Customer Service Compliance Auditor
Resume:
Joshua Walters
Conway, AR 72034 ***********@*****.***
Education Diploma from Lakeside School District
Henderson State University to work towards earing an Associate’s Degree
Skills Advisor/Auditor. Champion of complex issues. Exceptional ability to empathize with individual who suffer from hard times or the loss of loved ones. Self-motivated and willingness to learn
Related 06/2015 – 01/2018
Work Teletech & AMP; UnitedHealthcare Solutions
History Customer Service and Tier 3 Compliance Auditor, Sherwood AR • Represented Teletech to provide exceptional customer service for UHC members. An Ability to navigate complex environments across UHC, Optum and other entities for a customized resolution. Provided compassion to customer service and resolved advanced issues to provide an immediate resolution for our members. Coordinated with Doctors and suppliers to source higher quality healthcare and safer/cheaper prescriptions drugs. Reduced cost for UHC customers by 60% while increasing profits
• Outperformed over 250 of my peers to become Compliance Auditor. Spearheaded daily audits of Complaints Appeals and Grievances submitted by UHC members to assist TeleTech’s revenue growth. Trained CSRs to on how to properly submit CAGs. Collaborated with my team to conduct product-specific legal research and monitored changes to requirements to mitigated risks and achieve compliance and prevent fines for noncompliance. Was sought out as an advisor to CSRs by team leads to help understand complex issues customers faced.
03/2018 – 12/2019
FIS Global
Customer Service, Little Rock AR
•Experienced working basic technical issues in a banking environment Decreased time customers spent reviewing prepaid debit cards and services by 30%. I would troubleshoot technical issues that customers face on a daily basis and communicated techniques while training my team to prevent errors in customers’ accounts. Implemented customer accounts and information that met confidential and to the highest accountability while ensuring the continuation and enhancement of services
•Tracked and documented inbound support requests. Mastered dedicate banking customer service via phone. Scheduled meetings about customer information and ensure accurate entry of private information. Expertly researched and documented requirements related to the enhancement needs of our clients
01/2020 – 11/2021
Siemens
Assembly line worker, Heber Springs AR
• Coordinated a team to properly build disconnect switches timely manner increase sales. Improved project time efficiency by 25%, finishing finishing even the most difficult work after countless employees left. Analyzed and read blueprints to make an accurate and correct switch inside the continuous communication and feedback with coworkers and supervisors to keep track of what switches have been built, boxed, or crated.
02/2022-07/2023
Serta Simmons
Sub-core Assembly, Aurora CO
• Assembled mattresses as outlined in established work instructions using a variety of pneumatic tools (e.g., c-ring hog-ring guns, staple guns, hot glue guns). Included the assembly of Hot Melt Bond units on the HMB machine; application of various, specified upholstered layers to HMB and open coil units; foam-encased pocketed coil units; application of specified upholstery layers; foam encasing and final mattress assembly. Strong ability to read and understand the English language to effectively read product descriptions, labels, shelves, and other product documents. Strong ability to understand basic math to ensure accurate product quantities.Strong ability to operate or willingness to learn material handling equipment (reach trucks, forklifts).
08/2023-Present
Semco
Assembly Line, Morrilton AR
•Abided by all safety rules and policies
•Performed checks, control shop paperwork, meet production standards
•Performed required functions of the manufacturing process
•Communicated with other stations on the assembly line to ensure maximum speed and accuracy
•Packaged finished parts
•Assisted in other areas as needed
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