VICKI MCGLINSEY

Elkhart, IN *****

574-***-**** - advabp@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated to consistently surpassing customer service goals with unparalleled attention to each and every customer call. Smoothly manage incoming calls from internal and external customers, and managerial duties by applying strong organizational and time management skills. Solid history of success in a fast-paced call center supporting diversified customers. Devoted to the concepts of being trustworthy and reliable. SKILLS

• Efficient and Detail-Oriented

• De-escalation Techniques

• Customer Data Confidentiality

• Excellent Attention to Detail

• Call Volume and Quality Metrics

• Customer service

• Microsoft Office

• Computer skills

• Effective communication skills

• Customer Service Experience

• Customer Interactions

• Printing Background

• Windows

• Servicing

WORK HISTORY

09/2022 to 02/2023 Customer Service Representative Indiana BMV – Elkhart IN

• Answering questions about title work and credentials.

• Processing title transfers, registrations for plates and credential transactions.

• Printing out correct paperwork and obtaining all documents and updated information.

• Keeping all information confidential as per the rules and regulations of the state. 09/2021 to 07/2022 Customer Service Specialist

TTECH – Englewood CO (Work from home)

• Answering phones from home for Blue Cross Blue Shield.

• Researching cases and helping people get their Claim questions answered.

• Sending out other information like EOB’s and correction Coverages.

• Keeping everything within HIPPA guidelines.

02/2021 to 09/2021 Eligibility Specialist

DEPARTMENT OF FAMILY SERVICES – Elkhart, IN

• Weekly checking cases to be in compliance with rules and regulations from state.

• Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.

• Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

• Scheduled appointments with applicants to gather information and explain benefits processes.

• Educated patients on eligibility and affordability options by offering insightful information.

• Used Word and Excel to maintain 30 to 50 client files and file notes daily. 08/2020 to 02/2021 Receptionist

Dr. Myers II O.D P.C – Elkhart, IN

• Followed all Covid-19 procedures.

• Confirmed appointments, Pre-certified patients with insurance, communicated with clients and updated client records while complying with HIPPA.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance and advice on fitting frames and called when orders were ready.

• Kept reception area clean and neat to increase visitors positive first impression and avoid accidents.

• Preformed clerical support to clients and employees by copying, faxing and filing medical documents.

07/2017 to 06/2020 Senior Customer Care Representative ITRCC – Elkhart, IN

• Answered 300 to 800 calls daily from lanes and, following procedure, helped get patrons on their way.

• Monitored Tollbooth operations to ensure smooth traffic flow and being proactive whenever possible for timely resolutions.

• Called in trouble tickets, contacted appropriate departments when systems failed and dispatched information to social media outlets on accidents that impacted traffic flow.

• Built long-term, loyal customer relations by providing top-notch service and detailed and fast service and information.

• Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.

• Helped large volumes of customers every day with positive attitude and focus on customer satisfaction.

11/2015 to 07/2017 Control Room Technician

ITR Concession Co – Granger, IN

• Opening and closing Lanes as needed to ensure traffic flowed and did not back up.

• Monitoring toll plazas and lanes via camera for accidents or hazards that could affect traffic flow, notifying emergency responders if needed.

• Monitoring communications and weather conditions across road.

• Monitoring Tollbooth operations to ensure smooth traffic flow and escalating problems to proper departments following procedure.

• Worked flexible hours; night, weekend, and holiday shifts 80% of times offered.

• Improved operations through consistent hard work and dedication. 01/2015 to 11/2015 Tolling Shift Supervisor

ITR Concession Co – Granger, IN

• Scheduling, supervisors' logs, re caps, and other miscellaneous office related paperwork.

• Established effective employee schedules and delegated tasks to take advantage of individual abilities and meet expected demands.

• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.

• Completed plaza opening and closing procedures and balanced tills with 100% efficacy.

• Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.

• Applied security, safety and loss prevention strategies during shifts.

• Enforced company policies and regulations with employees.

• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.

11/2013 to 01/2015 Building Custodian

ITR Concession Co – Granger, IN

• Reported vandalism or other damage to property to supervisor.

• Kept building spaces premises clean inside and outside.

• Moved furniture for cleaning and set up for special events.

• Supervised and organized daily cleaning schedules for 12 to 15 people on custodial team.

• Checked in and stocked inventory throughout facility.

• Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.

• Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.

• Supervised supplies in inventory and submitted reorder requests.

• Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.

01/2013 to 11/2013 Booth Attendant

ITR Concession Co – Granger, IN

• Accept money from patrons and return correct change within $35.00 per year.

• Provide excellent customer service with 100% gracious attitude.

• Follow all safety, cash and bank out procedures.

• Keep booth and plaza clean and free of clutter.

• Call in all maintenance and software issues as needed.

• Performed cash and card transactions to complete customer fair.

• Used POS system to enter tickets, process payments and issue receipts.

• Operated cash drawer, counted change and recorded transactions accurately and efficiently.

• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.

06/2012 to 10/2012 Machine Operator

Morgan Thermal Ceramics – Elkhart, IN

• Set up and ran CNC machines and hydraulic presses to produce exceptional products for industrial needs.

• Checked tolerances with micrometers, calipers, and go/no go gauges to produce quality parts within tolerance of .005 or less.

• Calibrated, tested, and adjusted machine settings or controls in preparation for production operations.

• Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.

• Complied with company and OSHA safety rules and regulations. 01/2010 to 06/2012 Drill Press Operator

United Shade – Elkhart, IN

• Operation of 4 drill presses to specifications, prepped shades for drilling.

• Checked quality and assured orders get to appropriate stations.

• Hand cut shades to customers' specifications.

• Operate other machines in various departments as needed.

• Reviewed completed orders for quality and accuracy.

• Multi-tasked to keep all assigned projects running effectively and efficiently. EDUCATION

10/2010 CompTIA A+ Certification: Build And Maintain Computer Systems MapleTronics - Goshen IN

06/1985 High School Diploma

Penn High School - Mishawaka, IN

ADDITIONAL INFORMATION

• Authorized to work in the US for any employer

• Able to pass any background check or drug test

• Assessments and results on Indeed

• References upon request

Contact this candidate