Data entry
Resume:
Theresa Hinkelman
New Smyrna Beach, FL *****
****************@*****.***
(Documents are attached below)
Summary
Experience of 1+ years as a Customer Service Representative.
Skilled in assisting customers with questions.
Proficient in using client guidelines to qualify contractors and offer marketplace opportunities.
Education
Associate in human services management, University of Phoenix, April 2013
G.E.D., State of Ohio, 1994
Experience
Maximus May 12th-Present
Counselor – Enroll/Elig
SOA AR ES Project Clerical
•Supporting Arkansas Eligibility
•To support the Arkansas Department of Human Services (DHS) with clearing the backlog and completing new eligibility tasks on an ongoing basis.
•Eligibility staff will complete eligibility tasks in ARIES, Arkansas DHS eligibility system.
•Cases requiring escalation will be sent to DHS for review.
•ES will process tasks in a first in first out fashion for all eligibility worker queues.
•Staff will process all open eligibility tasks on a case, not just the task chosen in a queue.
SGS-MAXIMUS- Sept 25th 2023-May 12th 2024
Counselor – Enroll/Elig
SOA AR ES Project Clerical
Supporting Arkansas Eligibility
To support the Arkansas Department of Human Services (DHS) with clearing the backlog and completing new eligibility tasks on an ongoing basis.
Eligibility staff will complete eligibility tasks in ARIES, Arkansas DHS eligibility system.
Cases requiring escalation will be sent to DHS for review.
ES will process tasks in a first in first out fashion for all eligibility worker queues.
Staff will process all open eligibility tasks on a case, not just the task chosen in a queue.
Navient Mar 23 - Aug 23
CSR - Customer Service Representative
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.
VCC
Navi Nice soft phone
ServiceNow SNOW
NLAD
Navigator
Alorica Oct 22 - Jan 23
WFH WAH CSR pharmacy help desk (PhD)
PHD MED D
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 Sep 22 - Oct 22
Temporary Marketing Coordinator
Marketplace Coordinator Job Status: Part-time, Non-Exempt Reports to: Sourcing
Manager Job Summary: The Marketplace Coordinator completes various steps in the
NexRep Sourcing process daily and finds qualified independent marketplace contractors from the sourcing pool to be invited to provide services to NexRep’s clients.
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 client’s needs.
Use client guidelines to qualify contractors and offer marketplace opportunities.
Represent the NexRep Marketplace in a positive and 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
Communicate with contractors via email promptly as necessary.
Perform other duties not outlined above as needed.
Performing basic computer operations and troubleshooting common problems
Independent Contractor - NexRep Priceline Apr 22 - Sep 22
WAH Customer Service Representative
Provided assistance to clients.
Answered 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 – Remote Mar 22 - Apr 22
WAH Customer Service Representative
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.
Lyneer Staffing Solutions - New Smyrna Beach, FL Dec 19 - Feb 22
Maintenance
Maintenance level II for Volusia County Coastal Division
Worked in various county parks supplied maintenance and customer service.
ADVANTAGE SOLUTIONS INC - Volusia County, FL Nov 19 - Dec 19
Event Specialist
In Walmart's provided customer service by serving food
McDonald's - New Smyrna Beach, FL Oct 19 to Oct 19
Crew
Prepped fast food.
Manpower - New Smyrna Beach, FL Sep 19 - Oct 19
Housekeeping
Cleaned hotel rooms and customer service.
AWP Traffic Control - Daytona Beach, FL Jul 19 - Aug 19
Traffic Control Specialist
BOH - Fish Camp, CA Feb 19 - May 19
Prep Cook
S&T Microgreens - Volusia County, FL Nov 18 - Mar 19
Owner /Grower
Grew and Sold microgreens through farmers markets while supplying customer service as well.
JB's Fish camp - New Smyrna Beach, FL Jun 18 - Feb 19
Dishwasher
Washed dishes
UBER Aug 17 - Sep 17
Driver
Driving people to their destinations while supplying customer service.
WORC Inc - Daytona Beach, FL Jan 17 - Aug 17
Residential Training Specialist
Taught mentally challenged adults.
Suncoast new options, inc - Volusia County, FL Feb 16 - Feb 17
Personal Support / Supported Living Coach
Taught mentally challenged adults as well as supplying them with customer service.
Duvall Homes - DeLand, FL Nov 15 - Feb 16
Resident Assistant
ADL's mentally challenged adults
Private Duty Housekeeper/HHA
Jeff Brown May 11 - Jan 16
Self-employed.
Christine Salacia - Self-employed private duty case - 08-present-Case Management
Jackie and Arthur Vogel - Self-employed private duty hha/cm 08-10 housekeeping
Housekeeper Aug 15 - Oct 15
Self-employed.
Self-employed Jun 13 - Jun 15
Self-employed.
Greg Petro - New Smyrna Beach, FL Jun 11 - Jun 13
Housekeeper/Home Health Aide
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