Experienced Customer Service & Office Leader
Resume:
Tomica Banks
An experienced team leader who has the ability to multi task, with a strong work ethic in customer service.
Kansas City, MO 64154
************@*****.***
Professional Summary
Office management professional with 20+ years of experience in both remote/front office roles. Skilled in enhancing client satisfaction through exceptional customer service and efficient operations. Adapt at coordinating communication and managing virtual office tasks. Seeking a remote position to utilize expertise in client interaction/administrative support. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Warehouse Order Picker
Staffmark-Kansas City, MO
December 2025 to January 2026
Accurately pick over-the-counter medical supplies using an RF scanner or a pick ticket. Walk up to 8 miles per day throughout the warehouse. Lift, carry, and move boxes weighing up to 30 lbs. Work efficiently and safely in a team-focused, climate-controlled environment. Support daily shipping goals and productivity standards. Be reliable, stay sharp
New Client Services
Accenture-Kansas City, MO
March 2022 to October 2025
• Handle inbound/outbound calls
• Review and evaluate claimant's information such as pay stubs, proof of identity, proof of residency
• Contact claimants to request necessary information needed on claim
• Be courteous/patient/a good listener
• Escalate issues
• Trainer on Front office/Back Office work items such as Fraud/Proof of employment/Proof of income/ Adjudications/Wage Recheck
• BPC/Benefit payment control unit that handles: 1099 G corrections, Fraud Reporting, Deceased Claimants Reporting, Lexis Nexis Step up-Direct Deposit, Email, Address Changes, Lost & Stolen Checks, Overpayments, Account flagged for Fraud/UPFI/Locked for Security reasons, Non-Fraud
• Assisting claimants with new registrations with applying for unemployment benefits, re opening claim, assist with getting issues reviewed/resolved, assist with action items or any supporting documents needed to move forward with claim
• Streamlined remote front office operations to improve team coordination and customer satisfaction.
• Follow Compliances/Rules and regulation/Privacy
• Call center setting
Customer Service Representative
E Team (contracture for Accenture)-San Antonio, TX November 2020 to March 2022
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Provide functional and/or technical support for resolutions for customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/ issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of incidents. Primary responsibilities are focused on the customer contact, not transaction processing.
• Support Lead-= request submissions, answer questions and follow guidelines/procedures and processing steps/assist with daily attendance/coaching's/trainings
• Assisting claimants with new registrations with applying for unemployment benefits, re opening claim, assist with getting issues reviewed/resolved, assist with action items or any supporting documents needed to move forward with claim, navigating company website, troubleshooting technical issues
• Follow Compliances/Rules and regulation/Privacy
• Call center setting
Floor Supervisor/Manager
A1 Beauty Supply-Denver, CO
January 2018 to August 2020
Reorganized sales floor merchandise to maximize product visibility and sales potential. Accurately handled cash transactions and provided superior customer service at a high-traffic retail location Part Time Supervisor
UPS-Commerce City, CO
March 2018 to July 2019
Supervised and motivated a team of 20 employees, ensuring adherence to safety standards and efficient workflow, run 9 different areas within 1 year, ensure packages are sorted to correct belt and correct destination.
Console panelist/Administration
UPS-Commerce City, CO
July 2016 to March 2018
Operated and maintained conveyor belt systems to optimize package sorting and minimize downtime, handle communication system between maintenance, hazmat and ALL supervisors and record all information onto Chief account.
