Gloria Eugene

Customer Care Agent

Lewisville, TX

• Excellent interpersonal communication and multi-tasking skills in a structured environment.

• 7 years' successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting; staff support and supervision and planning/ implementing proactive procedures and process. General ledger, Accounts Payables and Receivables.

• Knowledge of regulations, offsets and deductions, disability duration, medical management practices and Social Security and Medicare application procedure as applicable to line of business

• 15+ years in financial services. Team Lead certified. Part time retail sales and customer service.

#readytowork

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Financial Manager

ResCare Workforce Services - Denton, TX

March 2020 to Present

Manage 89 centers and 1400 children. Process attendance, process attendance for bi-weekly payroll, approve payment;. Research discrepancies and make necessary corrections to payroll. Finance Manager

Manpower - Irving, TX

November 2016 to February 2020

• Answered customer calls via multiple queue line. Handled each call in an efficient and professional manner.

• Utilized Customer Service skills and desktop tools to quickly and accurately answer the customers' questions.

• Resolved or troubleshoot issues.

• Accepted and processed sales orders in a timely manner from all systems and entry points

• Allocated orders to the appropriate stocking location for fulfillment by matching national inventory to the ship to location on the sales order to reduce order distance and minimize freight costs.

• Stayed current with manufacturing and production schedules along with timely notification to the appropriate manufacturing personnel of customize orders. Processed deductions relating to reclamations, agreed upon exclusions, chargebacks and returns. Pulled corresponding POD's from multiple venues for verification of accuracy. Identified and reconciled any discrepancies.

• Helps customers by building rapport, responding to, and resolving inbound phone calls in a fast- paced call center environment.

• Identifying and providing services and solutions to their questions regarding coverage, eligibility, billing, and policy changes.

• Delivers expertise by identifying and analyzing customer and DR's offices needs to ensure high satisfaction.

• Provides counsel, guidance and suggestions to customers to assist in getting the medications and/ or documents needed Achieving individual goals on call quality, handle time, adherence, first call resolution, and reliability.

• Maintains and tracks accounts.

Collections Account Manager

Citi/ One Main Financial

September 2014 to July 2016

• Manage accounts that were ninety days delinquent to the point of charge off • Demonstrated compassion and sympathy in stressful situations.

• Assist borrower with payment arrangements and company approved programs.

• Establish relationships with borrowers to facilitate payments and resolution of delinquency.

• Process documentation for any adjustments made to original contracts .Operate as co-collector for branch accounts.

Phone Banker

Wells Fargo/ Manpower Staffing

March 2014 to July 2014

• Established high quality customer relationships using information resources and technical knowledge to respond to external and internal inquiries from in-bound callers.

• Assisted customers with questions and inquiries pertaining to their accounts and services offered by the bank.

Mail Extractor

JPMorgan Chase/ Adecco Staffing - Fort Worth, TX

October 2013 to January 2014

Sorted and batched checks.

Customer Services Rep

Trugreen/ Manpower Staffing

March 2013 to September 2013

• Set appointment for lawn service and appraisals throughout the U.S.

• Upselling of services to existing and new customers. Ready Reserve Baggage Control Manager

Delta Airlines

December 2010 to January 2013

• Received in-bound calls from passenger seeking assistance in locating misplaced and lost baggage.

• Offered compassion and understanding to passenger in often stressful situations.

• Interacted with other departments and airports.

• Created claims for high value passenger

• Issuance of travel vouchers. Created reservations using Sabre, processed itinerary changes, bookings and rebooking's of reservations.

• Coded claim files and responded to written correspondences pertaining to complains, grievances. Billing Specialist

Medac Inc - Augusta, GA

March 2009 to June 2010

• Calls to insurance carriers for status of claims.

• Submitted claims and verified that the claims were submitted in the correct format with the correct procedure, diagnosis codes and modifiers.

• Researched and corrected any incorrect information, resubmitted corrected claims for processing electronically and via mail with necessary documentation.

• Created appeal and grievance letters as needed for the specific agencies.

• Handled confidential and proprietary information Customer Service Agent- Inbound

SITEL

September 2007 to September 2007

- 0/2008

• Received in-bound call from Cigna Healthcare providers and medical personnel verifying eligibility and benefits of current and terminated members.

• Explained to providers and member claim processing details: such as how the claim was processed, information needed to process claims as well as procedure codes and modifiers used.

• Researched and resolved processing delays and errors and any discrepancies.

• Submitted data and information to correct department for the completion of processing of claims.

• Verification of Protected Health Information and submission of correspondence to providers as needed.

Unit Manager

Mountaintop Marketing

October 2004 to May 2007

• Managed team of 10 licensed insurance agents.

• Recruited and trained new agent in sales process and products including Medicare, Medicaid, PPO's and HMO's

• Scheduled appointments, conducted presentation in prospective clients homes and businesses and in group settings.

• Cold called on businesses and from telephone lists. Education

Bachelor's in Business management

St Francis College - Brooklyn, NY

September 1981 to May 1982

Associate in Business Administration

Taylor Business Institute - New York, NY

February 1979 to February 1981

Skills

• EXCEL (3 years)

• MICROSOFT EXCEL (3 years)

• MICROSOFT WORD (9 years)

• TEAM PLAYER (10+ years)

• WINDOWS XP (5 years)

• Call Center

• Customer Care

• Customer Service

• Customer Support

• Medicaid

• Medicare

• Insurance Verification (7 years)

• Data Entry

• Leadership Experience

• Banking

• Accounts Receivable

• Account Reconciliation

• Financial Services

• Insurance Sales

• Account Reconciliation

• Accounts Receivable

• Banking

• Financial Services

• General Ledger Reconciliation

• Insurance Sales

• SAP

• Sales

• B2B sales

• English

• Financial Report Writing

• Accounts Payable

• Accounting

• Bank Reconciliation

• Financial Analysis

• Journal Entries

• Office Management

Certifications and Licenses

Certified Team Lead

May 2017 to Present

Certification received from TWU University.

Assessments

Attention to Detail — Proficient

May 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Proficient

Filing & Organization — Highly Proficient

June 2018

Measures a candidate's ability to arrange and manage files or records using a set of rules. Full results: Highly Proficient

Scheduling — Highly Proficient

June 2018

Measures a candidate's ability to cross-reference agendas and itineraries avoid conflicts when create schedules.

Full results: Highly Proficient

Attention to Detail — Proficient

May 2020

Identifying differences in materials, following instructions, and detecting details among distracting information.

Full results: Proficient

Customer Service — Proficient

October 2020

Identifying and resolving common customer issues.

Full results: Proficient

Call Center Customer Service — Highly Proficient

October 2020

Applying customer service skills in a call center setting. Full results: Highly Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Additional Information

• Proficient computer skills.

• Excellent working knowledge Lotus, Microsoft Excel, WordPerfect, Microsoft Word, Windows XP, Microsoft Suite, SAP, Citrix.

• Ability to function independently within a multi-task environment while mastering a variety of tasks and functions.

• A team player, with proving attention to detail abilities.

• Extensive customer contact

Insurance sales and team manager.

Contact this candidate