Fawn S. Nielsen

***** ********* ****** *********, ** 84006 801-***-**** adbjo4@r.postjobfree.com

Executive Summary

Commitment / Dependability / Integrity

An office professional with over 10 years of general office/customer support experience. Experienced in data entry and working with consumers. Strong active listening skills. Good written and verbal skills. Able to represent a company with dignity and professionalism. Trustworthy and maintains the highest level of confidentiality at all times. Dedicated to maintaining and improving an employer’s reputation and building on my quality of work with continued training and uncompromising ethics. Ability to work in a team environment effectively, and where flexibility and adaptability are important.

Knowledge/ Skills/ Abilities

Microsoft Office

Strong Analytical Skills

Prevent/CIV

Records Management

Highly motivated and self- starter

Written and Oral Communication

Customer Service

Ability to listen to Customer Needs

Professional Experience

Fraud Crimes Specialists ~ Wells Fargo/Aerotek ~ 4/2018 – 9/2019

Provided the Customer with Information on their account when there were unauthorized transactions or their On Line Banking had been Disabled by correcting the issue, changing the On Line Unser name & password and providing the Verbal Password to account

Provided the Customer with Empathy when there was unauthorized transactions on their account then filed the case for them in order to get their On Line Banking back on line for them.

Customer Service Rep ~ Apria Health Care ~ 10/2016 – 01/2018

Provided the Member with information on their account and assisting them in placing orders for Medical Supplies such as Oxygen tubbing & Cannulas. Also, if the patient required an exchange of equipment such as a bed or wheel chair, made sure the order was in place for that.

Provided the Member with information on their account and assisting them with patient moves, when the patient was moving from one location to a new location and the equip had to follow them to the new location.

Received & took orders from Medical Personal when Oxygen was ordered after hours or a phototherapy unit was ordered on a STAT or 3 hour urgent Hospital Discharge & was to be delivered to the patients home

Member Services Rep ~Teleperformance/USAA Financial Services ~ 05/2016 – 08/2016

Provided Member Service to Members of USAA Financial Services. Assisting them with their Banking needs, Providing the member with their balances on their account, and by letting them know they can search their balance on line.

Assisting the member by helping to do Official Checks, Increasing Debit Card Limits, Changing Addresses, and Transferring funds from one account to the other.

Provided the Member with information on their account and assisting them in changing Pass Words or Pins No.’s when they needed to be reset.

Customer Service Rep ~ Black Turtle Services ~ 8/2015 – 3/2016

Provided Consumer with health coverage information for the Open Enrolment season, and then getting them enrolled for health coverage 2016

Provided tax information for the 2016 tax season by sending out the 1095 via mail, or assisting in down loading the information or reading the information off to them.

Providing the consumer with information if they didn’t have the tax information by letting them know if they did or did not qualify for the 1095 for their taxes

Employee Service Rep ~ Dealertrack ~4/ 2015 – 7/2015

Provided first-call resolution to dealer ships looking to reset passwords and IP Address when locked out of Computer System

Addressed the customer needs and concerns by trouble shooting the issue, offering the most appropriate service to address their concerns by using the “Go To Meeting” application and seeing how the customer logging in and applying the best resolution to fix the issue

employee services rep ~ account data processing ~ 9/2014-3/2015

Strong client relationship and interpersonal skills, ability to learn and apply basic concepts in new situations, ability to multi-task, set priorities, and follow up in a timely manner

Completed open enrolment’s for employees, by assisting the customer, using customer service skills and coordinating benefits for clients in Compass, and Ace. Resetting employee passwords, answering any questions and concerns related to enrolment

Addressed Customer concerns by searching the Help Tool in Authoria for specific answers to questions such to Medical, Vision or Dental coverage

Account Data Processor (ADP) ~ Extend health~ 9/2013 – 2/2014

Completed applications for Retirees using customer service skills for Supplemental Insurance coming from employer coverage to single coverage for medical, prescription drug plans, vision, and dental insurance

Reviewed and understood insurance benefits applicable to insured

Worked overtime when needed, with an average of up to 12-15 hours per week during a 40 hour work week; never missed a day of work during the open enrollment period of time (Temporary assignment through open enrollment)

Customer CARE SPECIALIST ~ Convergys, Bank of America ~ 11/2011 -2/2012

Provided first-call resolution to an average of 15 customers daily by listening attentively and demonstrating empathy to the customer

Addressed customer needs by trouble shooting the issue, offering the most appropriate service to address their concerns, directing them to the appropriate parties, and making sure customer issues were resolved immediately

Customer CARE SPECIALIST ~ C3, Customer Contact Channels, Inc ~ 2/2010 -10/2011

Assisted customers by coordinating with the health plans to verify provider coverage, provider rates, claims and other insurance related questions

Maintained an average customer wait time of less than 3 minutes when having the customer on hold while doing research on specific details for the customer

Education & Certificates & Skills

Computer Proficient: Microsoft Office, MS Word, MS Excel and MS Outlook.

A.A.S ~ Associate of Applied science ~ Office MANAGEMENT ~Salt Lake Community College

A.A.S ~ Associate of Applied science ~ Information PROCESS ~ Salt Lake Community College

Data Management ~ Certified Careers Institute

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