Roberta Short

Virginia Beach, VA *****

adf00i@r.postjobfree.com

757-***-****

Authorized to work in the US for any employer

Work Experience

Customer Service

Assessment Scorer - Virginia Beach, VA

March 2010 to August 2019

Pearson Education (Rehired for special projects annually for 3 months) - Virginia Beach, VA March 2010 to August 2019

• Perform score assessment operations with both the Reading and Writing teams for Pearson Educational Measurement, the largest provider of state and national assessment solutions

• Team duties at time required overtime and data entry for various selected educational projects (my work exceeded project deadlines)

Lead Generator

R.S. Andrews of Tidewater - Chesapeake, VA

January 2018 to July 2018

• Solicit potential customers regarding heating and cooling products and services.

• Provide information to customers to help them in their purchasing decisions for company products and services.

• Travel to retail outlet and perform independently.

• Accurately and timely process lead sheets and all other appropriate paperwork as required.

• Communicate with Sales Representative and/or General Manager daily regarding generated leads.

• Attend all training programs as required.

• Effectively communicates with potential customers utilizing superior communication skills and customer relation skills.

• Maintains table/booth with information regarding company products and services.

• Number 1 in appointment setting Jan - Apr 2018

Customer Care Representative

1 - Anthem Blue Cross Blue Shield - New York, NY

October 2016 to January 2017

120-day temp assignment) - New York, NY

October 2016 to January 2017

I respond to customer/orovider questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, claims, and authorizations for 9 - 10 states. I analyze problems and provide information and/or solutions. I operate a PC/image station to obtain and extract information, documenting data, activities and changes in the database. I thoroughly document inquiry outcomes for accurate tracking and analysis. I develop and maintain very positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled properly and in a timely manner. I research and analyze data to address operational challenges and customer service issues. I provide external and internal customers with requested information and fully document the call and its resolution. Translators were implemented upon customer

request due to language barrier.

Personal Care Aide

Senior Corps - Virginia Beach, VA

February 2016 to August 2016

I perform personal care tasks, including assistance with basic personal hygiene and grooming, feeding and ambulation, medical monitoring, and health care related tasks. Reminding/assisting client with self-administration of medications. Encourage self-help activities. Report any changes in client's health or family situation to the office.

Proper documentation of daily events. Accompany client to personal and medical appointments and errands. Meal

planning to include shopping and food preparation. Light housekeeping to include laundry and bed making.

Customer Service Representative (CSR)

Department of Defense - Naval Exchange Command - Virginia Beach, VA October 2015 to January 2016

Uniform/E-Commerce and Special Orders - Virginia Beach, VA

October 2015 to January 2016

I am responsible for providing knowledgeable courteous and professional service and assistance to the NEX

customers and stores via the telephone, e-mail, website, and other social media methods including, however; not

limited to: online orders, phone orders and special orders. I maintain proper documentation for customer orders and special orders while adhering to PII and PCI requirements. I manage difficult customer situations, respond promptly to the needs of the customer resolving issues in the most cost effective manner while maximizing customer satisfaction. Unresolved customer issues are escalated to the management team for resolution. I comprehend and interpret basic

customer information updating the customer data base with required changes in a precise accurate manner. I prepare

and send e-mail correspondence in accordance with the Standard Operating Procedures (SOP) as defined by the management team. I track orders and provide delivery status utilizing the NEX manifest system and other tracking

methods. I analyze problems and offer solutions. I provide customer assistance regarding product information as well as warranty related problems, Keep It New plans, and NEXCOM's policies and procedures as it applies to

returns, damaged products, special discounts, and price matching. I serve as a liaison between the merchants, store

personnel, distribution and accounting personnel, vendors, and other business partners as necessary. I stay abreast of product, promotional and system developments and maintaining an understanding of current NEXCOM policies

and procedures. Took credit card payments over the phone. Provided technical support when customer had difficulty

logging in or password problems. (This is a temporary position to last NLT 01-15-16) Skills Used

Primarily Word and Outlook. I drafted e-mail responses to NEX customers throughout the world. Collector III/Customer Service

NCO Financial Systems - Virginia Beach, VA

September 2013 to July 2015

Virginia Beach, VA

September 2013 to July 2015

I work closely with the Capital One and Time/Warner team to resolve accounts that are 30-90 days delinquent due to financial issues. I process credit card and check payments and set future payment arrangements. I perform payment

operations thru check by phone, debit cards, give instructions if customer is utilizing Western Union, online payments, etc. I maintain and exceed monthly quality and performance goals. I effectively establish rapport with customers

to provide prompt customer service to resolve and maintain customer accounts. Meets and exceeds quality while complying with state and federal laws while helping the customer. I accurately document and update customer records on the computer.

