Service Agent Representative
Resume:
Shatteena L. Ford
adxvps@r.postjobfree.com
PROFESSIONAL EXPERIENCE
North Coast Medical Supply- United States Medical Supply 9/2022-Current Customer Service Agent
● Responsible for reviewing patient account to ensure that medical information is current.
● Assists with placing reordering diabetic supplies.
● Requests prescriptions and medical records as needed.
● Collaborates with other departments to ensure seamless continuity of supply allowances. Nan McKay & Associates : 10/2020-02/2022
Customer Service Team Leader
● Conducts research of client inquiries. Asks probing questions to provide a one call resolution
● Assists customer service agents with difficult calls.
● Monitors agent calls to provide coaching as well as learning opportunities
● Helps to ensure that agents adhere to scheduled lunches and breaks as well as call handle times
● Conducts reviews of housing applications to ensure that all required documents have been received and are valid
Carnival Cruise Lines: 02/2017- 06/2020
Funship Operator
● Greets callers in a warm and friendly manner.
● Gathers information to determine which department can best assist the caller.
● Responsible for mail correspondence for Loyalty program.
● Assists other departments with special projects as needed. Guest Solutions Agent
● Responsible for providing a one call resolution for guests travel agents.
● Reviews reservations to provide a desirable solution to benefit the guest and company.
● Uses product knowledge as well as knowledge of policy to educate guests and travel agents to enhance their travel experience.
● Escalates guest and travel agent issues to the appropriate department when needed. Career Xchange: 8/2016-02/2017
Affidavits processor-Arise Virtual Solutions
● Responsible for reviewing affidavit submission to ensure that the document meets guidelines for approval
● Contacted business owners and representatives with recommendations if the affidavit did not met requirements
● Responsible for uploading all pertinent documents to the representative's file as well as sending confirmation of approval
Zumba Fitness LLC:6/2011-1/2016
Customer Care Professional
● Responsible for educating ZIN members on marketing their classes and building a brand as a successful Zumba instructor by utilizing expert product knowledge.
● Responsible for placing outbound calls to ZIN members to collect payment of membership fees or to reenroll in the program.
● Followed up with other departments to ensure a timely resolution for the customer.
● Performed receptionist duties when needed.
Issue Resolutions Coordinator- Chargebacks and Decision Manager Team
● Responsible for addressing credit card transaction dispute cases that were received from the consumer’s financial institution.
● Reviewed orders that were flagged as suspicious by the Decision Manager program
● Compiled monthly numbers for a MS PowerPoint presentation for the Management Team. AnswerPro LLC: 5/2009-8/2010
Customer Service Agent
● Responsible for researching and resolving customer inquiries via telephone and email.
● Assisted customers in placing orders and resolving technical issues.
● Reviewed customer accounts and explains company policies and procedures United Health Group: 5/2007-10/2008
Member/Provider Relations Representative
● Explained benefits, coverage, complex policy and procedures of plan to both members and providers.
● Reviewed and explained claims, and sent back for reprocessing if necessary
● Responsible for placing outbound calls to providers to explain payment methodology. Convergys Corporation: 06/2006-05/2007
Customer Service II- Team Leader
● Responsible for resolving complex customer requests
● Processed payments and adjustments on customer accounts.
● Performed as assistant to Team Manager when call volume allowed Precision Response Corporation: 9/2001-6/2006
Customer Service Representative-Team Lead
● Responsible for assisting agents with difficult calls.
● Assisted the team manager in insuring agent adherence
● Processed large adjustments and credits on customer accounts. Skills:
Knowledge of MS Word, MS PowerPoint, MS Excel and MS Access. Experience faxing, copying, filing, documenting, and customer service. Education:
Miami Central Senior High School
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