Brenda Smith

*** ***** ***, ***. *, Sacramento, CA 95826

916-***-**** adz3qu@r.postjobfree.com

OBJECTIVE

To obtain a position where I can showcase my skills I have learned such as the ability to calculate solutions to math problems involving addition, subtraction, division and multiplication.

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QUALIFICATIONS

·Customer Service experience in a call center environment

·Excellent interpersonal, organizational, and customer service skills

·Working knowledge of NCUA and credit union terminology

·Clear writing: grammar, punctuation, spelling, vocabulary

·General principles, procedures and practices of recordkeeping

EXPERIENCE

Provider Enrollment – Blue Shield of CA, Rancho Cordova CA 6/2016 - 5/2018

As part of the Provider Information & Enrollment team; Senior Representative’s review, research and resolve inquiries received via telephone or written correspondence regarding provider contracting status and responsibilities, corporate communications, licensure, business structure, reimbursement, credentialing and updates to policies and procedures.

·Researches, resolves and responds to provider inquiries verbally or in writing.

·Consistently performs established performance metrics for high level data entry; including quality, production, and average turn around time.

·Consistently performs established call center performance metrics, such as quality, production; average talk time and phone staffing averages.

Works with minimal supervision.

Call Center Rep – First Tech federal credit union, Rocklin CA 2/2016 - 6/2016

Working in a call center setting I took 50-65 calls daily ranging from new accounts, to sales to assisting with ordering new debit and credit cards.

·Assisted with applications for new accounts such as checking, savings and any credit product.

·Locate Co-op and shared network branches for members to do their daily banking at.

·Explanation of fees and other NCUA affiliated insurances.

Call Center Team Lead – Maximus, Folsom CA 10/2015 – 2/2016

As a team lead my main function is the development and support of the call center employees. Day in and day out providing superior customer service to members, providers and pharmacy reps through phone, fax, email and other sources of contact.

·Educated customer education on products and services within the healthcare industry.

·Interact with other team members to provide expertise and assistance in resolving participant issues.

·Maintain accurate and timely case notes on all customer contacts and document activities.

Team Lead - Verizon Wireless, Rancho Cordova CA 1/2013 - 9/2015

As a Team Lead, provide back-up support and training for my team. Also assist in development and maintenance of processes, implement client specific processes and communicate process changes to team.

·Educated customers on rate plans, contract dates and account maintenance.

·Ensured that customer issues were resolved on the first interaction rather making sure they had all pieces of equipment and/or all discounts.

·Provided employees with weekly 1-on-1 feedback sessions and call support.

Team Lead - Wells Fargo, Sacramento CA 12/2008 - 08/2012 Assisted with development and maintenance of processes, implemented client specific processes and communicated process changes to team.

·Provided coaching and mentoring to new agents and assisted supervisor with assignments and monitored the team's daily production.

·Took initiative to solve escalated issues that arose with customers.

EDUCATION

B.A. Social Science, Cal. State Los Angeles, Los Angeles CA 11/1985

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