Support Specialist Qa Analyst
Resume:
Monica J Williams-Bynum
Charlotte, NC 28214
Objective:
Seeking a position that will best utilize my experience and educational background. A position with growth opportunity and that would prove to be challenging.
Educational Background
Winston-Salem State University, Bachelor Arts: Psychology, Minor Sociology
Professional Experience
Go Health LLC
Benefits Advisor, September 2017- March 2020
Responsibilities, as a licensed agent, reviewing a customer’s needs by asking fact finding questions to help determine the best health insurance plan to enroll. Also offer additional auxiliary plans that will be beneficial to the customer.
Quality Assurance Agent, April 2020- October 2022
Responsibilities as a QA analyst to review and audit sales enrollment calls to ensure that all metrics used during the call meets CMS guidelines for enrollment. Also escalates thies cases that negativity affects the customer in loss of necessary benefits for their situation.
Staffmasters/Electrolux
Dealer Account Credit Agent, July 2013- June 2017
Responsibilities include reviewing a consumer’s request to replace a major appliance via their warranty. This would include reviewing service invoices in Service Power to verify if major appliances meet the criteria for warranty replacement. Follow up with the consumer and the dealer to retrieve information required to process shipment of replacement units. Use information provided by the dealer to process order shipment via Focus. Provide information to the customer regarding the guidelines for warranty replacement. Update the status of the request in the consumer’s file in SAP.
Access Vocational Services, LLC
Vocational Job Coach May 2012- July 2013
Responsibilities include assisting assigned caseload with job development; assist with helping the consumer create a resume, providing assistance with interviewing skills and document progress during training period once the consumer has gained employment.
Connextions
Telesales Agent/Licensed Health Insurance Agent, August 2010- May 2012
Appointed with multiple insurance carriers to review Medicare advantage health plans.
Responsibilities: To review with Medicare eligible individual different options with Medicare Advantage plans or prescription drug plans that would better suit their medical insurance needs. Scheduled appointments for in-home appointments or community meetings if consumer requested to have information in writing before them. Enrolled individuals in Medicare Advantage plans and reviewed effective dates of the new plan.
Family Care Services, LLC
Associate Professional/Intensive In-Home Services, May 2008- August 2010
Responsibilities: To assist families who have youth that are at risk of being removed from the home; implement the treatment goals with the family based on a Person Centered Plan, assist in coordination and linkage to community resources to assist the family in becoming more self-reliant. Provide weekly documentation on the progression/regression of the accomplishment of treatment goals and provide feedback during the treatment team meetings.
People Driven Supports/PBH
Support Coordinator, August 2007 – March 2008
Responsibilities: To coordinate services provided to developmentally disabled adult and adolescent population, linkage to different service providers, monitoring services being provided and coordinates meetings and ensures the services follow definition outlined in the service plans.
Life Enhancement Services
Community Support Specialist I, February 2007- August 2007
Responsibilities: To provide one on one services to an assigned person, adult and adolescent, implementing service goals and interventions based on an individual’s Person Centered Plans and document the services provided in appropriate format.
New Place, Inc
CBS Professional, November 2002 to February 2006
Responsibilities: To provide guidance and support to client in community and school setting. To redirect and support client in areas of specific concentration based on service plans provided. Provide therapeutic intervention when necessary.
Residential Counselor, August 2002 to November 2002
Responsibilities: Provide guidance, support, and discipline to clients in a residential setting. Assist clients in achieving goals in their service plans. Provide therapeutic intervention when necessary.
References Available Upon Request
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