Customer Service Data Entry

Chalisa Angelle

619-***-**** • ************@*****.*** • Secret Clearance – Granted Oct 2019

A Telephone System Analyst with 6+ years of experience in fulfilling different organizations' needs and requirements. A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.

Experience

NOVEMBER 2019 - 2023

(Remote) Telephone System Analyst (Contractor) – Gov Solutions – San Diego, California

Provided telephone, voicemail, and conference bridge support for NWIC Pacific, ensuring smooth and uninterrupted telecommunication services

Coordinated with customers, telephone technicians, and the Base Communication Office (BCO) to address telecommunication service-related issues and resolve them in a timely manner

Supported Telco Operational Support by tracking telephone usage, equipment location, and managing related records

Assisted in the maintenance and management of the Telco database, ensuring accuracy and completeness of information

Verified and confirmed eligibilities, enrollment invoices, and coverage using the Benefit Connect (BC4) program

Managed and maintained profiles, coverage, and eligibility for clients and employees using the Employee Self Service (ESS) program.

Handled multi-line phones and managed incoming calls with the Call Interactive Contact (CIC) program, delivering excellent customer service and maintaining professionalism

Collaborated with cross-functional teams to troubleshoot and address telecommunication issues, ensuring prompt resolution and customer satisfaction

Processed customer service requests via phone support and email support and notated customer correspondence in CRM to track request, problems and solutions

JUNE 2019 - NOVEMBER 2019

Data Entry / Account Administrative Assistant - Sullivan Moving and Storage – San Diego, California

•Performed administrative tasks and assisted in executing business solutions

•Successfully entered data into company database and validated the accuracy of valuable company information

•Used and analyzed data from automated information aggregators to update the database

•Generated data reports, enter company findings into the database and perform backups

•Supported data entry across departments as requested, switching promptly to new projects

•Demonstrated proficiency in preparing and completing revenue reports for all local moves

AUG 2018 - JUNE 2019

Customer Service Representative – Willis Towers Watson – San Diego, California

Properly diagnosed customer needs and proactively educated them on medical benefits

Assisted customers with resolving complex customer issues and implementing targeted solutions by general education on policies

Provided exceptional customer service, assisting clients with inquiries and resolving any issues related to enrollment and coverage

Collaborated with cross-functional teams to ensure compliance with HIPAA (Health Insurance Portability and Accountability Act) and PPACA (Patient Protection and Affordable Care Act) regulations.

Utilized the Computer-Integrated Communication (CIC) system to handle incoming calls, voicemails, and transfers

Documented customer correspondence in CRM to track requests, problems and solutions.

Properly diagnosed customer needs and proactively educated them on medical benefits

Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools

Type 47 WPM

Efficient and Detail-Oriented

Technical Support

Medical Insurance Rep

Supervisory Experience

Email Support

Understanding Customer Needs

Billing

Creative Problem Solving

Call Documentation

Order and Refund Processing

Data Entry

CRM Software

LiveChat Support

Time Management

Microsoft Office

Skills

Education

Steele Canyon High School – Diploma

Cuyamaca College – 20 credits toward AA (Business Management)

MyCAA (Military Spouse Program) - Medical Front Office and Electronic Health Records Certification

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