Service Rep Customer

Bushina Sims

*** ******* ***** *****, ***********, NC 28115 704-***-**** adw8ec@r.postjobfree.com

Objective

Experienced supervisor with the ability to train and motivate staff to meet challenging performance targets and consistently satisfy customers with high-quality service. Focused on keeping the department efficient and cost-effective. I am looking for a position within a company with the opportunity to advance from within. I will accomplish this by using my current skill set while learning new and innovative ways to enhance and maintain customer base. I am fully capable of interacting with clientele at all levels to provide information in response to inquiries about products, services and resolve complaints. I successfully resolve client's inquiries by securing loyalty and confidence from the client.

Experience

8/19/2019– 4/26/2023

Benefits Specialist GoHealth LLC Charlotte, NC

Evaluated and maintained benefit plans to ensure compliance with applicable laws and regulations.

Used online benefits checklist process to determine eligibility to various entitlement programs.

Consulted with and served as technical liaison between industry, government, and union officials.

Guided customers through the enrollment process for all benefit programs.

Licensed in 42 States

February 2018 – August 2019

Certified Field Manager [LEI Home Enhancements Charlotte, NC

Responsible for a team of field reps for a replacement window company

Included recruiting, training and coaching the reps on effective methods, operations and procedures.

Responsible for payroll and scheduling.

Conducted timely quality performance feedback and performance appraisals.

October 2016 – September 2017

Customer Care Scheduler WestMed Medical Group Charlotte, NC

Received inbound customer service calls necessary to collect, amend and or offer new patient schedule, reminders or cancellations.

Provided solutions, recommendations and replacements with empathy and positive feedback.

Shared relevant tools with customers as necessary to reduce support call frequency.

Met team and client performance metrics, goals and deadlines.

October 2014 – September 2016

Collections Agent iQor Holdings, LLC Charlotte, NC

Received inbound customer service calls necessary to collect, amended and or offer repayment schedule or extensions for electric service that worked with the customer’s financial situation.

Interacted with government agencies and adheres to all state laws and requirements.

Worked with outside collection agencies to resolve long-term non-payment issues.

Posted payments and adjusted balances to reflect new values.

February 2013 – November 2014

Insurance Agent TZ Insurance Company Charlotte, NC

Used an outbound dialer to contact seniors for Medicare insurance for respective healthcare needs.

Licensed in 28 states to sell products for various carriers.

February 2012 – April 2013

Personal Phone Banker-IRA Customer Service Rep Wells Fargo Charlotte, NC

November 2005 – March 2010

Supervisor, Team Lead Sprint Telecommunications Charlotte, NC

April 2001 – December 2006

Customer Service Manager Food Lion Charlotte, NC

June 1998 – April 2001

Area Supervisor/Master Trainer US Bureau of Census Charlotte, NC

Skills

HR Compliance • Customer Relations • Training Support

Collaboration • Task Prioritization • Verbal and Written Communications

65 WPM • Performance Reviewing • Various Software Packages

Staff Management

Education

Johnson C Smith, Charlotte,NC – Business Management GPA 4.0

Barclay College, Washington, DC – Paralegal & Accounting GPA 4.0

Frank W Ballou High School, Washington, DC – Math Science GPA 3.8

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