PROFILE

Striving to work in an environment of world-class enterprise leaders and an engaged, highly motivated, and capable workforce with a results-oriented performance culture. EDUCATION-TRAINING-CERTIFICATIONS

Colorado Technical University, Associate of Science: Business Administration, Aurora, CO, 09/2020 Related Coursework: Marketing, Management of Human Resources, Interpersonal Communication, Professional Communications, Management Fundamentals, Career Planning and Management SKILLS HIGHLIGHTS

Policies and Procedures

Performance Management

Process Improvement

Date Entry/Typing

Employee Relations

Program Implementation

Human Resources Skills

Microsoft Suite

Leadership/Results-oriented

Advanced Microsoft Office

Effective Oral Communication

Office Management

Business Operations

Written Communication

Resourceful Skills

Corrective Action Reports

Performance Optimization

Profitability Improvement

Business Management

Personnel Confidentiality

Data Management/Analysis

Interpersonal Communication

Clerical Filing & Organization

Record Maintenance

Financial Data

Listening/Critical Thinking

Business Administration

Training/Coaching

Office Procedures

Customer Service

QUALIFICATIONS

• Handle complex program and resource inquiries and apply critical thinking skills in resolving concerns.

• Interpret and analyze client data, identify patterns and draws logical conclusions from that data: effectively problem solves discrepancies in case related system issues to assure accurate program actions.

• Extensive knowledge working with Microsoft Office, Outlook, Excel, and PowerPoint.

• Perform data entry in computer software and databases; operate office equipment efficiently.

• Ensure proper cleaning of equipment and work area. WORK EXPERIENCE

Conduent, Online, 09/2019-Present

CUSTOMER SERVICE REPRESENTATIVE

• Executes routine inbound and outbound call center activities concerning the business products/services, using a standard script and established guidelines and under supervision, in order to meet SLAs.

• Ascertains nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution.

• Provides customer with appropriate standard information requested.

• Derives all necessary information from customer to update database.

• Understands when to seek help and/or escalate to a more senior role.

• Responds to telephone inquiries and complaints using standard scripts and procedures.

• Gathers information, researches/resolves inquiries and logs customer calls.

• Communicates appropriate options for resolution in a timely manner.

• Informs customers about services available and assesses customer needs.

• Prepares standard reports to track workload, response time and quality of input. Highmark Blue Cross Shield, Palestine, TX, 02/2019-11/2019 CUSTOMER SERVICE REPRESENTATIVE

• Address and resolve customer questions pertaining to claims, plan eligibility and billing issues, premium payments and account reinstatements

CORRENDA HARVEY

Columbus, GA 31903 229-***-**** adhs85@r.postjobfree.com

• Consultatively interpret and explain plan benefits and policies to members and providers

• Close sales by following up on leads, building customer relationships and showcasing plan specific benefits.

• Apply customer engagement philosophies and personality-based resolution techniques to all sales and service interactions.

• Develop leads, schedule appointments, identify customer needs, and market appropriate products and services.

• Perform administrative tasks such as maintaining records and handling policy renewals. Work Force Solutions, Palestine, TX, 01/2017-01/2019 LEASING OFFICE ADMINISTRTION ASSISTANT

• Responds to all sales leads including eLeads and referrals.

• Promotes the community based on the prospect’s needs through active listening and by providing information to the prospective resident about the property’s availability, pricing, location and amenities.

• Knowledge of the surrounding neighborhood, sister properties and local competition. Invites the client to tour the property. Cross-sells at sister properties if the community is not a fit for the prospect’s needs.

• Employs effective selling techniques to close the sale and utilizes the appropriate marketing materials (online portal and in-office kiosk).

• Obtains necessary contact information from every prospective resident and enters lease traffic data into the online property management system.

• Maintains accurate and in-depth knowledge of all aspects of the community, particularly in areas such as rent and pricing, apartment availability, lease expirations, square footage and amenities.

• Supports the apartment community’s marketing efforts, offering input and suggestions in regards to advertising and promotions.

• Partners with Property Manager and maintenance staff to ensure community appearance meets company standards and demonstrates curb appeal.

• Effectively embodies the Company Group brand at all times.

• Walks lease path and model unit daily to ensure cleanliness and appeal.

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