Medical Transcriptionist Customer Service, HR Benefit Specialist
Resume:
KELLY FERGUSON WILLS
**** ****** **** ***** *********, GA 30236
************@*****.***
GA WORK-Ready CERTIFICATION
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
HR Benefits Specialist
Sitel Corporation - Fort Lauderdale, FL
September 2020 to MAY 2021
Answer incoming calls, enroll customers in elections. Discuss elections, Entered Data in Systems, Indicative DATA changes and updates, dealt with retirees and processing benefits inquiries, updated profiles, security password Re-entrees, assisted with resetting passwords, completing IRA transfers, submit reimbursement claims, provided stellar quality customer service for high ranking reputational companies
Home Warranty Authorization Associate/Technical Support Representative/Collector Erc solutions - Waycross, GA
May 2016 to September 2019
Interviewed vendors to obtain an accurate understanding of the type, cause and nature of a failure and whether or not it qualifies for coverage per the terms of the warranty contract. I also authorized and denied warranty claims based on the claim adjudication process. Essential Duties and Responsibilities include the following. Other duties may be assigned. Makes authorization decisions on home warranty claims based on contract terms and conditions. Responsible for gathering and recording accurate information regarding warranty service requests including higher severity claims such as heating and air conditioning claims. Responsible for additional phone skill-set including new claims, telecom-appsrenewals, customer service, coverage questions, vendor enrollment and outside sales representative calls. Enter information from contract holders and vendors with regard to the type, cause and nature of a reported system failure. Ensure all necessary information is collected in order to accurately determine warranty coverage per the contractual terms. Communicate approved and denied claim adjustments to our contract holders and the associated vendors. Assist the contract holder in understanding the coverage determination, the contract holder's options with regard to instructing a technician on how to proceed and if needed, the collection of their claim cost reimbursement. Determine if a contract holder's demand for further review of a refused claim adjustment should be escalated to a Service Support Specialist or Service Merchandiser /Traveling Merchandiser
Lawrence Merchandising Services - Plymouth, MN
June 2016 to May 2018
KFW
WORK EXPERIENCE
As a Part time Merchandiser, I helped ensure client satisfaction by: Signing up to be a contact for us when merchandising services are available in retailers near your home. Check in daily to opt-in on projects as they come available in your area. The amount of projects available depends on your location. Some locations have continuous weekly projects, others will vary. Serviced local retail stores by completing projects in a timely manner, and always delivering quality. Project tasks varied, but could include stocking, implementing plan-o-grams, visual merchandising, resets, product cut-ins, audits, and developing strong relationships with store personnel. Merchandising and/or retail experience Ability to stand with varied movement for up to 5 hours at a time, ability to regularly lift up to 5 pounds (and up to 20 pounds on rare occasions), fine motor control (hand movements), speech, hearing, sight, ability to read documents with small font sizes, manual dexterity with or without reasonable accommodation Accessed the internet, printer, and camera phone (digital camera acceptable). Accessed a PC or Mac that runs Internet Explorer 11 or later, Mozilla Firefox or Google Chrome. Accessed Adobe Acrobat Reader f(or ability to download). Preferred: Some projects required access to a smartphone or tablet to participate in the services.
CSR/Technical Support Rep/Data entry/Sales-Incentive Rebuttal Team Associate - Customer Service Representative
Sitel Work @Home Solutions - Nashville, TN
November 2015 to February 2017
Duties Included: Took inbound calls and on some days completed follow up outbound calls to members. Inbound calls consisted or involved billing inquiries, account updates, installation scheduling and product and services trouble shooting, involving clients from various industries. Also completed enrollment elections, educated customers on benefits, updated customers' accounts and insurance coverage, educated customers on benefit enrollment deadline dates and any supporting news related info concerning benefits and packages created cases and follow-up task as needed per call and correctly wrapped customers calls and updated accounts
Receptionist/Administrative Assistant
Bway Corporation - Homerville, GA
January 2014 to March 2016
Duties Included: Entering alphabetic, numeric, or symbolic data from source documents into computer, using data entry device, such as keyboard or optical scanner, and following format displayed on screen of production for customers. Comparing data entered with source documents, or re-entering data in verification format on screen to detect errors and deleting incorrectly entered data, and re-entering the correct data. Compiling, sorting, and verifying accuracy of data to be entered. Faxing, scanning, emailing, and filing important documents and filled/unfilled orders accurately. Checking over bill of ladings and filing correctly. Keeping records of work completed, as well as checking over input orders and current years in alphabetic order filing cabinets. Greet and Escort important visitors from big companies throughout plant facility to correct location, Answered Telephones, Paged plant facility workers and known visitors. Transferred and directed calls throughout plant facility. Assisted customer service representatives throughout daily task as needed, which included faxing, copying, scanning, and taking messages from customers for cans, lids, ammunition, pail orders or quality issues. Customer Service Representative
