Stephanie Smart

Fort Wayne, IN *****

adxodl@r.postjobfree.com

+1-260-***-****

Authorized to work in the US for any employer

Work Experience

Service Rep - Claim Initiation

Lincoln Financial Group - Remote

January 2022 to Present

Initiation Representative, responsible for independently processing and indexing routine incoming calls. Phone-based position in a fast-paced, team environment. Strong customer service skills and the ability to navigate between multiple systems. Intake of claims. Assisting callers with multiple group benefit questions. Absence Management, Disability, Accident and Critical Illness. Quality Assurance Manager

BPO American - Remote

August 2017 to Present

Full-Tme Quality Assurance Manager working out of the home. Quality monitoring for the full company. Monitoring and evaluating calls and emails for our many clients. Communicate with project managers daily. Interact with agents to provide coaching opportunities to meet each client's expectations. Handle inbound calls periodically to assist with call volume. Team lead for our medical campaign, assisted with coaching agents - submitting follow-ups for insurance and billing questions to the client /process, patient payments daily.

Technical Support Remote Advisor

Concentrix-WAH-Apple Support/Customer Support

December 2016 to July 2017

Full-time technical support advisor working out of home. Handling outbound and inbound calls for one of concentrix biggest companies (Apple). Duties include troubleshooting customers products while providing great customer service support.

Customer Service Representa ve-Self Employed

Liveops -Ssmart Virtual Assistance LLC - West Palm Beach, FL December 2015 to December 2016

Part-Time independent agent working out of my home. Handling outbound and inbound calls for a wide variety of companies. Duties also include upsells and affinity offers. Domestic Missionary Work

May 2011 to November 2016

SHIFT LEADER

Dunkin Donuts/BaskinRobbins - Fort Wayne, IN

May 2013 to September 2015

Supervised staff. Performed all retail functions such as cash and credit transactions. Trained crew workers. Organized and maintained supplies/stores. Office Assistant/Receptionist/BPO Support

Phillips Team Real Estate - Fort Wayne, IN

August 2007 to May 2011

Fort Wayne, IN

Performed general receptionist and secretarial duties such as answering phones and typing correspondence. Coordinated schedules and set appointments for agents. Developed filing, documenting system, and customer database protocols. Responsible for opening and closing of the office. Created flyers for listed properties. Assisted in the broker price opinion field. Education

High school diploma

Homestead Senior High School - Fort Wayne, IN

June 2009

Skills

• Quality Assurance

• Quality Management

• Call Center

• Microsoft Office

• Excel

• Training

• Internal Audits

• Auditing

• Time management

• Microsoft Excel

• Problem-solving

• Flexibility

• Team Work

• Reliability

• Zendesk

• Upselling

• Help Desk

• Microsoft SharePoint

• Technical Support

• Customer support

• Communication skills

• Computer skills

• Phone etiquette

• Customer service

• Computer literacy

Assessments

Supervisory skills: Motivating & assessing employees — Proficient February 2021

Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Proficient

Customer focus & orientation — Expert

February 2021

Responding to customer situations with sensitivity Full results: Expert

Typing — Proficient

February 2021

Transcribing text using a standard keyboard

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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