Support Representative Customer Service

Pamoja A. Foster

346-***-**** / ******.******@*****.*** / https://www.linkedin.com/in/pamoja-duncan-8ab67975

Goal-Oriented Quality Specialist with over Twenty Years of

Customer Service Experience

Skills

Customer Service

Quality Assurance (calls)

Team Leadership

Trainer

Community Outreach

Billing (Warehouse)

Typing (30 words per minute)

Data Entry (5000 keystroke per minute)

Technical Product Support

Sorting mail (inbound and outbound)

Filing (alpha and numeric)

Multi-line switchboard (200 phone lines)

Greet clients/ visitors

Newsletter Editor

Critical Thinking

Decisive Judgement

Verify insurance

Update Employee Data

Payroll Issues

Enroll in Benefits

Computer Software and Systems

Customer Relations Management

(novice)

Amisys (novice)

Application System/400 (novice)

Microsoft Office Suites (Novice)

Discovery (novice)

SharePoint

Service Now

Work Experience

Ascension HR Shared Services Specialist Indianapolis, IN (September 2019 – Current)

Contributes to the HR central team, displaying a strong ability to problem solve and quickly complete a variety of associate lifecycle data management transactions.

oServes as an initial point of contact for HR related inquiries (i.e. employee changes, benefits, compensation, payroll, polices & procedures).

oHandles inbound calls, cases, and on-line web chats to identify the associate s need, processes necessary transactions, and escalates issues as required. Initiates outbound calls/contact for issue resolution and follow-up.

oAdheres to all service level agreements (SLAs) established by HR Shared Services and appropriately documents case details and relevant information in the case management system.

oServes as primary support for associates and managers with Employee Self Service (ESS) and Manager Self Service (MSS) transactions.

oCollaborates with other cross-functional team members to resolve employee issues in a thorough and timely manner.

oParticipates in data review, auditing and user acceptance testing of new processes, procedures and system changes as needed

Centene Corporation Quality Specialist I Indianapolis, IN (July 2015 to April 2018)

Perform quality check of calls received for new call centers and existing plans

Identify and monitor trends and quality risks

Deliver quality performance feedback to call agents and management

Actively participate in quality calibration sessions with quality team members and call center

management

Assist with identifying and providing training in response to trends and patterns identified that is

below 93%

Assist with developing policies, procedures, and performance standards for call center

Implement a reward system for my CSRs that achieve twelve 100% on metrics in a month

Centene Corporation Member Services Representative (February 2011 to July 2015)

Maintain 93 -100% quality score on each call handled

Provide telephonic and / or written correspondence

Assist members with plan benefits

Document members’ issues and resolution

Utilize current reference materials to assist and resolve any member inquiries

WebMD Health Services Member Support Representative (July 2008 – November 2014)

Provide excellent customer (member support) service and strive for one contact resolution.

Handle incoming and assigned email requests/tickets along with special projects when assigned.

Assist participants with registration, log in issues and general account profile settings/changes.

Accurate use of CRM tool – grabbing, casing, documenting & responding to inquiries in a manner

that is efficient, accurate, and pleasant to the member.

Strive for productivity and quality ratings of 85% or higher.

Awards and Seminars

The Pulse of MHS Award

MHS Employee of the Month

MHS Customer Appreciation

Customer Applause (Norcross),

Perfect Attendance (Norcross)

Powerful Communication Seminar,

Knock Your Socks off Customer Service

Seminar

Business Writing Seminar

Organizations

Center for Leadership Development (Alumni)

Zeta Phi Beta Little Sister Sorority

Engineering Youth Programs (sponsored by Ameritech, Allison Transmission and Eli Lilly)

Volunteer

Community Outreach for Centene Corporations (MHS): Indiana State Fair (2011) Indiana Black Expo (2012), Burmese Open House (2012)

Community Outreach for Centene Corporations (MHS): Influenza Prevention (2011 /2012 / 2013/ 2014/ 2015/ 2016)

Big Sisters of Indianapolis

Education & Certifications

Ivy Tech Community College / Indianapolis, IN / Certificate: Phlebotomy

Adult & Pediatric First Aid / CPR / AED - Certificate # 0012DG8 / Expiration: 4/3/2023 (Red Cross)

Bloodborne Pathogens Training Certification (Indiana University) – Completed on 4/1/2021

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