gail smalls

Gail Smalls

** ****** ****

Bluffton, SC *****

Home: 843-***-****

Cell: 843-***-**** or 973-***-****

E-mail : ********@*****.***

OBJECTIVE

To obtain a job opportunity that would enable me to utilize, as well as expand my current skills; learn new and innovative things; while being an asset to your organization as I launch my career.

SUMMARY

I bring to you a detail oriented person with extensive experience in customer service. One who excels in interpersonal, written and verbal communication with all levels of management as well as other associates. I have the ability to handle multiple projects simultaneously, under strict deadlines. I have, over the years, acquired a working knowledge of medical, dental and pharmaceutical terminology. Also, am familiar with the field of telecommunication.

EMPLOYMENT

2005 - Present

Madison, NJ

Verizon Company Consultant

Receives and process requests from existing or new customers or their agents (where applicable) for installation, disconnection, or changes of telephone systems and services. Meets or (most often) exceeds corporate requirements for sales objectives through identification of customer needs and recommendation of telephone product and services to accommodate same. Discuss, investigates, and resolves disputes, complaints and inquiries regarding customers' service, billing, rates, adjustments, policies, etc. Initiate collection of delinquent bill(s) telephonically, in writing, or in person at a designated payment center(s). Establish and assess customer’s credit information. Interact with other departments and telecommunications customers by telephone, in writing or via the automated system to implement new communication systems or resolve disputes and problems. Operated a computer terminal; tasks included accessing multiple systems to establish, update or retrieve customer service data while simultaneously negotiating with customers and/or company employees. Meet or exceed deadlines while satisfying customer requirements and needs promptly, accurately and pleasantly. Complete clerical activities associated with collection of overdue bills, and with the referral of accounts to collection agents. Represent the company in court cases when legal claims are filed on service accounts. Prepare necessary paperwork required for transmitting denials, rest orals and disconnects for non-payment. Conduct telephonic customer training and provide them with sales fulfillment materials.

2004 - 2005

Parsippany, New Jersey

Delta Dental, NJ Customer Service Associate

Served in the capacity of Customer Service Representative for four months in the call center. I processed dental insurance and other claims submissions as they came in and performed various other duties as needed.

2002- 2004

Newark, New Jersey

NORVERGANCE (Telecom) Executive Administrative Manager (Financial Notification)

I served as Assistant to Director of Financial Notification. Managed team of (20) members: (12) Financial Specialist, (5) Administrative Assistants, (2) Credit Analyst and (1) Legal Liaison. Made work assignments and distribution to team members. Created new reports and updated existing reports as required. Established new, or modified existing documents as needed. Provided training for new employees as they were hired. Worked closely with other departments to ensure that issues were resolved prior to initiating the funding process. Implemented new processes, when necessary, to assist other department’s transition (sales, customer service, installation, wireless, others). Researched projects and provided assistance on numerous tasks for the Director and other managers on many projects. I scheduled appointments, using outlook calendar, for internal personnel and other members of the Norvergence’s organization. Also, provided other administrative tasks such as scheduling leave, maintaining attendance records, calculating employee commission, made travel arrangements and other administrative tasks as necessary.

2003 Gill For Senate

Montclair, New Jersey Office Assistant

I served as a Receptionist. In that capacity, I verified and approved documents for mailings; Maintained Personnel Logs; Provided overall supervision of the entire office and staff. Using office software applications, I prepared reports; scheduling speaking and other engagements; set-up appointments and other meeting. Ordered Supplies, phone lines and etc. as required.

1997- 2002 Medco-Health L.L.C.

Parsippany, New Jersey Senior Lead (Resolutions Supervisor)

Served as Senior Resolution Supervisor in the pharmaceutical area of the company. We handled pharmaceutical issues ranging from incorrect medication, prior/new authorization request, eligibility status and etc.. Met and maintained the Call Center established earmark goals. Other duties included monitoring calls, training employees, to include my employees and customer reps; taking disciplinary actions as required, performing interviews and preparing employee’s quality and performance standards as well as doing their annual reviews. Defused escalated issue from customers and those that developed from within;

EDUCATION

1992- 1993 Nova Institute, Long beach, California

Medical Front and Back office Training

* Certified CPR

* Completed medical front office training

Computer Skills/Software Applications:

Software

* MS Word

* MS Access

* MS Excel

* MS Power Point

* Outlook* Office

* Windows 98

* Netscape Navigator

*MSNDatabase:

* E-SD

* SDS

* Rumba

* MCS

* PICS

* POSICICS

* Noss

* others

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