Package Handler
UPS-Lenexa, KS
April 2013 to March 2016
Responsibilities
Sort packages 0-70 lbs onto a moving conveyor belt, must know each state zip code and sort by color, handle packages carefully, use teamwork when needed, assist with loading/unloading if needed. Accomplishments:
Able to assist hub managers with package jams and flow, and assist other departments as well. Skills Used
Safe work zone
Education
Medical billing and coding (Some College)
Pinnacle Career Institute-North Kansas City-Kansas City, MO September 2009 to January 2011
GED/ Certified nurse assistant (Trade school)
Excelsior Springs Job Corp
February 1989 to October 1990
Upper secondary education
Skills
• Security monitoring
• Managing clients in a customer support role
• Patient interaction
• Research
•
• Computer operation
• CPT Coding
• Record keeping
• Filing
• Fraud prevention and detection
•
• Client email correspondence
• Employee payroll
• Microsoft Office
• Customer Service Skills
•
• Customer relationship building
• Empathy
• Team motivation (leadership skill)
• Communication skills
•
• Baking
• Retail sales
• Data sorting
• Accounting
• Operating systems
• Workday
• Employment law
•
• Objection handling (sales technique)
• Attention to detail
• Productivity software
•
• Video surveillance
•
• Ms office, word excel, Excellent organization skills,typing, Office oriented, microsoft office
•
• Data privacy laws
•
• Benefits administration - Benefits administration experience (3-5 years)
•
• Microsoft Dynamics 365
• Benefits and compensation experience within government
• Contracts
•
• Customer support
• C.N.A
• Forklift
• Supervising experience
• Ethernet
•
• Practicing compensation analysis
• State-specific regulations in benefits management
• SharePoint
•
• Bookkeeping
• Teamwork
• Math
• Management
• Insurance investigations
• Word processing
•
• Client relationship management
• Technical troubleshooting support
• Data verification
• ICD-9
•
• Unarmed security
• Typing
• Machine Operator
• Restaurant Experience
• De-escalation techniques
•
• Customer service
• Quick learner who is determined
• Data filtering
• Growing experience
• Front Desk
•
• Good self-management skills and ability to prioritize tasks effectively
• Virtual Communication
•
• Investigative interviewing techniques
• Deli/bakery
• Client communication
• Microsoft Excel
•
• Hair Styling
• Accounts payable
• Call center experience
• Hostess Experience
• Warehouse Management
•
• 401(k) retirement plans
• Able to work independently with little to no supervision.
• Remote work
•
• Software support
• Nursing Home Experience
• Account management
• Operate office equipment
•
• Administrative Experience
• Data analysis skills
• Practicing benefits administration
•
• Live in assist. for the elderly
• Customer support ticket management
• Heavy lifting
•
• Office Software Proficiency
• Receptionist
• Time management
• Technical Proficiency
• Housekeeper
•
• Medical coding
• Teaching
• Bartender Experience
• Technical support
• Identity fraud investigation
•
• Microsoft Word
•
• Compensation analysis - Compensation analysis experience (3-5 years)
•
• Financial services
• Documentation review
• Call center
• Pallet Jack
• Medical Billing
•
• Administrative Coordination
• Windows
• - Remote Office Management
• Achieving sales targets
•
• Marketing - Marketing experience (11-15 years)
•
• Monitor dispatcher
• Multi-Tasking
• Insurance agencies
• Hospitality
•
• Customer complaint resolution
• Data collection
•
• Private investigation - Private investigator experience (3-5 years)
•
• Pension plans for retirement planning
• Phone communication
• Basic life support
•
• Insurance Verification
• Client interaction via phone calls
• Customer issue escalation
•
• Upselling
• Retail management
• Microsoft Outlook
• SaaS
• Computer literacy
•
• Remote access software
• AWS
• Computer skills
Awards
PEOPLE SPOTLIGHT
January 2024
Tomica Banks consistently sets an exemplary standard as a stellar agent. Her genuine passion for helping others radiates positivity throughout the team, demonstrates patience, compassion, insight and thoroughness in every interaction handles even the toughest calls with grace and finesse, dedicates herself to providing comprehensive assistance to every caller, cherished by both claimants and teammates. Sandra Turner-Fraser, as her Team Lead, considers herself fortunate to collaborate with her. TEAM MEMBER SPOTLIGHT
May 2023
Tomica Banks has worked on the project for almost 3 yrs and has dedicated herself to helping where she is needed, be it Front Office, Salesforce, or BPC. She goes above and beyond to ensure claimants are reassured and getting their claims investigated. Tomica is a calming presence for the claimants, the team, and is a joy to work with.
PEOPLE SPOTLIGHT
September 2022
Tomica and Melody started about the same time, and both followed the same path. Although Tomica was on the training team a little longer, and she does know Wage Recheck. Tomica is the backbone of Mark Blum's team. She is the other agents "Team Mom". She is always willing to help train new agents and share her vast knowledge of MDDOL. Thank you for supporting our people, Tomica! Certifications and Licenses
CNA
Assisting patient with daily health care
Food Handler
Groups
American Legion Member
2004 to Present
As a member I was named Man of Arms...My job was to keep the peace. Additional Information
GS-13 Grade
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