Customer Service
Resume:
Daquanna Brooks
Customer Service
Attleboro, MA *2703
************@*****.***
Professional Summary
Call Center, customer service positions, Analyst, Telemarking, HIPPA. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Account Coordinator / Administrative Receptionist
The CCS Companies (Credit Collections Services)-Norwood, MA June 2024 to Present
Account Coordination team, working in various client systems, completing data entry tasks, credit reporting, and other general office tasks, as assigned
• Review and take action daily on credit hold accounts with new orders to be released.
• Identify outstanding account receivables.
• Investigate historical data for payments and outstanding invoices.
• Take action in order to encourage timely payments.
• Conduct account reconciliations to ensure billing or disputed issues are resolved
• Resolve customer credit issues.
• Utilize accounting software to track accounts and update payment status The Administrative Receptionist is responsible for answering CCS’ multi-line telephone system, accurate message taking, and relaying messages to the proper point of contact Additionally, the Administrative Receptionist is responsible for supporting the Answers incoming telephone lines and direct calls to appropriate departments and personnel Takes efficient and accurate messages and relay information to appropriate personnel, in a timely fashion Greets and screens all visitors, clients and vendors while adhering to CCS Security policies and practices, assigns security badges to visitors/vendors, temporary associates, and maintains the building log for visitors and loaner badge access
Demonstrates respect and regard for all clients, visitors, and fellow employees to ensure a professional, responsible, and courteous environment
Promotes effective working relations and work effectively both as part of the department team and cross functionally with other departments to contribute to the achievement of company goals and objectives Payment Analyst (Remote)
Penn Interactive Ventures-Cherry Hill, NJ
July 2021 to May 2024
• Analyze player behavior, interpret facts from the evidence shown, draw conclusions based on this review, and communicate your findings.
• Review and process payments/withdrawals in a timely manner.
• Investigate and resolve issues related to payments, including reconciliation of transactions and missing deposits.
• Identify trends in withdrawals and deposits where players may be attempting to circumvent state and/ or federal reporting protocols.
• Partner with third-party providers to resolve player issues related to deposits and withdrawals.
• Compile and manage daily reports and account reviews.
• Maintain and share detailed notes related to player transactions.
• Complete applicable workflows to meet player satisfaction criteria.
• Liaise with Player Experience Associates whenever players have questions related to deposits and withdrawals.
Fraud Analyst (Remote)
IGT Global Solutions Corporation-Providence, RI
January 2021 to July 2021
Responsibilities are to monitor bank accounts, financial transactions, accounting paperwork, and other financial documents and analyze the data to identify any potential fraudulent activity. Fraudulent/improper activities by players of IGT’s lottery, casino and sports betting customers
• SME responsible for proactive and reactive fraud management including but not limited to learning system functionality, identifying and recommending appropriate changes to systems and processes to mitigate risk and improve payment efficiencies
• Develop, review, recommend and implement policies and procedures to detect and prevent the occurrence of fraudulent, illegal, or improper activities
• Conduct in-depth data analysis, validation, and investigation as needed using multiple systems, consolidating data, and manually manipulating large sets of data from gaming, payment and identity validation systems
• Compile reports and gather KPI data to keep management informed of department activities, such as the nature and status of the investigations in progress, determining and recommending appropriate punitive or actions and restitution to affected customers
• Chargeback management including responding to payment disputes, tracking, and recovery of potential losses due to fraudulent, illegal and/or improper activities
• Maintain customer relationship by providing support and responding to customer inquiries in a timely manner
• Incident management and escalation in accordance with established policies and procedures
• Assist in ensuring compliance with regulatory obligations by reviewing regulatory requirements, AML policies, customer policies, etc. and making recommendations/policy updates accordingly
• Stay appraised of current laws, regulations, and common fraud practices in the gaming field Customer Service Representative
Displays2go-Fall River, MA
January 2020 to March 2020
• ENDED DUE TO COVID-19
• Inbound/ Outbound calls
• walking customers through Displays2go products on web, including answering technical support questions
• Efficiently respond to customer emails and chat at all times
(Temp) Provider Relations Administrative Assistant Blue Cross Blue Shield-Providence, RI
March 2019 to June 2019
• Accurately input, update, and maintain data in the systems.
