Stacy Hooker

Senior Customer Service

Representative

Orange, CA 92867

adcypp@r.postjobfree.com (626)817-

1194

Enthusiastic, highly motivated and task-oriented Customer Service who is very attentive

and courteous with a professional demeanor. Strong work ethic with the ability to multi-

task and handle functions under pressure. Fast, efficient and reliable. Great

communication with ability to resolve problems in a timely manner. Great Data Entry,

Customer service and being a team player.

Authorized to work in the US for any employer

Work Experience

Customer Service

Representatives

Faneuil –Irvine, CA

October 2018 to Present

• Call Center

• Take payments for Tolls

• Explained Toll Violation notices

• Offered options ( i.e. reductions, new accounts, payment plans) to cure outstanding

Tolls

• Suggested accounts that fit their Toll and or FastTrak usage to avoid future violations

• Perform data entry.

• Other duties as assigned

Operations Clerk

Randstad/Xpress Global Systems - Anaheim, CA

October 2018 to October 2018

• Provide administrative support to Service Center Operations. Perform clerical functions

includinganswering phones,

• making copies, data entry and general correspondence.

• Respond to external and internal customer questions and requests. Interface with

customers viatelephone, e-mail and in person.

• Interface with customers regarding routes, deliveries and pick-ups. May schedule

driverappointments and assist in driver route assignments. May dispatch drivers as

needed.

• Assist will-call customers in picking up freight.

• Assist in ensuring compliance with OSHA, Department of Transportation, and Federal and

Stateregulations.

• Perform data entry and prepare standard reports.

• May assist in loading or unloading freight.

• Other duties as assigned

• WMS experience pr

• AS400 experience

• Dispatching experience

Customer Service

Select Staffing/Ikea - Costa Mesa, CA

July 2018 to September 2018

Taking inbound calls from consumers Handling and researching issues over the phone

Utilizing the computer to verify and document information • Enter information into

a provided Excel Sheet

• Search for data

• Compare Data

• .Communicate via e-mail including attaching files when tasks are completed with clarity

on issuesthat arose

• Any other duties that arise related to the encounter data process Must have

qualifications/experience: • Computer Literacy

• Previous office setting experience

• .Basic research skills

Customer Service

Apex Systems, Inc./United Healthcare - Cypress,

CA 2017 to January 2018

Taking inbound calls from consumers Handling and researching issues over the phone

Utilizing the computer to verify and document information • Enter information into

a provided Excel Sheet

• Search for data

• Compare Data

• .Communicate via e-mail including attaching files when tasks are completed with clarity

on issuesthat arose

• Any other duties that arise related to the encounter data process Must have

qualifications/experience: • Computer Literacy

• Previous office setting experience

• .Basic research skills

Data Entry

Volt Services/Monarch Healthcare - Irvine, CA

September 2016 to October 2016

• Enter information into a provided Excel Sheet

• Search for data

• Compare Data

• .Communicate via e-mail including attaching files when tasks are completed with clarity

on issuesthat arose

• Any other duties that arise related to the encounter data process Must have

qualifications/experience: • Computer Literacy

• • Previous office setting experience

• .Basic research skills

• Intermediate Excel skills with a preference for the Office suite

• Clear written and verbal communication skills performing a wide variety of

administrative supportduties in a manner which will ensure the proper functioning of the

business unit and enhance the productivity and effectiveness of the department.

• Works under the specific instruction and direction of one or more higher level staff and

will providesupport to an ongoing project. Incumbents are regularly responsible for

dealing professionally with confidential information while performing several aspects of

assigned work.

• Specific tasks may be researching data, maintaining files, producing correspondence,

spreadsheetsand other related duties as they arise. Works under general supervision.

Clinical Admin. Coordinator

Apex Systems, Inc./United Healthcare - Cypress,

CA

August 2015 to February 2016

• Reviewed requests for adverse determination(s) and approval notifications.

