Advisors into S7, S4, S53, S66.S63, S65, S24 courses in order to maintain up to NASD standards for FA.
Activate/Inactivate FA in BOA database. Input new hires/terminations into database using U4/U5 forms. Prepare unpaid invoices on check request submit to AP for processing. Caught over 2 million in liabilities. Closing Assistant
* Package preparation, data entry required to pre-draw. Put in escrow amounts and confirming waived/ non-waived escrows. Confirm closing dates, times, addresses, and phone numbers. Verify HUD. Address any closing issues that may arise at the time of closing. Manage closing process, change escrow information if needed. Fund Loans. Verify funds to be dispersed at time of loan closing for all parties. Press Attorneys for information needed for before closing. Senior Loan /Rate Lock Specialist
* Call back for Attorneys, AE's and insurance companies to obtain title, Hazard Insurance and ICL. Schedule Closing dates. Review loan for paper saver team to ensure all colleague reports, credit reports, and loan applications have been completed and are in file. Transfer file to Loan Officer. Approve or deny lock-rate, request additional information for specified loans, verify note holders information.
Pricing Administration
* Verify that all requests for extensions and rate quotes are available for AE/customer based on FICO and loan applied for.
Approve/Deny extensions and rate withdrawals. Advise AE of necessary changes in order to receive requested quotes. With heavy volume and 5 minute maximum turnaround time with a minimum of 20 loans verified and responded to within an hour.
Personnel Web Enablement
* Track 150,000 of BOA associates. Make sure that all managers and their associates are accounted for and have been added to correct cost center. Make sure all managers return SCRUB forms for associate head counts. Create spreadsheets and keep all information updated in access database, email, fax, and interoffice mail all managers band 1-5 with associate list to be verified. Update Corporate Web directory forms. Answer phone calls Create PPT presentations. Generate reports exporting from Access to Excel.
Education
High school diploma
Skills
• Accounts Receivable batch posting & invoice processing via specialized company databases, Accounts Payable invoice reconciliation, Vendor Relations. 100% proficiency in MS Word, Access, Excel, Publisher, & PowerPoint, 98% proficient in QuickBooks Pro 2000, Peachtree, AIA FORMS for CONSTRUCTION BILLING, MS Works. Also used but not tested on: Adobe Software, PC Access for MLS, MCS Appraisal, Home Focus, Hometech Advantage, Genesis 2000, PeopleSoft, Versa check, ADP, Corel Paper Flow7, QC Flow7 & several Medical Billing Software, Access, Lotus, Outlook, Express, Aprimo, Picture Talk, Answer up to 68 lines PBX. Certified CSR/Call Center.
• Escrow
• Loan Officer Experience
• Oracle
• Test Cases
• System Testing
• User Interface (UI)
• Data Warehouse
• Proposal Writing
• Software Troubleshooting
• Word processing
• Administrative experience
• Customer service
• Microsoft Office
• Typing
• Data entry
• Front desk
• Computer networking
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Recruiting
• Microsoft SQL Server
Assessments
Spreadsheets with Microsoft Excel — Proficient
September 2020
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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