Support Agent Data Entry

Objectives

Ten years of customer service clerical experience. 6 years as executive assistant assisting in reporting, administrative support, and personal information documentation. Three years in roles requiring leadership responsibility.

Experience

Customer Fraud Detection - Wells Fargo

Atlanta, GA (2022)

Analyze bank accounts to identify any fraudulent activity in the client’s account

Review, research, investigate, adjust payments, and resolve claims using multiple transaction channels.

Process knowledge of and ability to apply knowledge of regulatory/compliance risk management and AML requirements

Handling a high value of incoming calls to assist with general inquires, activity request fraud claim intake, and meeting and exceeding quality standards.

Customer Service Representative - State of Washington

Atlanta, GA (2021)

Assist parents with general and personalized details of their student's PEBT account

Updating personal information as requested by parents

Contacting student's school nutritionist or local DSHS office to determine eligibility and attendance

Appointment Scheduler - Choice Healthcare

Alpharetta, GA (2020)

Accurately update/confirm patient information using the EMR system

Call the doctor's office to request charts for individuals’ patients

Coordinate and manage the schedules for physicians and patients based on availability

Accept and submit insurance claims and payments and complete follow-up billing task

Escalations Specialist - Instacart

Atlanta, GA (October 2019 - 2020)

Assist Teir1/Teir2 support agents with de-escalating interactions with upset customers, providing efficient and effective solutions promptly using significant problem-solving skills

Provide appeasements, credits, refunds, or process redeliveries when appropriate

Assist drivers/shoppers/customers with confirming orders, account status, and technical issues within the application

Support logistic operation team by reporting trends to help with day-to-day quality reports

Customer Advocate - GreenSky Financial

Atlanta, GA (2018 - 2019)

Greeting and assisting clients and business partners with questions and concerns they have about products or their accounts

Explaining the breakdown of plans that each clients purchase and other company policies

Coordinating with other departments such as lenders and service providers to ensure each other is processed

Providing feedback to management about customer satisfaction and concerns with policies and products offered by the company

Helpdesk/Support Agent - Wipro

Atlanta, GA (2015 - 2018)

Displayed working knowledge of many iOS and Windows systems

Professionally handle 45-50 calls, ensuring to assist with their technical issues, identify the problem and resolve or transfer to the right team.

Produce periodic reports for technical support operations for managements by checking the equipment being reported to determine what the issue could be

CCC Sales Representative/ Initial Loss Reporting Representative - State Farm

Dunwoody, GA (2015 - 2016)

Contact policyholders with information regarding their policies (ex., due date, expiration discounts, etc.)

Set up meetings with policyholders and agents

Properly document auto claims, redact sensitive personal information and protect health information

Knowledge of auto policies

Education

American Public University - Charles Town WV - Associates Business Management

Martin Luther King JR Highschool - Lithonia, GA – Diploma

Skills

Advanced Microsoft Office skills (Word, PowerPoint, Excel)

Mail merging, file creating, and Adobe Acrobat Pro

Data entry 75 WPM (typing speed)

Experienced in Technical support & Claims

Personal Assistant Experience

Office Management

Multi-line Phone Systems

Compliance Specialist

Leadership

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