Versatile Financial Services and Customer Care Professional

Roberta A. Calloway

Hazelwood, MO *****

Ph: 314-***-**** E: ********@*****.***

A Multi-faceted, driven and highly motivated professional seeks to continue my career in the financial industry or customer service, offering significant experience complemented by proven skills to enhance business objectives by utilizing my existing credentials.

Work Experience

Diligent Delivery Systems – Creve Coeur, MO

Customer Service Representative/Operations Dispatcher

●De-escalate situations involving dissatisfied customers, offering patient assistance and support.

●Guide callers through troubleshooting, navigating the company site, entering an order or taking the order over the phone.

●Review customer or client accounts, providing updates and information about routes or stats.

●Utilization of dispatch software, maps and tracking systems to dispatch appropriate vehicles and provided directions.

●Respond promptly and professionally to emails sent to the CARE center.

Regional Finance - St. Louis, MO

Assistant Branch Manager

Evaluate credit worthiness by processing loan applications and documentation within specified limits

● Interview applicants to determine financial eligibility and feasibility of granting loans

● Determine all applicable ratios and metrics and set up debt payment plans

● Communicate with clients either to request or to provide information

● Justify decisions (approvals/rejections) and report on them

● Complete loan contracts and counsel clients on policies and restrictions

● Update job knowledge on types of loans and other financial services

● Maintain and update account records

● Assess customer needs, explore all options and introduce different types of loans

● Develop referral networks, suggest alternate channels and cross-sell products and services to accomplish quotas

Apria Healthcare, AZ

Sleep Specialist (Work from home)

● Serve as the primary patient point of contact for inbound and outbound sales/calls.

● Collect payment or make payment arrangements.

● Educate patients on the value of sleep therapy and the resupply program.

● Handle expedited patient problems, complaints with possible resolutions for satisfaction.

● Frequently attend training or trained new staff to improve knowledge and performance level.

Xcelops, Clayton, MO

Customer Service Consultant (Work from home)

● Call center duties handle and interview potential candidates for the Ticket to Work Program.

● Contracted through Social Security Administration.

● Set appointment, update and initiate task for resolution for disability beneficiaries.

● Assist Peer Coaches with new agents when necessary.

● Direct beneficiaries to Job Counselors for job resources.

● Cross training other agents when necessary.

Express Scripts, St. Louis, MO

Prescription Benefits Specialist

● Worked in the call center processing prescription orders.

● Organized and coded all documents related to prescription medications for clients.

● Handled incoming and outbound calls with a 90 percent accuracy rate.

● Discussed methods on how to improve call flow and volume control substance callers. Serco, Wentzville, MO October 2016 - August 2017 General Clerk

● Handled inbound calls and outbound calls for members of Obama Care.

● Help members resolve any issues they have regarding healthcare insurance.

● Perform data entry – internal systems, where notes were taken from members’ records.

● Assisted in various administrative matters, per supervisor request, and maintained a wide variety of financial records manually and electronically.

Education

High School Diploma in General Studies

Roosevelt High School, St. Louis, MO

Associate's degree in Business Management

American Intercontinental University, Schaumburg, IL

Skills

●NMLS ID #952247

● MS Office (7 yrs.), Call Center (3 yrs.), Customer Service (10+ yrs.), Relationship

Management

● Volunteer program with Riverview School District

● Ranked #1 in Cross Selling Loan Products

● Supervising and leadership roles

●Salesforce

●Maintained/AS400

●CSI

●Notary Public

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