Oake Yates

*** ****** *****, *********, ** ****8 Cell: 816-***-**** Email: adxpce@r.postjobfree.com

PROFILE:

Professional experience with proven expertise as reflected in 16 years tenure in Customer Service and 10 years Customer Service Management. Authenticated capacity for directing and training. Record of accomplishments in strategic teaching and increased efficiency and delivery. Solid background in troubleshooting, identification and isolation of issues, analysis with effective resolution of discrepancies. Strong oral communicator with proven ability to lead diverse teams in the successful accomplishment of collective goals.

CORE STRENGTH:

Strategic Planning Project Coordination Technical Proficiency

Issue Resolution Workforce Coverage Report Analysis

KEY QUALIFICATION:

Instrumental in successful achievement of improved customer service by successful issue resolutions in QNXT, MBD, Illiad/Prod, RX-Express, SAP, PeopleSafe and AS400 pertaining to Help Desk – Mail Service and Billing and Enrollment Departments.

Reduced additional callbacks from members by successfully resolving issues in a timely manner.

Coached and Trained Personnel in escalated issue resolution.

Key player on special projects to help solidify efficiency of Department handling on issues outside of the normal guidelines.

Key Player on follow-ups pertaining to Supervisor callbacks that resulted in customer satisfaction.

CAREER EXPERIENCE:

Alliance Data Systems Lenexa, KS

Manager of Senior Account Specialist May 2012-May 2022

Trainer assistance for new hires

Fast paced account management calls

Make credit decisions for approvals on increases in credit card limits

Assist agents when needed on calls to ensure quality service are provided to customers

Manage numerous of clients accounts

CVS Caremark

Customer Service Representative Lee ’s Summit, MO

November 2012- May 2013

Claim Processing of all prescription drugs and analysis.

Mail Service Support to Beneficiaries.

Billing and Enrollment Support to process members for coverage.

Research Team / Special Projects to provide minimal call escalations.

Searched for Medicare applicant files that required uploading for benefits in SAP

National Sourcing Inc Millington, TN

Customer Service Representative February 2012-October 2012

Data Analyst for Navy members

Provide support with benefits and retirement

Answered all unknown questions the representative had concerning any and all veteran benefits.

General Motors/Kelly Service Memphis, TN

Customer Service June 2011-February 2012

Process bill of lading on shipments

Data Entry clerk inserting tracking of Fed ex deliveries

Take calls and schedule pick ups

Maximus (Shelby County Child Support) Memphis, TN

Sr. Lead Customer Service July 2009 - March 2010

Trained all New Customer Service Employees for the production floor.

Assisted my Supervisor with real time monitoring system.

Answered all unknown questions the representative had concerning child support laws.

Handled escalated issues and provided refresher training on defusing those types of calls.

Interviewed walk-in clients with concerns of State Law for child support orders.

Issued wage assignments to employers to deduct payments.

United Health Group Overland Park, KS

Subject Matter Expert / Customer Service Representative October 2005 – May 2008

Used cross training expertise on Prescription Solutions from Pacificare to prepare new employees for the production floor.

Claim Processing of all prescription drugs and analysis.

Mail Service Support to Beneficiaries.

Billing and Enrollment Support to process members for coverage.

Team Lead support provided to employees to work efficiently their responsibilities.

Research Team / Special Projects to provide minimal call escalations.

Searched for Medicare applicant files that required uploading for benefits in SAP

Entered financial reports for SSA to retrieve in SAP

EDUCATION:

Northwest Community College Senatobia, MS

2 Year Program – Computer Information Systems

Coldwater High School Coldwater, MS

Graduate May 1989 – Business Administration 4.0 GPA

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