Virtual Customer Service

RESUME

Name: Aja Tamamu Mariama Kinteh

Email: *********@*****.***

Phone: 425-***-****

PROFESSIONAL SUMMARY

Highly motivated and enthusiastic data analyst with vast experience in customer service, especially in business support, benefits, healthcare, insurance, and virtual customer service. I am excited to bring my proven skills and customer enthusiasm to your institution. I have excellent communication and organizational skills, with the ability to multi-task. I am able to use my initiative and work as part of a team under pressure to meet challenging deadlines and objectives and effectively manage work schedules. Self-motivated person who is very determined to succeed in whatever situation I find myself in. Knowledge & Skills Areas

• Zendesk

• Software/ Technical Support

• Inbound/Outbound Support

• Avaya

• Microsoft Office

• G Suite

• Credit Fraud/Risk

• Customer Service

• Health Insurance

• Knowledge Base Articles.

• Call Center.

• Billing Support.

• Key Performance Indicators, Average Call Handling Time, Customer Support.

• Project Management.

• Web Support.

• SQL, Stata, SPSS, CSPro

• Product Support

• Survey, Data Analysis, Report Writing

• Trend Analysis.

• UAT/Quality Assurance.

PROFESSIONAL EXPERIENCE

Licensed Health Insurance Agent United Healthcare 03/22 – 03/23

• Handling inbound and outbound calls.

• Answer incoming calls from prospective members and identify the type of assistance and information the customer needs to convert the caller to a qualified lead and ultimately sell.

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.

• Using knowledge of the product portfolio to accurately access the distinct needs of different prospects, explain the differences between various products, and assist the prospect member in selecting a product that best meets their unique needs.

• Meet the goals established for the position in performance, attendance, and consumer experience.

• Meet and maintain requirements for agent licensure, appointments, and annual product certification.

• Assist the prospect in completing the enrolment application over the phone with complete, accurate, and required information consistent with product requirements and enrolment guidelines.

• Achieved an average of 99% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating. Cashier, Target 10/21 – 12/21

• Responsible for daily opening and closing of registers & performing money counts for 20+ cash drawers.

• Maintained thorough knowledge of products, sales, promotions, and holiday discounts to give customers accurate pricing upon purchasing.

• Drove the financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating employee responsibilities.

• Processed returns, credits, gift cards, and various POS payments for customers and employees. Environmental Service Officer, Mount Carmel East. 12/21-03/22

• Determines, coordinates, and supervises daily staffing assignments and levels.

• Provides staff direction, orientation, training, coaching, and mentoring.

• Assists with performance evaluations and disciplinary actions.

• Assesses the quality of services delivered and facilitates staff development programs.

• Ensures staff compliance with departmental and organizational policies, procedures, and protocols.

• Help clean patient rooms, including collecting and removing trash, changing bed linens, and sanitizing all surfaces whenever necessary.

• Stocks paper items and other supplies in patient rooms as necessary or designated.

• Move furniture for repair or cleaning and set up meeting rooms.

• Assist in cleaning emergency spills/floods observed or requested.

• Proactively communicates with all staff members in an accurate & timely manner. EDUCATION

Ohio Department of Insurance

Health Insurance License 04/22

The University of the Gambia 09/2011-05/2015

Bachelor of Science in Economics and Finance

High School Diploma 11/2002-

05/2005

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