Service Representative Data Entry
Resume:
Maria Joyce Davis
Brewton, Al ****6
adxixe@r.postjobfree.com
Summary of Education and Licenses:
Graduate of John F. Kennedy High School, La Palma, California 1983
Cal State Fullerton – North Orange County Adult Education – Accredited College – Early Childhood Education – Master Certificate 1989 - 1992
Supervision and Administration – AA Degree – Cal State Fullerton – 1992
State of Alabama Licensed Producer Insurance Agent for Life, Health, and Credit
Tribal Gaming Commission of Poarch Creek Indians - 2016 – 2021
Pennsylvania Gaming Commission License – 2020 - 2021
Summary of Work Qualifications:
Quality Assurance experience – I began my QA experience in 1997 with the testing and qualifications mandated by Federal Laws and Regulations for products that were being manufactured for landfills regarding water drainage and possible contamination issues into the groundwater system. I have continued in the Quality field for the next 25 years through different aspects of testing, quality of products, examination of records, calls, monetary values, quality of customer service, and the innovation of procedures to document and data control through testing parameters.
Over 10 years of experience performing duties as an Office Specialist / Administration Assistant. Concentrated on the specializing in the production of reports, training of system auditors, new hire orientations, and creation of Best Operating Practice manuals, and Environmental/Safety/ Quality procedures and ISO 14001 -2009 readiness ability for a Fortune 500 company.
Experienced with Microsoft Excel, Word, Access, Front Page, PowerPoint, Arc Map, Data Frame (Oil Field Databases), Zendesk, Talk Desk, InContact, CMP, My Teams, Outlook, Zoom, and Bally’s Opera.
Management experience: in charge of daily production, reconciliation, bank deposits, customer service, account control, collections, account payables/receivable, HR management/evaluations/hiring/terminations, and federal and state license compliances.
Heavy phone traffic communication (inbound and outbound calls), along with outside collections and retrieval of merchandise. Legal filings of documentation with the state court system.
Retail Sales and Credit Manager experience which included all bookkeeping, payments, scheduling, accurate personnel filing and documentation.
Educational experience occurred in Southern California. Between the years of 1989 -1994
Regional Occupational Center for Disabilities – Worked with the children with disabilities to mainstream them into a school setting. Teaching of ages 2 – 10 children, class sizes at a Ratio of 1 to 12 – Title 5 certification through California. Followed all regulations and expectations of the School Board and Facility directions.
Work Experiences:
SureGo –Coordinated Benefit Plans- Customer Service Representative
Trawick International -Limited Traveler’s Insurance Company
March 15, 2022 – Present
Duties included, but not limited to: Answering incoming calls from Members, Providers, and other entities. Handling of information regarding the claims that have been submitted to Members. Benefits and Eligibility of Members insured with Trawick International. Guidance on how to submit claims through our Online Portal. New Online Claim portal – AppSure – research, guidance, and information on all claims submitted to this database.
Direct communication with Management Team and Claim Examiners ESC Dept for the current status of outstanding claims and the process status of records. Providing the Medical Diagnosis codes and reasons for Denial on claims submitted. Learning Medical Diagnosis and Medical Definitions for better understanding of the claims we handle.
Work closely with peers for a strong support system on handling the daily tasks and goals assigned. I have been consistently in the Top 3 listing for Average Call Handling Time, % of calls – goal is 50 inbound calls per day and less than 6 mins per call (AHT). Helping peers with questions and call transfers, when needed.
Created a CSR Knowledge base to contain all important information for daily use with callers. Shared the Excel spreadsheet with Management and the Training Dept for their consideration of use and “suggested ideals” to help streamline the notes and information needed for new hires and other associates. Completion of all assigned tasks given to me by Management, worked closely with Supervisor for activities to promote a favorable workplace from a Remote (WAH – work at home) with games, scavenger hunts, pictures, and positive reinforcement of “togetherness”, items posted on the My Team Whiteboard.
To ensure that I had the strongest internet connection, I personally rented an office in my hometown. I have Cat 5 internet with ethernet connection – Locked office with all office equipment supplied by myself. This office is a free-standing office and is well secured and is always locked. I will be happy to supply the speed test results to you, upon request.
