Transportation Security Customer Support
Resume:
Danielle Hollifield
** **** **** ******, ******** 40741
E-mail: ******************@*****.***
Cell: 606-***-****
Exela Technologies London, Kentucky
Prepared military personnel and medical records for scanning/digitizing. Reassembled the records to the original state in the folder once digitizing was complete. Ensured that each employee received work promptly.
Senture London, Kentucky
2007-2022, Full-Time
Humana Medicare 2020-Present
Receive inbound calls from Humana Medicare members. Provided accurate information to questions and concerns regarding various aspects of their medical and pharmaceutical coverage and benefits. Adhere to contract-specific metrics.
Transportation Security Administration Helpdesk 2017-2020
Assisted agents with their calls by guiding them on where to find information and how to handle their call. Documented each interaction appropriately. Reviewed Complaint/Compliment Reports daily for discrepancies and corrections before being sent to Customer Support Managers. Resolved email bounce backs to ensure that the appropriate response was received.
Transportation Security Administration 2010-2020
Receive inbound calls. Handle complaints about screening, damaged/missing property, customer service, etc. Write an incident report to send to Customer Support Managers regarding complaints. Gather information and send claim forms. Inform callers about prohibited/permitted items to take on airplanes. Field calls from the public regarding issues related to airport security. Assist callers with disabilities and medical conditions for them to have a more pleasant screening experience at the airport. Maneuver between templates, emails, internet to gather data and assist callers.
Maximus 2009-2010
Followed script to obtain the necessary information to determine if caller qualified their employer for a tax credit. Made Outbound calls to companies to obtain the necessary paperwork.
Miles 2009-2009
Received inbound calls from service members and collected required information to enroll them into the Miles program which helped ensure that they were financially protected when purchasing a vehicle. Provided verbatim disclosures.
Receptionist/HR 2008-2009
Answered and routed incoming calls to the appropriate department/person. Accepted and inputted applications into the HR database and filed them appropriately. Filing HR Paperwork. Assisted with Job Fairs and other projects as required by HR.
US Bank 2007-2008
Made outbound calls via automated dialer to obtain credit card applications from companies for the US Bank Small Business Credit Card.
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