Essence L. White
•Skilled in fast-paced environments with the ability to think quickly and handle difficult clients and situations
•Ability to adapt to new situations and learn new processes and procedures with ease
•Proficient in cash management
•Microsoft Suites Window and data entry proficient
•Task-oriented and achievement motivated
•8 months experience in Management
•4 years’ experience in Clerical
•5 years’ experience in Customer Service
Call Center Agent, TDB Communications/Maximus, April 2020 - current
•Provide Tier 2 call center support for Maximus NCUI project
•Being the first line of resolution for technical call inquiries and include answering general inquiries about a variety of services.
•Communicating with customer through a variety of communication channels.
•Basic assistance with navigation of online resources.
•Triaging issues for proper disposition
•Escalation of issues beyond the Tier 2 level to the supervisor or appropriate source
•Documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues.
Call Center Customer Service Representative, Huntington National Bank, May 2018 – August 2019
•Answer questions about account types and banking products, such as CDs, money market accounts, and loans
•Check on the status of customer accounts and track checks
•Review and explain account charges
•Assist banking customers who are victims of fraud, theft or identity theft
•Assist customers with replacing lost or stolen credit or debit cards
•Assist with address and any account changes
Patient Care Coordinator, Senderra RX, April 2017 – February 2018
•Took outgoing and incoming calls to and from patients demonstrating excellent quality phone etiquette to customers while establishing relationships
•Scheduled specialty medication deliveries to patient's homes, doctor’s offices, hospitals, clinics, and nursing facilities
•Monitored progress of patient’s therapies to ensure adherence, satisfaction, and improvement in disease or condition
•Collected insurance, copay card, personal and financial information needed to process prescriptions, complete Prior Authorizations, and apply for financial assistance
•Collected and processed debit, credit, and check by phone transactions for medication copays