Support Representative Service

Veronica S. Drayton

Wrens, Georgia M: 706-***-**** **********@*****.***

Education & Certifications

Certification, Customer Service Specialist May, 2004 Sandersville Technical College, Louisville, Georgia Certification, Medical Assistant March, 2004

Sandersville Technical College, Louisville, Georgia Diploma, College Prep May, 2003

Jefferson County High School, Louisville, Georgia

Key Professional Skills & Techniques Practiced

Time Management

Data Entry

Customer Relations

Receiving & Processing

Math Proficiency

Attention to Detail

FDIC Rules & Regulations

Effective Communication

Troubleshooting

Creative Problem Solving

Policy Implementation

Adaptability

Employment Summary

Bank Teller - Remote 05/2021 -Present

Sitel Group Augusta, Georgia

Identify member financial need(s) and recommend an appropriate credit union product/service solution to fit that need

Process share account and checking account deposits and withdrawals, loan/lease payments, and credit card payments

Responsible to meet or exceed sales and service goals established by leadership

Complete a variety of day-to-day client service transactions, including policy endorsements, certificates, binders, cancellations or other necessary tasks as needed

Protect member information and other sensitive information by maintaining confidentiality while adhering to the credit union’s privacy policy

Process member transactions as requested accurately, recognizing red flags regarding fraud and scams

Complies with Bank Secrecy Act/Anti-Money Laundering/CIP (U.S. Patriot Act) procedures and policies

Provides members with courteous, friendly service, which exceeds their expectations while processing transactions promptly, efficiently and accurately Customer Service Representative - Remote

Sitel Group Augusta, Georgia

Monitored all incoming calls from customers for all inquiries on orders for various products

Analyzed all customer issues and assisted to resolve all within the required timeframe

Maintained accuracy of all data and verified same for all customer services

Assisted to compose sentence structures for all customer reports

Analyzed all issues and recommended alternate solutions to ensure effective resolution Drayton, Veronica S. pp.2

Care Coordinator - Remote 09/2021 – 08/2022

Carenet Healthcare Services Augusta, Georgia

Assisted patients with their account maintenance, clinical inquiries, technical support, and insurance verification

Served on the front lines for the business interacting with patients and consolidating feedback and trends to help inform internal teams

Supported sales and insurance credentialing team from a patient-centered lens by mapping healthcare insurance plans, unblocking patients who needed insurance verification

Liaised and coordinated with clinicians and health coaches

Provided daily technical support to patients by answering questions, analyzing problems, and quickly forming solutions for optimal operations

Technical Support Representative 04/2021 – 09/2021 Teleperformance Augusta, Georgia

Identified, investigated, and resolved user’s problems with computer software and hardware

Provided timely and accurate customer feedback

Interacted with customers through a series of actions to resolve a problem; followed up with clients to ensure the problem was resolved

Replaced or repaired the necessary parts

Supported the roll-out of new applications

Provided support in the form of procedural documentation Patient Care Technician 04/2015 – 04/2021

Select Specialty Hospital Augusta, Georgia

Assisted the healthcare team with administering treatments

Maintained accurate patient records

Collected liquid samples or specimens for testing

Performed basic nursing procedures such as administering medications as well as provided emotional support; assisted patients with basic needs such as dietary intake, grooming, and personal hygiene

Reported any changes in patients' conditions to a registered nurse or physician

Maintained close communication with the patient's healthcare team

Assisted with the educating of patients' relatives regarding the required care

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