Convergys Corporation - Valdosta, GA
July 2013 to August 2015
Duties: Receiving Inbound Customer Support Calls and Resolving customer's issues and problems, Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures. Listened attentively to customer needs and concerns; demonstrated empathy. Confirmed customers understanding of the solution and provided additional customer education as needed. Prepared complete and accurate work and update customer accounts, conducted service requests, Scheduled and Confirmed Appointments Reservations, Calmed angry callers, repaired trust, located resources for problem resolutions and designed best-option solutions, Pitched sales incentives, Collected payments with credit or debit cards, adjusted accounts, offered resolutions for customer satisfaction. Completed annual or monthly sales goals Customer Service Representative-Elead CRM Leading Automotive Group Valdosta, Ga
High school diploma -Diploma
Valdosta High School - Valdosta, GA
August 2001 to Present
Associate in medical billing and
coding/Medical Transcriptionist
Wiregrass Technical College - Valdosta, GA
May 2009 to October 2010
• Building rapport, active listener, ability to clarify and manage conversational flow,
• Ability to manage upset customers, restore and rebuild relationships,
• Ability to resolve conflicts and challenging situations and deliver outstanding customer service, ability to exceed expectations and build long-term loyalty,
• Ability to work in teams and in a self-directed environments,
• 15 yrs experience in Microsoft programs such as word, excell, powerpoint, access, loctus 123, with the abiltity to type 45 wpm, proficient in multi-phone line transfers,
• handling switchboards, warm and cold tranferring customers, and successfully completing conference calls proficiently. (10+ years)
• Manage metrics, performance criteria, policies and procedures to continuously improve call center productivity
• Partnership with client support groups to work toward common goals
• Develop and maintain strategy on ensuring customer satisfaction on all customer interactions
• Provide team motivation and development to drive the desired results in a fully virtual environment
• Responsible for the overall performance and productivity of direct reports
• Responsible for daily and weekly payroll review and submission to ensure correct entries
• Responsible for tracking and reporting all agent on and off phone activities
• Meeting performance targets, operating efficiencies, processing improvements, people development and quality assurance
• Monitoring of individual attendance adherence to schedule
• Responsible for coaching via agent one on ones monthly Other duties and responsibilities as assigned
• Technical Support
• Medical Billing
• Adobe Acrobat
• Outside Sales
• Cold Calling
• Medical Coding
• Microsoft Office (10+ years)
• Microsoft Outlook (10+ years)
• Home Warranty Claims Processing (10+ years)
• Microsoft Windows
• Troubleshooting
• Planograms
• CRM Software
• CRM Software
• Negotiation
EDUCATION
SKILLS
• QuickBooks
• Troubleshooting
• Planograms
• Microsoft Windows
• Active Directory
• Account Management
• Help Desk
• Computer Networking
• Desktop Support
• Remote Access Software
• Linux
• Cash Handling (10+ years)
• Microsoft Windows Server
• Mac OS
• Network Support
• Operating Systems
• Payment Processing
• LAN
• DNS
• DHCP
• PowerShell
• TCP/IP
• Citrix
• VMWare
• Load Balancing
• Microsoft Exchange
• System Administration
• Microsoft SQL Server
• Network Firewalls
• SQL
• Disaster Recovery
• ServiceNow
• Shell Scripting
• VoIP
• WAN
• Azure
• Network Engineering
• Microsoft Excel
• Sales
• Microsoft Word
Customer Service Phone Interview — Proficient
April 2020
Listen to candidates' responses to key questions (sourced from real-world employers) to assess if they are a team and culture fit.
Full results: Proficient
ASSESSMENTS
Customer Service — Familiar
April 2020
Identifying and resolving common customer issues.
Full results: Familiar
Call Center Customer Service — Completed
April 2020
Applying customer service skills in a call center setting. Full results: Completed
Customer Service Fit — Proficient
April 2020
Measures the traits that are important for success for customer service roles. Full results: Proficient
Work Style: Reliability — Completed
April 2020
Tendency to be dependable and come to work.
Full results: Completed
Attention to Detail — Completed
April 2020
Identifying differences in materials, following instructions, and detecting details among distracting information. Full results: Completed
Accounting Skills: Bookkeeping — Familiar
February 2019
Measures a candidate's ability to calculate and determine the accuracy of financial data. Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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