Customer Service Specialist with Federal Experience
Resume:
Demetrious Small
***************@*****.***
Work Experience
Customer Service Agent//FEMA//Veteran Affairs/Federal
Deloitte US.-Work from home
August 2024-February 2026
●Served as a direct point of contact for individuals registering for federal assistance.
●Performed additional duties assigned based on FEMA's level of support to the event/ including Registration Intake, Helpline, Transitional Sheltering Assistance, outbound calls, conducting document reviews, and providing referrals to other disaster assistance providers.
●Attend scheduled shift meetings and read over preshift to receive event-specific information prior to beginning shift.
●Answered Inbound calls to assist Veterans with scheduling, rescheduling appointments with providers in Mde4vets system, assisted Vets with accessing their VA portal
●Outbound calls to provider on behalf of the Vets to resolve all resolutions
●Assist vets with travel reimbursement checks, updated emails, contact number, address and verified their POA.
●Make sure the provider exam is completed in a timely manner, in which we submit it to the VA benefits office to determine the vets claim.
●Document, disposition and recapped all calls in the Veteran Connect system for case history details.
Data Processor/Payroll Associate
Wells Fargo - Garland, TX
September 2022 to April 2024
●Data entry/scanned and additional mail room tasks.
●Researched and processed opened mail and adjustments to accounts on various systems.
●Worked in Time and Labor and other Internal web-based applications/platforms.
●Processed statements written by different management employees regarding payroll issues.
CSR III Operations
Maximus - Dallas, TX
April 2021 to September 2022
●Maintained a current understanding of CDC-Info procedures to provide knowledgeable responses to clients.
●Maintained appropriate documentation of phone inquiries and set appointments for clients.
●Utilized database and written materials to look up and provide information to telephone inquiries.
Enrollment Specialist
Willis Towers Watson - Richardson, TX
October 2020 to April 2021
●Assisted clients on Medical Assistance in choosing and enrolling into a Healthcare Organization.
●Educated clients as to their rights and responsibilities.
●Coordinated services with other professionals to provide quality services for our clients.
●Worked with external partners in organizing clinics for those in need of medical and dental services.
Call Center and Processing Agent
LYNX Services - Irving, TX
October 2019 to April 2020
●Inbound and outbound calls emailed and chatted online with other professionals (Tow services, Insurance adjusters,Insurance companies)
●Accurately entered and processed customers' auto claims into the system database.
●Documented all calls and created cases for each customer.
Reservation Associate
Virgin America Airlines
May 2017 to April 2019
● Accessed resources and customer account information to resolve issues, quoted fares, book travel, updated itineraries, and performed other travel-related functions.
● Promoted frequent flier programs, in-flight services, and services from affiliate companies.
Participant Service Representative
Conexis
November 2009 to April 2017
● Received incoming calls from participants pertaining to billing questions related to COBRA, RAS, Direct Bill accounts.
● Worked with windows environment including Microsoft word, Excel, Outlook, and Access
● Maintained a prominent level of customer service while keeping an average speed to answer with SLA guidelines.
● Created cases, general filing, and data entry work for all departments.
● Updated insurance coverage for participants.
Education
Intern/Legal Assistant
Herrman & Herrman P.L.L.C. - Dallas, TX
July 2003 to January 2006
Associate degree in Criminal Justice
Everest College - Dallas, TX
July 2002 to January 2005
Bachelor of Science in Criminal Justice
American InterContinental University
December 2021 to April 2024
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