• Determined appropriate letter templates to be generated

• Created letters in appropriate letter generation system or manual letter template

• Reviewed denial language rationale and notify Medical Director if language needs to be

corrected

• Audit letters prior to letter being mailed/faxed to the member/provider

• Communicated with Medical Directors, Clinical Services staff, and management

• Met productivity standards

Senior Customer Service

Representative

United Health Group - Garden Grove, CA

November 2014 to July 2015

Call Center: Answered an average of 100+ inbound calls from members and providers a day

regarding benefits and eligibility status

• Resolved escalated calls from members about benefits and EOB's (Explanation of Benefits)

• Assisted members on their claims and benefit inquiries

Alarm Monitoring Specialist

Stanley Security Solutions - Santa Ana, CA

November 2012 to February 2014

• Responded promptly and appropriately to alarm conditions at customer location

• Notified authorities appropriate to the alarm situation (i.e., fire, intrusion, etc.)

• Provided all information essential for emergency response.

• Notifies the customer (and designated call list) of the alarm when it is appropriate to

do so.

• Followed up with authorities to ensure alarm situation has returned to normal and took

appropriateaction on trouble signals.

• Ensured effective monitoring of customer opening and closing status; coordinates

corrective actionwhen required.

• Documents all alarms and malfunctions, making sure to include the cause of each,

forwardsinformation to appropriate personnel for action and resolution

Data Entry Clerk

Kaiser Permanente - Los Angeles, CA

October 2012 to November 2012

Data Entry: updated employees' records in the database with Flu vaccine information,

medical records and filing

Medical Review Clerk

Kaiser Permanente - Burbank, CA

February 2011 to May 2011

Data Entry; Entered applications for potential new Kaiser members, Utilized WMS, HESTIA

and KPAOL (web based programs)

Well's Fargo - Rancho Cucamonga, CA

May 2010 to July 2010

Call Center: made outbound calls approximately 40-60 calls placed per operator a day

depending on length of calls. Contacted residents regarding their delinquent home

loan/mortgage payment. Gathered information from borrowers to see if they pre-

qualified for programs, repayment plans, loan modifications or offer other options to

cure delinquent statuses

Dispatcher

National Retail Transportation - Compton, CA

November 2006 to February 2009

• Input inbound/outbound trucks, tractors and containers into computer

• Answered telephones, tracked trailers, containers, and tractors in the yards

• Responsible for influencing positive employee morale and quality customer service.

• Took client calls and communicates issues with drivers and Operations Supervisor or

DivisionManager as appropriate.

• Monitored warehouse and yard activities via CCTV Customer

Svc/Sales Rep

Star Wood Hotel and Resorts - Lancaster, CA

October 2005 to September 2006

• Call center; Answered an average of 80-100, booked, modified, and cancelled hotel

reservations

• Enrolled guests in the Starwood Program which enabled them to earn points towards free

stays

Dispatcher

Securitas Security Services - Emeryville, CA

November 2004 to August 2005

• Monitored CCTV to ensure the safety of employees, guards and property

• Handled emergency and non-emergency requests from employees and other guards as needed

• Maintained logs for phone calls, guards lunch/breaks.

• Monitored alarm systems.

Dispatcher

PEPI Security - Alhambra, CA

October 2002 to February 2004

Education

GED

Pomona Adult School - Pomona, CA

June 2012

Skills

CUSTOMER SERVICE (10+ years), DATA ENTRY (Less than 1 year), EXCEL (5 years), WMS

(Less than 1 year), BENEFITS (5 years), Call Center (9 years), Customer Care (10+

years), CSR (10+ years),

Customer Support (7 years)

Assessments

Customer Service Skills —

Proficient

October 2018

Measures a candidate's skill in evaluating approaches to customer service &

satisfaction.

Full results: https://share.indeedassessments.com/share_assignment/c7hhmg2lelsbwzxi

Indeed Assessments provides skills tests that are not indicative of a license or

certification, or continued development in any professional field.

Additional Information

Skills

• • Customer Service Call Center

• • Reliable, professional, and team player

• • Data Entry and Explanation of Benefits

• • Knowledge of State and Federal Regulations pertaining to letter notification,

turnaround time, andlicensure

• MS Word, Excel, Outlook, AS400, HESTIA and WMS

Contact this candidate