Virtual Call Center

OBJECTIVE
I would like to be considered for this job because I am a quick study and
a hard worker. I have years of experience in an office and call center
environment which helped me gain people skills and enthusiasm to learn. I
love meeting new people, and find joy in interacting one on one with a
customer. I am a hard worker, and looking to work with a company that I
can be an asset to a team, enhance my experiences, as well as enjoy
myself.

WORK OF EXPERIENCE


•••••/•••••/••••• Blue Cross Blue Shield of Florida, Jacksonville, Fl
Accurately examine, interpret and enter claims data into the claims
processing system, Diamond/Quest, in a timely manner; performing
necessary research and effectively making decisions to properly
adjudicate claims and inquiries within contract benefit and claims
processing guidelines; receiving, organizing and making effective use of
information regarding benefits, contract coverage, and policy decisions;
identifying and communicating problems relevant to the claims processing
system and the processing manual and/or guidelines; educating others
regarding benefits and services in a responsible, accurate and
professional manner, effectively communicating with both external and
internal contacts. Interacts and coordinates with all internal
BCBSFL/FCSO stakeholders to ensure positive business results by:
functioning within the department, division and organization as a team
player to ensure a high level of customer satisfaction; providing
continuous education support to team members regarding account specifics,
policies, procedures, etc. Supports continuous improvement through:
identifying process changes and improvements; actively participating in
work groups, and projects teams. Extensive thirty two week training.
(F/T)

•••••/•••••/••••• GE Money Bank, Tampa, Fl
Inbound calls from JC Penney cardholders needing past or current
information about their In store credit card. Determined if account is
eligible for left fee/finance charge removal, disputed items, transfer
balances between accounts, reallocate payments, transfer misapplied
payment, report cards lost/stolen, process deceased accounts, issue new
cards, add/remove buyers from the account, update personal information,
close accounts, update information with the credit bureau. Also assisted
store associate with locating accounts, using the name, social security
number, or home phone number, process personal payment loans, open new
credit card, verify authorized buyers, approval charges, post void
transactions, add or change a promotion or assist with account. Also work
with JCPenney Reward Mastercard, performing the same duties as with the
store JCPenney credit card, including balance transfers for other credit
card companies. Extensive six weeks training on Customer Service, Fair
Debit Collection Practices Act, Bank Secrecy Act, Fair Credit Reporting
Act, Truth in Lending Act, and the Equal Credit Opportunity Act. Part of
the e-commerce team, as well as part responsible for CCSD. Promoted to
phone supervisor during the peak holiday season ••••• (F/T)

•••••/•••••/••••• Mercury Insurance, Clearwater, Fl
Phone Reporter
Outbound/Inbound calls to/from customers in order to confirm information
given to agents about insurance. Input information into computer (P/T)


EDUCATION

•••••/••••• GE Consumer Finance
Introduction to Six Sigma program

•••••/•••••/••••• University of South Fl Tampa, Fl
Pre-social work major

•••••/•••••/••••• Paxon SAS College Prep Jacksonville, Fl
AP Diploma
Attended the number two public school in the nation. Advanced
Placement courses, and was involved in many activies. ••••• GPA