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Service Representative Customer

Location:
Montgomery, AL
Salary:
$16.50
Posted:
April 27, 2021

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Resume:

SeQuita McDonald

*** ****** ** *** * Montgomery, AL 36117

adlzwj@r.postjobfree.com

334-***-****

PROFESSIONAL PROFILE

• Superb communication skills

• Exceptional problem solver with strong sales analysis and reporting skill.

• History of attention to detail and thoroughness beyond expectations.

• Self- motivated, dependable, quick learner who enjoys working in a challenging multi-tasking environment, and committed to a job well done.

SKILLS AND ABILITIES

Customer Service Database Management Office Management Screen calls Email Internet Data analysis Accounts receivable Accounts Payable Training Microsoft Word Time Management

PROFESSIONAL EXPERIENCE

DXC Technology- Medicaid Contract, Montgomery, Alabama Insurance/Healthcare Representative Team Leader III (2017-Present)

• Monitor team attendance, adherence to schedules, operational processes and quality goals of the center

• Assist team members with escalated calls and issues. Commit to timely and accurate follow up on all issues.

• Coach, motivate, develop, and train employees.

• Monitor employee performance using center quality guidelines and performance factors.

• Identify exceptional performance by team members and assist supervisors with recognizing their contributions.

• Create, maintain, and evaluate call statistics and other center reports.

• Attend and contribute to center meetings. Actively participate in account initiatives.

• Delegate duties to the team and monitor progress.

• Maintain confidentiality as dictated by the HPE Code of Conduct, HIPAA Guidelines and center policies.

• Proactively acquire and disseminate information to the team.

• Listen actively and effectively.

• Set an example in areas such as attendance, performance, professionalism and attitude.

• At times, it may be necessary to work hours not within the normal 8 to 5 schedule.

• Maintain objectivity at all times.

• Work closely with supervisor to maintain a cohesive unit. SEQUITA MCDONALD PAGE 2

HEWLETT PACKARD ENTERPRISES – HPE- Medicaid Contract, Montgomery, Alabama Insurance/Healthcare Representative III Team Leader (2016-2017)

• Monitor team attendance, adherence to schedules, operational processes and quality goals of the center

• Assist team members with escalated calls and issues. Commit to timely and accurate follow up on all issues.

• Coach, motivate, develop, and train employees.

• Monitor employee performance using center quality guidelines and performance factors.

• Identify exceptional performance by team members and assist supervisors with recognizing their contributions.

• Create, maintain, and evaluate call statistics and other center reports.

• Attend and contribute to center meetings. Actively participate in account initiatives.

• Delegate duties to the team and monitor progress.

• Maintain confidentiality as dictated by the HPE Code of Conduct, HIPAA Guidelines and center policies.

• Proactively acquire and disseminate information to the team.

• Listen actively and effectively.

• Set an example in areas such as attendance, performance, professionalism and attitude.

• At times, it may be necessary to work hours not within the normal 8 to 5 schedule.

• Maintain objectivity at all times.

• Work closely with supervisor to maintain a cohesive unit. HEWLETT PACKARD ENTERPRISES – HPE- Medicaid Contract, Montgomery, Alabama Insurance/Healthcare Representative II (2011 – 2016)

• Proficient in navigating and executing Interchange and AMAES system

• Knowledge of billing, HIPAA guidelines, eligibility and policy requirements in the Alabama Medicaid program

• Communicate data to Alabama Medicaid recipients and team leaders

• Research recipient eligibility and provider availability for recipients.

• Assist with training newly hired employees for the Recipient Call Center

• Knowledge of Medicare and AllKids

• Assist with managing office in the event of Supervisor's and Team Lead's absence

• Interact to solve questions that impact recipient’s eligibility, claim payments, and demographic conflicts with providers

SEQUITA MCDONALD PAGE 3

NCO FINANCIAL, Montgomery, AL

Customer Service Representative II (2007 – 2010)

• Handled customer inquiries, billing questions, payment extensions and service requests

• Maintained high call volume and workload within deadline driven environment

• Helped company attain the highest customer service ratings earning 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.

• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

• Became the lead “go to” agent for new reps and particularly challenging calls as one of the company’s primary mentors/trainers with new and established employees. RAVE CLOTHING STORE, Montgomery, AL

Retail Customer Service Representative (2005 – 2007)

• Increased the store rating in customer service

• Responded to customers inquiries, requests and resolved issues efficiently and professionally

• Exercised strong interpersonal communications with customers and department personnel

• Accepted assignments with an open, cooperative, positive and team-oriented attitude EDUCATION

ASSOCIATE OF SCIENCE, APPLIED SCIENCE (May 2005)

Wallace Community College, Selma, AL

Bachelor Criminal Justice (May 2019)

Amridge University Montgomery, AL



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