Customer Service Representative

Stephanie S Young

**** **** **** **. ***. C***, Lawrence KS 66047

Cell Phone: 601-***-**** Email: ***************@*******.***

SUMMARY OF QUALIFICATIONS

Highly creative and motivated manager with proven sales and service experience; Great communication ability and interpersonal skills; Skilled leader with exceptional organizational skills and the ability to perform under pressure; Experienced in Microsoft Office Tools, including word, Excel and PowerPoint Serve Safe certified.

PROFESSIONAL EXPERIENCES BY MONTH/YEAR:

• All Cumulative Management & Supervision Experience = 315 months/26.25 years

• Cumulative Work-Related Training Experience = 315 months/26.25 years

• CCO Marketplace CSR = 32 months/2.67 years

EDUCATION

Bachelor of Arts in Psychology

Tougaloo College Tougaloo, Mississippi June 1996

High School Diploma

Provine High School Jackson, Misissippi Jun. 1992

WORK EXPERIENCE

Internal Support Group, Marketplace

Maximus Federal, Inc. Lawrence, KS Jun. 2021 –Present

Assist CSRs with locating appropriate information and scripting to resolve their callers inquiry

Manage and take supervisor level calls assisting callers with their questions and concerns

Provide CSRs and Consumers with up to date and accurate information and guidance in resolving their questions.

Advanced Resolution Center, Marketplace

Maximus Federal, Inc. Lawrence, KS Aug. 2020 –Jun. 2021

Research cases and process information on deseased consumers for the Federally Facilitated Marketplace.

Resolve unscripted issues and respond to feedback submitted to CMS.

Submit media information requests, account removal requests, and report PHI/PII issues to CMS

Customer Service Representative, Marketplace

Maximus Federal, Inc. Lawrence, KS Nov.2019 –Aug.2020

Maintained HIPPA and CMS privacy standards while assisting Marketplace consumers with basic inquires on application, benefits, and complaints.

Met or exceeded company expectations for quality and customer service standards

Promptly answered phone calls to direct and assist consumers with registering for health benefits, make adjustments to their current plans, and helping them maneuver through government provided website Healthcare.gov.

Store Manager

Dollar Tree Flowood, MS Jul.2015 –Sept.2019

Responsible for hiring and firing accountable employees, scheduling adequate staff for all shifts and positions

Assessed and accommodated the store with efficient inventory weekly, systematizing the intake and displaying of products,

Kept an accurate count of money and merchandise,

Directed customers to specific items in the store,

Maintained courteous and friendly services to customers.

Co-Manager

Wendy’s Flowood, MS Oct.1993 –Mar.2015

Assisted store manager with store operations,

Managed team of 30 associates, assisting in the hiring and training process

Conducted daily and weekly audits on items by adhering to all Serve Safe guidelines.

Assisted and led store to achieve weekly, monthly and yearly sales along with payroll goals,

Responsible for scheduling and training associates on providing excellent customer service with customers on a continuous bases.

SKILLS

Over 27 years customer service experience

Experience with Microsoft tools, including Microsoft Word, Excel, and Powerpoint

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