Customer Service

PROFESSIONAL PROFILE Highly professional and articulate office professional with over 20 years of experience in a professional security and office environment. Detail-oriented, with experience in technical assessments, caseload management, and customer service. Effective communication skills with the ability to work in a team or function independently with minimal supervision and handle multiple competing priorities. A self-starter with determination and ability to capitalize on provided resources. Works well with clients and coworkers at all levels. Strong work ethic, with eagerness to learn and willingness to contribute toward company goals.

OBJECTIVE To secure a challenging and rewarding position in a field that offers opportunities for performance-based career advancement in a setting that utilizes my degree and experiences.

EDUCATION

American Public University System Charles Town WV

Bachelor of Arts in Criminal Justice, (expected graduation date Dec 2019)

Liberty University Lynchburg VA

Bachelor of Arts in Criminal Justice, (Aug 2013 -Jan 2014)

CORE TECHNOLOGY COMPETENCIES Windows XP Vista Microsoft Office 2003, 2007, 2010

WORK EXPERIENCE

Georgia Department of Public Health, Augusta, GA

Contact Tracer/Case Investigator

Understand the Case Investigation, testing, and contact tracing process in the context of a pandemic

Call and conduct interviews with people with a positive test for COVID-19 to provide instructions and gather information, which is input to the digital system

Identify close contacts of cases and input to the digital system

Respond to common questions and provide information/recommendations regarding isolation

Communicate with cases in a professional and empathetic manner

Collect information on symptoms during the call and record into digital system

Coordinate with Care Resource Coordinators if necessary, to refer cases to local support resources

Exhibit critical thinking during interviews to identify trends, gather additional information, and escalate any risks where necessary

Understand daily workflow and collaborate across the team

Role may require performing additional COVID-19 response related activities

Contacts those people to gather information on who they’ve been in close contact with during the period when they may have been infectious.

Responsibilities include providing infectious and potentially infected individuals with resources and instructions on appropriate next steps.

RICHMOND COUNTY SCHOOL SYSTEM - Augusta, GA

Transportation Driver (Nov 2017- Present)

Operate the school bus in a safe and efficient manner.

Conduct thorough pre-trip and post-trip inspection of the school bus and its special equipment.

Maintain orderly conduct of student passengers.

Report unsafe acts or conditions

Operate the school bus in accordance with the laws of the State of Georgia and the policies of the State and local boards of education.

Conduct emergency evacuation drills as required by the local school system.

Communicate effectively and professionally with school staff and public.

Complete legible, accurate and required reports in the prescribed manner and on a timely basis.

Provide maximum safety for passengers while on the bus and during loading and unloading.

Operates assigned school bus in compliance with state and county laws, School Board policy and Department of Education regulations (Speed, stopping at RR crossing, pre-trip inspection, use of lights, use of seat belt etc.).

Keeps records of operation of bus and submits required reports: compiles and submits accident report information and reports prolonged traffic delays

TELEPERFORMANCE – Augusta GA Customer Blue Cross Blue Shield/Well Care Service Representative (Nov 2015 - Nov 2017)

Facilitate research and resolution of complaints through interaction and communication with the appropriate parties, which includes but is not limited to, department team members, employees within the organization, physician offices, and/or contracted plan representatives.

Perform account reconciliation, billing and payment posting.

Educate customers on benefits programs by providing information related to the use of a plan, eligibility, appeals process and claim status concerns. This includes providing information pertaining to the managed care organization, related services, practitioners providing care, and members' rights and responsibilities.

Providing customers with explanation of claims, group and individual contract benefits

Multi-tasks between inbound customer calls and other prioritized projects or duties.

Works cohesively with team members to ensure delivery of outstanding customer service, in a positive work environment, that supports the department's ongoing goals and objectives.

Serve as a liaison between all customer service support functions, group administrators, members/policyholders, and providers.

AUGUSTA STATE MEDICAL PRISON Grovetown GA

Correction /Property Officer (Dec 2001 - Apr 2014)

Transported inmates to medical appoints, other correctional facilities, and into the community (upon sentence release)

Enforcement of facility rules, regulations and applicable legislation

Performed inmate search and environs for contraband

Maintained order and discipline within the institution

Answered call from other institutions, officers, administrative staff, and families by addressing inquiries, solving problems concerning inmate personal property, inventory, allowed personal property entered into prison, and release of inmate property.

Earned management trust by serving as key holder of secured building and rooms.

Greeted officers, inmates, administrative staff from own and other institutions to ascertain what each person wanted or needed.

References Are Available Upon Request

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