Michele D. Mason

***** ********** ******

Lithonia, GA 30038

adn4eb@r.postjobfree.com

678-***-****(Cell)

Objective

To obtain a position which allows me to exemplify professionalism, in which I may derive problem solving techniques independently or on a team-oriented basis, while satisfying co-workers and clients alike.

Experience

Change HealthCare Atlanta, GA

Resolution Specialist Sept 2017-Present

Monitor and foster ongoing communication with government agencies regarding the status of claims. Document and update internal database daily of contact with select members of assigned applicant group and application evidence requirements

Review inbox for daily work queues. Identify missing evidence and follow through to completion

Answer incoming calls from internal and external customers

Identifies appropriate escalation points and works with direct manager to resolve issues.

Submit UB04 to appropriate party for review

Submit weekly reports in a timely fashion

FedEx TechConnect Atlanta, GA

Revenue Services Agent October 2011-Sept 2017

Answer, research and resolve customer inquiries/complaints, invoice errors via telephone, written correspondence or the CQMC system/error queue regarding service failures, billing problems, and package rating.

Research and verify essential customer record data and error queue to ensure account number assignment and customer account maintenance meets features of service and billing systems accuracy

Determine and issues appropriate adjustments through applying and denying refunds/credit to customer accounts as warranted in accordance with policy and procedure set forth by the Federal Express Corporation.

Communicate to other FedEx departments concerning problem areas and assumes ownership in the resolution of critical problems that effect customer goodwill

Use CRT to post credits/debits, update information and retrieve information in the resolution of customer complaints, ordering of supplies and to ensure accuracy of information on the customer database

Delta Dental Insurance Alpharetta, GA

Contact Center Supervisor December 2007-January 2009

Supervised 12-15 customer service representatives

Handled escalated calls from patients or dental offices

Assisted in the process of escalated claims

Monitored customer service reps daily calls

Generated daily and monthly reports

Interviewed, hired, trained and lead staff as assigned

Evaluated performance against established goals

Lead a contact center team with emphasis on motivation, quality and delivery of excellent

Administered feedback in written and verbal form on daily, weekly, monthly and annual

basis.

Maintained personnel records as appropriate.

Performed ongoing contact/call monitoring for quality assurance and approve adjustments to

queues/staffing to ensure service levels are met.

Made suggestions to manager on business process improvements based on call monitoring results

Participated in Enterprise and department projects. Identify and document impacts to department and/or team and implement solutions in an effective manner

Handled escalated service issues with individual clients or groups

Resolved complex customer service issues and ensure appropriate follow through

NCO Atlanta, GA

Department Manager (Nextel) Sept 2001- January 2007

Supervised 15 to 20 customers service representatives

Handled escalated customer calls

Monitored dialer and call campaigns

Generated monthly and daily reports

Opened and closed the office

Delivered appropriate counseling and corrective action plans up to and including termination

Achieved all performance standards by providing all coaching and developmental feedback

Assisted Human Resources in recruiting, interviewing, and verifying previous employment of suitable candidates.

Completed end-to-end program management of the two campaigns, the tracking, reporting, maintaing of program performance and any actions to attain the targets and goals.

Analyzed call trends, call volumes, attrition rates, allocations and inbound call traffic queue to determine staffing needs to meet goal and service levels.

Delta Airlines Hapeville,GA

Ticket Agent February 2000-September2001

Greeted and processed passengers at the ticket counter, gate area, baggage service area and assist in operations

Rebooked flights due to flight cancellations, delays and misconnects.

Rent A Center Smyrna,GA

Assistant Store Mngr November 1995-January 2000

Helped maintain a high level of customer service

Assisted customers in completing their rental order process

Scheduled deliveries, pickups, service calls of all merchandise

Managed expired accounts and promoted timely payments

Maintained a quality showroom

Ordered showroom merchandise for store and special orders for customers

Education

Strayer University Lithonia, GA

Master’s Degree/ Leadership and Management April 2017- October 2018

Strayer University Lithonia,GA

Bachelors Management Degree in Marketing October 2012-May 2014

Nassau Community College Uniondale,NY

Associates Degree, Fashion Buying and Merchandising May/1992

Skills

Microsoft PowerPoint,Outlook,Word,Excel,Windows and XP,WordPerfect,Nortel,ACD,Ensemble,Davox,Payment Systems,Avaya,Citrix,CMS,Cybershift and internet savvy.

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