ADT – Home Security System (Outbound Sales)
Jan 15, 2022 – March 12, 2022
My responsibilities for ADT were to cold call realtors and new home buyers to offer the services of the ADT Home Security system. Quota for each day was to make 100 calls to potential buyers and/or realtors. Operated several databases for documentation and scheduled the installation of the systems.
Between November 10, 2021, and Jan 15, 2022 - Unemployed
Wind creek – PCI gaming – Atmore Alabama
June 20, 2016 – Nov 10, 2021
Began as a Teleservice Agent with Wind Creek Hospitality Guest Services in Atmore: Responsibilities included the answering of incoming calls for guest services, completing reservations for hotel, events, concerts, contacting and entering EPAC tickets, and Spa/Kitchen services. Was promoted to the Guest Services Clerk after 6 months of employment. Responsible for completing tasks assigned by the Director and Manager of the Center. Opera hotel code entries, CMP operations, working closely with the QC department with the data entry of surveys, compliments entries, scheduling and planning events for the Call Centers (North & South – over 100+ team members), and the submission of quality awards (Moments). Promoted to Quality Specialist after 1 year of employment. I am responsible for reviewing and assessing the quality performance of our team members. Organization of training, documentation of deficiencies and quality performance of reservations and promotional events.
I Gaming - Additional experience, I was promoted to Wind Creek Online Gaming to become a Community Manager. These duties included: Reservations for all outlets of the Wind Creek brand (hotel, spa, /restaurants, and much more. I hold two Gaming Licenses (Tribal and Pennsylvania), I am good standings with both entities with very intensive background checks and fingerprinting included. I also am authorized to perform tasks with the Real Money I Gaming for Pennsylvania, which includes the deposits and withdrawals of funds from our players. Fraud prevention and verification of all players through documentation and reports.
Western Finance
Dec 31, 2013 – June 17, 2016
2123 Douglas Ave
Brewton, Al 36426
Branch Manager responsible for the operation and performance of the branch in the meeting and exceeding the expectations pertaining on goals and targets set by upper management. Collections, customer retention, new customer events, Federal and State tax preparations, and daily operation procedures.
Farmers Home Furniture
March 13, 2012 – August 13, 2013
2041 Douglas Ave
Brewton, Al 36426
Credit Manager – Front Counter experience dealing with cash reconciliation from bank statements and deposits. Customer Service and Heavy phone traffic communication. Outside collections and legal filing of documentation of customer accounts for payments. Retail sales and credit manager experience included as follows: bookkeeping, payments, bank deposits and reconciliation, assuming role of acting manager upon vacancy.
Woodmen of the World (Woodmen Life)
1700 Farnam St.
Omaha, Ne 68102
Jan 1, 2009 – March 10, 2012
Special Field Representative – State licensed to be a producer in the State of Alabama in the offering of Life, Health, Medicare Supplements, Disability, Cancer, and Annuities. I am a captured agent for Woodmen Life, but I am subcontracted to sell products for AFLAC and other organizations.
Weyerhaeuser – iLevel
162 N. Jackson St
Castleberry, Al 36430
July 11, 2000 – Nov.24, 2009
Office Specialist III – QMS, EMS, and Safety System Management Coordinator
I was originally hired as a Quality Assurance Lab Technician. Performing the skills required to assure management that the products being manufactured were within the standards set for excellence. I was promoted to the Office Specialist position after 1 year of service. This position detailed several areas of responsibilities:
Orientation training of over 1,000 new hires
Conducted yearly training on all associates for adherence to the ISO 14001-2009 standards for readiness and excellence.
Creation and distribution of Microsoft Excel spreadsheets for the Continuous Improvement Program for problem solving of critical areas within the organization that was to be highlighted and corrected immediately.
Power Point presentations and Storyboard updates for all break rooms within the plant for associate’s communication of activities, changes, and important information.
In-House Internal Auditor training and scheduling for the Environment, Quality, and Safety programs within the organization.
Access Database maintenance of all training records.
Front Page web page design and maintenance
Best Operating Practices auditing, scheduling, and document/data control.
SAP maintenance
Creation of all system manuals and the upkeep of stations throughout the facility. (QMS, EMS, HS & E, and Safety).
References:
References will be given upon request.
Contact this candidate