Service Representative Ticket Agent

Professional Summary:

Highly dependable and supportive individual with a sound understanding of customer service and clerical tasks. Enthusiastic to obtain a position within an office where I may utilize my continuing education and career experience. Capable professional with significant background in managing the day-to-day processes and resolving customer issues in a timely manner. I possess strong written and verbal communication skills and maintain a commitment to personal and professional excellence.

EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE DECEMBER 2017 – PRESENT

AMERIHEALTH CARITAS – WASHINGTON, DC

Provide superior customer service to all customers and continued to seek and understand the needs of those that I serve.

Creates accurate and timely member documentation concerning all inquiries taken in accordance to established protocols to ensure resolution is provided and presented in a clear and accurate manner.

Provide feedback and/or solutions to supervisor to ensure continuous process improvement and provide a better customer experience.

Strong attention to detail, active listening, and time management.

Take inbound calls and make outbound calls to current and new members and providers regarding correspondence, benefit eligibility and issues.

Conduct Health Risk Assessment Surveys as needed.

Provide member education and assists with PCP selection and assignments.

Assists customers with access to care and wellness programs.

Follow internal processes and procedures to endure all activities are performed in accordance with departmental and company policies and procedures.

CUSTOMER SERVICE REPRESENTATIVE FEBRUARY 2017 – DECEMBER 2017

GENERAL DYNAMICS IT (GDIT)/ PBGC Contract – ALEXANDRIA, VA

Maintain a current understanding of the CFPB standard operating procedures, processes and program policies as provided during training.

Utilize scripts, PBGC standard operating procedures and training materials to respond to CFPB inquiries in a courteous, timely and professional manner.

Provide accurate responses and documentation of inquiries/complaints from CFPB consumers.

Adhere to the Privacy Act as it relates to the confidentiality of information received.

Perform general clerical and administrative functions as needed.

AMERICAN AIRLINES TICKET AGENT AUGUST 2016 – FEBRUARY 2017

G2 SECURE STAFF, LLC – ALEXANDRIA, VA

Responsible for checking in all passengers and luggage.

Acted as a scheduling resource for passengers who were unsure as to when their flight will depart and/or land.

Assisted in identifying and handling passengers who set off government warnings.

Designated as a reservation sales agent on certain days to sell tickets for same day flights.

Assisted customers on ticket trades for different flights.

Alerted airport security of potential issues when necessary.

MEDICAL ASSISTANT (Apprenticeship) JUNE 2014 – JULY 2014

HOWARD UNIVERSITY HOSPITAL – WASHINGTON, DC

Evaluate prenatal diagnosis.

Monitor high risk pregnancies.

Take vital signs.

Prepare them for procedures.

QUALITY COORDINATOR AUGUST 2008 – APRIL 2013

CHILDREN’S HOSPITAL – WASHINGTON, DC

Ran monthly reports for overdue immunizations 0-4 years old.

Checked medical records for discrepancies.

Sent follow-up postcards, returned cards listed as MOGE’s and received ECW notes to be tracked.

Audited charts for CoCASA review.

Registered special needs children to collect specimens.

Prepared and maintained records of client services.

Corrected errors by making appropriate changes and then re-checking the program to endure that the desired results are produced.

Registered patients and collected co-payments for checking and error discrepancies.

MEDICAL SECRETARY CONTRACTOR APRIL 2004 – JUNE 2004

DEPARTMENT OF STATE – WASHINGTON, DC

CERTIFIED NURSING ASSISTANT MARCH 2001 – APRIL 2001

COLLINGSWOOD NURSING AND REHABILITATION CENTER – SILVER SPRING, MD

EDUCATION

HIGH SCHOOL DIPLOMA, MAY 1988

MEDICAL ASSISTANT DIPLOMA, JUNE 2014

SKILLS

Customer Service, Call Center, Customer Care, Typing Speed 40+ wpm, MS Office (Excel, Word), Facsimile, Xerox, Multi-Line Auto-Call Distribution Telephone Systems, Internet, Data Entry

REFERENCES AVAILABLE UPON REQUEST

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