• Perform data quality checks to ensure accuracy and consistency.
• Assist in the organization and categorization of data.
• Collaborate with team members to identify and resolve data discrepancies.
• Maintain confidentiality and security of sensitive information (HIPPA)
• Outbound calls to providers to update information in the provider directory
• Efficiently faxed out paperwork to providers to update their data
• Filed Folders /data work alphabetically
• Worked in Microsoft Excel to create data sheets for providers
(Temp)Customer Service Support Representative
Virgin pulse Tech Company-Providence, RI
July 2018 to December 2018
Responsibilities include answering member inquiries via various channels (phone, chat and/or email). The job primarily entails being on the phones with members that are part of our wellness program effectively listening and troubleshooting their problems about our devices similar to (fit bit) etc opening tickets and either providing a solution from the database or escalating to tier 2. iOS/ Android trouble shooting
(Temp) Provider Service Representative/Claims
Neighborhood Health Plan (NHP)-Smithfield, RI
December 2017 to July 2018
Responsible for answering telephone inquires via the claims call center and meeting and maintain all required metrics, including call quality standards * Responsible for review and resolution of all provider correspondence related to claims reimbursement * Identify areas of repetitive billing issues and rejected claim submissions to provide suggestions for provider education. Work directly with Provider Engagement and Contracting to achieve effective outreach to the provider for improvement and increased first submission claim adjudication.
(Temp)Customer service representative
Honeywell Safety Products-Smithfield, RI
July 2017 to October 2017
Receiving Inbound calls from distributors about there shipments, deliveries, stock etc (SAP) System Making outbound calls to customers to start the processing on setting up accounts for footwear brands purchases.
Worked in the customer entry box. (Emailing) Emails coming in from the customers about there shipments or different products and processing time, tracking etc 401k Retirement Specialist
Transamerica-Norwood, MA
July 2016 to January 2017
Educate participants about there 401k plan
Enrollments/investments
Change deferrals
Process loans /hardships/withdrawals
Pharmacy Tech II
CVS Health-Cumberland, RI
November 2015 to March 2016
CVS Health Prescription Records team serves as the sole managing interface for CVS Retails’ legal, subpoena, regulatory, attorney, patient and third-party record demands for patient and prescriber prescription records.
This position will handle incoming customer inquiries by phone, fax and email in a contact center environment.
Data processing of these requests while ensuring the accuracy of details provided, along with incorporating Protected Health Information,
Personally Identifiable Information, to satisfy regulatory demands and subpoena demands in accordance with state and federal HIPAA/Privacy requirements. Life science Call Center Operator
Tunstall-Providence, RI
August 2014 to May 2015
Responsibilities
taking inbound calls from patients through home care industries and cancer facilities Scheduling appointments, relying messages to nurses and doctors Customer Service
Madrags (Retail Clothing Store)-Pawtucket, RI
April 2011 to April 2012
cashier
provided exceptional customer service to customers, processed shipments, Transporter
Rhode Island Hospitals-Providence, RI
June 2010 to August 2010
summer job
transported patients and medical records through out the hospital. MRI, Cat scans, X-rays etc
Education
Customer Service Skills
The Airline Academy - Daytona Beach, FL
July 2012 to August 2012
Diploma
Metropolitan Regional Career and Technical Center
June 2011
Providence Academy of International Studies
2007 to 2010
Skills
• Microsoft Office
• Customer service
• CRM software
• iOS
• Zendesk
• Mobile devices
• Microsoft Access
• Negotiation
• Administrative experience
• Android
• Data analysis skills
• SAP
• Filing
• Customer support
• Microsoft Outlook
• Sales
• Microsoft Powerpoint
• Excel
• Analysis skills
• Organizational skills
• Outlook
• HIPAA
• Computer skills
• Technical support
• Windows
• Live Chat (Zendesk System)
• Mobile Devices
• Microsoft Excel
• Administrative Experience
• Communication skills
• Live chat
• Technical Support
• Microsoft Word
• Phone etiquette
Certifications and Licenses
Driver's License
Additional Information
OFFICE SKILLS:
Typing 35wpm, Microsoft Works, PowerPoint, Word, excel,CRM systems, Sales Force, SAP, Zendesk Chat etc
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