Theresa Hinkelman

New Smyrna Beach, FL *****

386-***-****

ady3ta@r.postjobfree.com

www.linkedin.com/in/theresa-hinkelman-224287231

Work Experience

Navient

Remote

CSR - Customer Service Representative

March 2023 to August 2023

• Streamlined customer and service provider support for Lifeline and ACP programs, resolving 500+ queries monthly, resulting in a 40% reduction in response time and improved overall customer satisfaction.

Handled supplying prompt and correct information courteously and professionally to customers. Duties include guiding callers through troubleshooting, supplying detailed case statuses & next steps, and navigating necessary websites

MINIMUM REQUIREMENTS:

High School Diploma or G.E.D.

Location Requirement: All work must be performed in the United States for this remote role.

Experience in servicing customers with professionalism, diplomacy, and consideration for the customer’s requests or concern

High-speed internet access (Minimum 10 MBPS upload speed and 100 MBPS download speed)

You must use a provided ethernet cord and be hard-wired into your server from the router/modem. You will not be able to use Wi-Fi or a hotspot.

Cell phone

Must be able to download an app on a Smartphone or tablet.

Private workspace or home office free of distractions and outside noise

Excellent written and verbal communication skills.

Fast learner, ability to keep an in-depth understanding of the training curriculum.

Excellent PC and internet navigation skills

Efficient time management skills

PREFERRED QUALIFICATIONS:

Prior experience in a high-volume call center is preferred.

Detail-oriented with close attention to program compliance requirements, record-keeping guidelines, and file closeout expectations.

Ability to perform mathematical operations such as calculating percentages and working with large numbers.

Ability to use analytical skills to interpret and evaluate information.

Ability to read, write, and speak English (Bilingual preferred)

Ability to thrive in a fast-paced work environment.

Strong customer service skills and knowledge of customer service best practices

Ability to keep the confidentiality of program information.

Ability with Microsoft Word, Excel, Outlook, and Internet

Offers of employment are contingent upon a pre-employment background check including a drug test.

Location Requirement: All work must be performed in the United States for this remote role.

Alorica

Remote

CSR PHD Med D

October 2022 to January 2023

Provided support for pharmacy information management system to retail pharmacy employees. Provided specific pharmacy benefits information for commercial and

Medicare members. Documenting records of all reported concerns and issues using standard systems and procedures.

· Assisted customers with a warm and professional attitude

· Processed Overrides

· Assisted customers with questions

· Interacted with customers through live chat

NexRep

Remote

Temporary Marketing Coordinator

September 2022 to October 2022

The Marketplace Coordinator completes various steps in the

NexRep's Sourcing process daily and finds qualified independent marketplace contractors from the sourcing pool to be invited to provide services to NexRep’s clients. Essential Functions include but are not limited to: • Review and evaluate potential incoming marketplace contractors • Make outbound calls to schedule qualified contractors for phone assessments. • Conduct phone assessments to gauge contractors’ skills and qualifications to decide if they meet clients’ needs. • Use client guidelines to qualify contractors and offer marketplace opportunities.

•Represent the NexRep Marketplace in an upbeat manner when speaking to candidates on the phone. • Take part in regular team meetings as necessary to stay up to date on company and client policies and procedures • Answer incoming calls from contractors offering their services, as necessary.

•Adhere to client

KPI expectations and communicate regularly with the Sourcing Manager or Associate

Sourcing Manager. • Communicate with contractors via email promptly as necessary. • Perform other duties not outlined above as needed. Position

Performing basic computer operations and troubleshooting common problems

Independent Contractor - NexRep Priceline campaign

Remote

WAH Customer Service Representative

April 2022 to September 2022

· Assisted clients

· Answered the phone and assisted customers with changes

· Supported up-to-date knowledge of customer accounts

· Explained products and benefits

· Confirmed payments, refunds, etc.

· Resolved payment and order disputes

· My QA scores are above 70%

Scored in the following areas

Proper Greeting & Closing

Empathy & Communication

First Call Resolution

Previous notes & navigation

Call Control / Pacing / Urgency and Hold

Reason for Change / Probing questions / Active Listening & Comprehension

Case Management

Documentation

Privacy & Outbound call disclosure

Refund Process / Verify Fax / Note Cancellation

Transfer Process & De-escalation & Disconnect Policy Tendency to be reliable, dependable, and act with integrity at work

Training Independent Contractor - NexRep Priceline campaign

Remote

WAH Customer Service Representative

March 2022 to April 2022

3/28/22-4/29/22 Training for Customer Service Representative (WFH) thru NexRep for Priceline

· Performed data entry for customer information

· Managed client records

· Supplied policy and service information

· Assisted customers with a warm and professional attitude

· Answered frequent questions

· Answered calls from customers

· Resolved customer information and complaints

· Responded to claim inquiries

· Handled online orders and credit card transactions

Education

AA in Human Services Management

University of Phoenix

April 2013

G.E.D.

State of Ohio 1994

OTHER POSITIONS OUTSIDE OF WAH

Maintenance

Lyneer Staffing Solutions - New Smyrna Beach, FL

December 2019 to February 2022

Maintenance level II for Volusia County Coastal Division

Worked in various county parks and supplied maintenance and customer service

Event Specialist

ADVANTAGE SOLUTIONS INC - Volusia County, FL

November 2019 to December 2019

Walmart provided customer service by serving food

Crew

McDonald's - New Smyrna Beach, FL

October 2019 to October 2019

Prepped fast food

Housekeeping

Manpower - New Smyrna Beach, FL

September 2019 to October 2019

Cleaned hotel rooms and customer service

Traffic Control Specialist

AWP Traffic Control - Daytona Beach, FL

July 2019 to August 2019

Prep Cook

BOH - Fish Camp, CA

February 2019 to May 2019

Prep

Owner /Grower

S&T Microgreens - Volusia County, FL November 2018 to March 2019

Grew and Sold microgreens thru farmer's markets while supplying customer service as well

Dishwasher

JB's Fish Camp - New Smyrna Beach, FL

June 2018 to February 2019

Washed dishes

Driver

UBER

August 2017 to September 2017

Drove people to their destinations while supplying customer service

Residential Training Specialist

WORC Inc - Daytona Beach, FL

January 2017 to August 2017

Taught mentally challenged adults

Personal Support / Supported Living Coach

Suncoast new options, inc - Volusia County, FL

February 2016 to February 2017

Taught mentally challenged adults as well as supply them with customer service

Resident Assistant

Duvall Homes - DeLand, FL

November 2015 to February 2016

ADL's mentally challenged adults

Private Duty Housekeeper/HHA

Self-employed

May 2011 to January 2016

Jeff Brown

Christine Salajcik - Self-employed private duty case - 08-present-Case Management

Jackie and Arthur Vogel - Self-employed private duty hha/cm 08-10 housekeeping

Self-employed

August 2015 to October 2015

Housekeeper

Self-employed

June 2013 to June 2015

Self-employed

Housekeeper/Home Health Aide

Greg Petro - New Smyrna Beach, FL June 2011 to June 2013

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