Customer Service Case Manager
Resume:
Yvonne Thompson
Anchorage, AK
SUMMARY:
Extensive years of progressive customer service experience with over six (6) years as a member of corporate leadership teams.
Excellent communicator with the ability to establish rapport and credibility with diverse groups.
Familiar with supporting clients in the navigation and usage of the online BillPay systems and also with the enrollment process, navigating the company intranet and resolving benefits issues.
A visionary with the ability to catalyze profitable and orderly workforce change.
oAccount/ Asset Management
oQuality Improvement/Control
oHighly Effective Motivator
oStrategic Planning
oProblem Solving/Analysis
oEnergetic Self Starter
SKILLS:
QuickBooks, Peachtree
Microsoft Office (Word/Excel/Access/PowerPoint)
10- Key by Touch 12,000 KPM
Training and Management
English Fluency (Oral and Written)
Internet Research
Type 45 WPM
PROFESSIONAL EXPERIENCE:
Seeking employment Oct 2023 to Present
Aramark Refreshments - Phoenix, AZ Feb 2023 to Sep 2023
Payments Coordinator
Facilitated in the processing of outgoing and incoming payments to corporations to assist in the generation of revenue and stability.
Processed payments to outside vendors and insured the vendors were provided with the necessary documents to make payments.
Assisted our customer in arranging payments into our company by using CC, ACH and Third-party portal billing.
Documented, updated and maintained accurate current accurate records.
CRUISE - Scottsdale, AZ Feb 2022 to Sep 2022
Customer Success Advisor
Aided customers and co-workers to improve and develop the overall customer experience.
Assisted Operations with completing the Pre-deployment necessary to launch the daily operation of vehicles.
Documented issues that surfaced with the AV to assist with routing and behavioral corrections.
Spoke with and assisted customers in remaining calm and relaxed when the AV did not perform as designed.
Bank Of America - Phoenix, AZ Sep 2021 to Jan 2022
CSR
Assisted participants with the understanding and use of the Health Savings Accounts. The creation, funding, and claims process.
Verified participants and assisted with facilitating payment to providers for qualified medical expenses.
Validated necessary receipts for required information.
Assisted with the yearly contribution limits and overages due to excessive contributions.
State of Arizona- Phoenix, AZ Feb 2021 to Feb 2022
CSR
Arizona residents in scheduling appointments for the Covid-19 vaccinations and processed the Unemployment backlog for the state of Arizona.
Identified conveniently located State sponsored vaccination locations for clients wishing to receive vaccinations.
Processed unemployment applications for backlogged UI customers using Federal and State emergency funding.
Fiserv- Phoenix, AZ June 2020 to Dec 2020
CSR
Supported clients in the navigation and usage of the online BillPay systems.
Corrected and modified user errors to complete transactions.
Initiated and researched claims of fraud and disputes.
Processed credits and debits to the account that was off balance due to the results of the investigation.
Promoted and aided clients that never utilized their BillPay accounts.
Negotiated on behalf of clients with a merchant to have fees reduced or waived.
Willis Towers Watson- Phoenix, AZ June 2019 to Nov 2019
Benefits Enrollment CSR
Assisted customers with the enrollment process, navigating the company intranet and resolving benefits issues.
Gathered information from employees and assisted them in selecting benefits that aligned with their needs as well as financial budgets.
Documented and enrolled employees into health plans. Resolved issues and concerns in a timely and professional manner.
Geodis- Phoenix, AZ Nov 2016 to Nov 2017
Logistics CSR
Validated all inbound shipments into the warehouse and met DOT and safety standards.
Performed safety inspections and inventory assignments.
Documented and photographed damages to ensure no company losses, and recorded information into the in-house inventory system.
Manually counted incoming inventory for accuracy and added to on-hand stock.
Documented wrong, damaged, and inaccurate shipments to minimize loss.
Statefarm- Phoenix, AZ Sep 2013 to Aug 2014
Initial Loss Reporting Agent
Documented and processed incoming calls from individuals that were either involved in an automobile accident or experienced a loss to an automobile insured by Statefarm.
First and foremost, insured that the caller was not injured and was in a safe location to discuss the loss.
Coordinated accident scene tows, rental vehicles, and a repair facility so that the damaged vehicle could be restored to prior loss condition as soon as possible.
Provided feedback to management and upper management when there was a breakdown in a process to insure future seamless process flow.
Perceptis- Phoenix, AZ Feb 2012 to Sep 2013
ESC Consultant
Accurately and professionally answered questions for current and potential students, regarding the financial aid process and eligibility.
Educated and updated students with process changes on time to facilitate the enrollment process.
Assisted with research and preparing necessary paperwork for financial aid approval.
Directed clients about the financial aid process, the mandatory time frames, and items necessary to complete the process.
Educated the students on the disbursement process and dates, and the requirements to remain in good standing.
Maintained accurate records and communication in compliance with FERPA requirements.
Compass Bank- Tempe, AZ 2006 to 2007
Customer Service Coordinator
Successfully managed a group of twenty-five plus (25+) agents in providing excellent service to clients.
Performed and monitored monthly performance reviews and motivated agents to meet required goals.
Successfully managed the #1 Team of 25+ agents providing superb customer service to clients.
Monitored and distributed call volume to achieve service levels.
Created spreadsheets; composed correspondence; managed databases; created presentations, reports, and documents using desktop publishing software; operated office equipment; fax machine; scanners, photocopiers, and phone systems.
EDUCATION:
High School Diploma-Maricopa County School Phoenix, AZ
Aims College-Network Design and Engineering Greeley, CO
Maricopa County Skill Center-Accounting Clerk Phoenix, AZ
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