Customer Service Call Center
Resume:
PROFILE
To obtain and secure a position where all of my skills and experiences may be
best utilized.
EXPERIENCE
FMLA Customer Experience Specialist, June, 2023 - Present Assist in the application process of FMLA/LOA/ADA/WPA over the phone, online, and in email responses for Employees of companies that we serve. Explain what FMLA/LOA/ADA/WPA. Provide follow-up via phone calls and email ensure timely processing of leave requests. Complete documentation on every phone call and email correspondence while maintaining confidentially, professionalism, and empathy.
Resolution Agent, MRS BPO, Taylor, AL- April 2022 - June 2023 Outbound and inbound calls in a call center setting for debt collections, customer service, and tech support. Provided legal disclosures. Processed payments and scheduled future dated payments. Documented/transcribed all interactions and phone calls with clients.
Special Projects Coordinator, Southeast AlabamaWorks, Dothan, AL - July 2021 - March 2022
Worked with and assisted the Executive Director in coordinating, implementing, and executing all workforce development efforts in the region. Assisted with providing a point of contact for private and public entities seeking information and assistance with workforce training in the southeast Alabama region. Responsible for assisting the Executive Director in organiz- ing and coordinating the organization’s day to day efforts to serve the work- force needs of regional business and industry, training providers, employ- ment agencies, Chambers of Commerce, EDA’s education officials, and elected leaders in all the counties within the region. Collected and entered data, created spreadsheets, documents, coordinated meeting schedules, editing, using MicroSoft Applications, digital technology, and maintains con- fidential information.
******.******@******.***
6754 County Rd 28
Slocomb, AL 36375
CELINA LAWHORN
Resolution Agent/HR Assistant, MRS BPO, Taylor, AL — February 2020 - July 2021.
Outbound and inbound calls in a call center setting for debt collections, customer service, and tech support. Provided legal disclosures. Processed payments and scheduled future dated payments. Documented/transcribed all interactions and phone calls with clients. Tracked employee attendance for all three call centers. Tracked FMLA and ADA attendance. Ordered supplies. Processed new hires. Transitioned new hires to nesting. Worked Security Desk.
Paralegal, Brock & Stout, Dothan, AL — July 2018-November 2019 Social Security Disability Case Manager, managing up to 300 file caseload. Provided backup support to the Supervising Case Managers, Case Managers, and Intake Managers. Completed intakes for new clients and returning clients using Firm Runner Software. Telephone correspondence with clients and Social Security Administration, Disability Determination Services, and Disability Adjudication Services. Filed paperwork to the client’s file from SSA, DDS, DAS, and medical records that were received from the client or the client’s medical providers. Transcribed online notes into the digital file using Prevail. Logged in mail, faxed/mailed SSA’s required paperwork (Forms 827, 1695, 1696, 3288, and Fee Agreement). Filed online appeals and mailed Paper Appeals with Disability Reports.
Paralegal/Legal Assistant Intern, Gibson & Associates Law Firm; Princeton, WV — September 2016 - May 2017
Opening and closing of the office. Support in office functions by sorting and distributing mail, email, answering incoming phone calls, taking messages, scheduling appointments, and returning calls. Correspondence with clients, opposing counsels’ office, public government agencies, and insurance companies. Reviewed files for medical malpractice claims and wrote up the medical summaries (related to my 15 years experience working in the medical field as an LPN and Certified Medical Assistant). Filed petitions for adoption, divorce, and expungement. Assisted with settlement brochures/ demands and disability cases. Requested medical records and billing statements in compliance with HIPPA Regulations. Transcribed letters, pleadings, filing for Pro Hac Vice documents, and data entry. Customer Service/Billing Specialist/Tech Support, Dish Network; Bluefield, WV — is April 2009 - June 2012
Managed customer accounts from inbound phone calls in the call center setting. Provided customer service through sales and setting up new accounts, upgrades of services/programming, and equipment. Provided tech support and offered loyalty incentives for customers wanting to disconnect their accounts. Transcribed and documented every phone call as per requirement. Acted as team mentor to assist team coach with overflow and provided instructions to other team members on how to best utilize the intra- office portal. Provided computer overrides and advised on how to best meet Quality Assurance.
EDUCATION
New River Community & Technical College, Princeton, WV — Associates Degree in Paralegal Studies, 2017
New River Community & Technical College, Princeton, WV — Associates General Studies, 2016
George C. Wallace State Community College, Dothan, AL — Practical Nursing (LPN Program), 1998
George C. Wallace State Community College, Dothan, AL — Medical Assisting Program, 1992
SKILLS
*Proficient with multiple versions of Windows and Office *Experience with Google Docs *Experience with Open Office *Experience with PACER and CM/ ECF *Experience with WestLaw *Billing *Collections *Filing *Receptionist
*Typing *Medical Transcription *Legal Transcription *Scheduling *Prevail Software *FirmRunner Software *Organizational Skills *Legal Research
*Acrobat *Medical Records *Lexis *Legal Drafting *Case Management
*Proofreading *Debt Collections *Medical Office Experience *Legal Office Experience *Multi-line Phone System *Clerical Experience *Knowledge of HIPPA Compliance *Insurance Verification *Customer Service (greater than 30 years) *Nursing Experience *Phlebotomy Experience *Lab Procedure Experience
REFERENCES FURNISHED UPON REQUEST
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