Customer Care Agent
Resume:
SENEQUAI PEARSON
Lexington, KY *****
*************@*****.***
Willing to relocate: Anywhere
Customer Care Specialist I
Valvoline - Lexington, KY
December 2019 to Present
• Track and monitor calls utilizing proprietary software
• Provide claim assistance to all Valvoline customers and business partners through email, chat, and phone
• Investigate damage claims
• Assist Insurance companies with subrogation claims as needed
• Assist legal department in the finalization of release of liability forms
• Provide payment to repair vendors on the behalf of Valvoline
• Resolve all consumer complaints for the betterment of the company
• Collaborate with internal departments to resolve customer complaints
• Respond to customer commentary on slack and all channels of social media betterment of the company
• Provide assistance on special projects as needed for the betterment of the company Call Center Specialist
Creative Lodging Solutions - Lexington, KY
March 2016 to August 2019
• Provided exceptional customer service to clients through phone, email, and Microsoft systems/company software
• Assisted in the retention and management of priority client accounts through meeting SLAs and company goals
• Provided support to call center Quality Assurance department for 3 years
• Employee Coaching
• Employee training and development
• Assisted new hires with the transition from training to production floor
• Covered call center supervisor shifts as needed
• Assisted learning and development department as needed
• Managed operational assistant work flow and productivity
• Operational Assistant lead
• Utilized all internal resources to reserve and manage travel arrangements
• Provided support to operations, billing, and account management to resolve all client related travel and contract issues S
WORK EXPERIENCE
• Assisted with the overflow of work as needed.
• Researched and resolved all internal issues for the betterment of the company
• Resolved all client related issues with hotels while maintaining strong rapport with hotels and lodging vendors
• Responsible for completing client requests in a timely manner with high accuracy and attention to detail
• Provided assistance with the retention and management of legacy client accounts
• Provided assistance to clients in managing corporate meetings, seminars, and lodging
• Participated in projects, workgroups and events within the company. BMW Roadside Rep
Xerox - Lexington, KY
July 2015 to March 2016
(Project Eliminated by Xerox in 2016)
• Resolved emergency and non emergency roadside events
• Provided assistance to BMW technicians as needed
• Conducted on the job training for new hires
• Assisted supervisors with coaching and training as needed
• Go-to person for new hires
Radiology Assistant
Lexington Clinic - Lexington, KY
July 2014 to March 2015
Radiology patient registration
Insurance precertification
Coordination of patient referrals and scheduling Administrative support to Radiology office Radiology film organization and management
Oversaw and enhanced the release of radiology films to hospitals, Law Offices, and insurance providers General patient support
Billing Operations Intern
Creative Lodging Solutions
June 2012 to August 2012
• SAP And Great Plains invoice and payment management
• Billing data entry
• Folio organization and distribution
• Client account reconciliation and general accounting Hospital Operations Intern
Baptist Health - Lexington, KY
June 2011 to August 2011
Hospital switchboard operator
• Patient admissions and scheduling support
• Provided administrative support to dispatch center
• Provided administrative support to hospital mailroom
• Assisted hospital operations
Hospital Operations Intern
Baptist Health - Lexington, KY
June 2010 to August 2010
• Provided administrative support to Baptist Health's Lifeline medical office
• Patient admissions and scheduling support
• Baptist Health volunteer office support
• Provided administrative support to hospital mailroom,
• Patient admissions and discharge data entry
• Assisted Hospital operations
Certificate in Human Resources : Recruitment and Selection Alison Leaning - Remote
January 2018 to May 2018
High school diploma
Henry Clay High School - Lexington, KY
August 2010 to June 2014
Call Center Operations Support
Issue Resolution
Customer Service Expertise
Client Relationship Management
Employee Training
Employee Coaching
MS Office
Cisco and Avaya Phone Software knowledge
Operational Assistant Development
Administrative Support
Detail Oriented
Time Management Skills
Accounts Receivable
Account Reconciliation
Accounts Payable
Microsoft Dynamics GP
QuickBooks
Forecasting
Recruiting (3 years)
Medical Office Management
Microsoft Excel
Medical Office Experience
Microsoft Word
Operations Management
Project Coordination
Office Management
EDUCATION
SKILLS
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Medical Billing
Human Resources
Interviewing
PeopleSoft
Quality Assurance (5 years)
Administrative Support (6 years)
Management Consulting (3 years)
Payroll
Sales Fit — Proficient
October 2019
Assesses personality traits that are important for sales roles. Full results: Proficient
Office Manager — Familiar
October 2019
Scheduling and budgeting.
Full results: Familiar
Human Resources Skills: Compensation and Benefits — Familiar October 2019
Knowledge of compensation and benefits programs.
Full results: Familiar
Human Resources Skills: Recruiting — Proficient
October 2019
Managing the candidate sourcing and selection process. Full results: Proficient
Verbal Communication — Proficient
July 2020
Speaking clearly, correctly, and concisely.
Full results: Proficient
Management & Leadership Skills: Impact & Influence — Proficient July 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Proficient
Human Resources Skills: Compensation & Benefits — Familiar June 2020
Knowledge of compensation and benefits programs.
Full results: Familiar
Scheduling — Proficient
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ASSESSMENTS
July 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient
Customer Service — Highly Proficient
July 2020
Identifying and resolving common customer issues.
Full results: Highly Proficient
Working with MS Word Documents — Proficient
July 2020
Knowledge of various Microsoft Word features, functions, and techniques. Full results: Proficient
Call Center Customer Service — Familiar
July 2020
Applying customer service skills in a call center setting. Full results: Familiar
Attention to Detail — Highly Proficient
July 2020
Identifying differences in materials, following instructions, and detecting details among distracting information. Full results: Highly Proficient
Customer Focus & Orientation — Highly Proficient
July 2020
Responding to customer situations with sensitivity. Full results: Highly Proficient
Administrative Support — Proficient
July 2020
Using basic scheduling and organizational skills in an office setting. Full results: Proficient
Customer Service — Highly Proficient
July 2020
Identifying and resolving common customer issues.
Full results: Highly Proficient
Attention to Detail — Highly Proficient
July 2020
Identifying differences in materials, following instructions, and detecting details among distracting information. Full results: Highly Proficient
Verbal Communication — Proficient
July 2020
Speaking clearly, correctly, and concisely.
Full results: Proficient
Administrative Support Professional Fit — Proficient August 2020
Measures the traits that are important for successful administrative support professionals. Full results: Proficient
Data Entry: Accuracy — Highly Proficient
July 2020
Entering data quickly and accurately.
Full results: Highly Proficient
Medical Billing — Familiar
August 2020
Understanding the procedures and forms used for medical billing. Full results: Familiar
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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