Training includes the following: Fair Debt Collectors Practices Act (FDCPA); Service Members Civil Relief Act (SCRA); US Patriot Act; Bank Secrecy Act (BSA); US Patriot Act; Unfair and Deceptive Acts or Practices (USDAP); ID Theft Protection Act; Gramm-Leach-Bliley Act (GLBA); Truth in Lending Act (TILA); Foreign Corrupt Practices Act (FCPA); and Right to Financial Privacy Act (RFFA). Administrative Assistant/Customer Service

Right at Home Health Care - Waldorf, MD

August 2011 to August 2013

• Interviewed potential new clients for eligibility benefit determination and assessment (in person/ phone)

• Handled incoming/outgoing calls using standard scripts and procedures

• Gathered information, research/resolve inquires and record results in company log

• Provided assistance and support to staff (work schedules, call outs, timecards)

• Informed customers about services available in a timely manner

• Prepared informational binders for new employees and clients

• Conducted marketing/sales visits to client's home for contract finalization; Maintained and managed office in administrator's absence; caregiving as assigned Enumerator/Lister/Customer Service

Census Bureau - US Department of Commerce - Virginia Beach, VA April 2009 to July 2010

• Checked to ensure that appropriate changes were made to resolve customers' problems

• Executed daily operations of door-to-door address verifications using a hand-held (HHC) computer physically locating and verifying given addresses for map updating

• Issued US D-31 Confidentiality Notices to customers

• Transmitted and received work via HHC, payroll input, and text messages to and from the office or crew leader (often tripling daily productivity quotas) Customer Service/Sales/Collections

Verizon Communications - Virginia Beach, VA

September 1996 to August 2008

• Conferred with customers by phone to receive orders for installation, turn-on, disconnects

• Checked to ensure that appropriate changes were made to resolve customer's problems

• Obtained and examined all relevant information in order to assess validity of concern. Kept records of customer

interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken (65 - 80 wpm typing)

• Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments

• Resolved customer service and billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills (organized, team player, multi-tasking)

• Ordered tests that determined the causes of product malfunctions

• Reviewed product insurance policy terms in order to determine whether a particular loss was covered by insurance

• Solicited sales of new and additional services and products

• Recipient of numerous sales achievement awards and the Verizon Stellar Service Award

• Recipient of Top FIOS Sales Award in March 2008 (contest between four states to include: Virginia, Maryland, West Virginia and Washington, DC)

• Determined charges for services requested, arranged deposits/payments/billing

• Took FIOS orders from the Verizon Door-to-Door field representatives/vendors Education

Certificate

Old Dominion University - Norfolk, VA

2013 to 2014

Certificate

Old Dominion University - Norfolk, VA

2005

Certificate

Norfolk State University - Norfolk, VA

2005

MPA in Public Administration (Major) in Public Administration Troy State University - Troy, AL

2002

MPA in Public Personnel Management (Minor)

Troy State University - Troy, MI

2000

Master's in LCSW Clinical Social Work Studies

Norfolk State University - Norfolk, VA

2000

BA in Psychology - (Major)

Saint Leo University - Saint Leo, FL

1991

BA in Management - (Minor)

Saint Leo University - Saint Leo, FL

1988 to 1990

Library Technician Certificate in Library Science

College of Southern Maryland - La Plata, MD

1988 to 1990

Skills

• Call Center (10+ years)

• Customer Care (10+ years)

• Customer Service

• Customer Support

• CSR (10+ years)

• Data Entry

• Scheduling

• Human Resources

Certifications and Licenses

PCA

February 2016 to Present

Special Education Assistant

September 2010 to Present

Contact this candidate