SUMMARY:

• To obtain full time employment with an organization that will utilize my management, administrative, and customer service skills and gain further experience to benefit mutual growth and success.
• Nine years of strong customer service skills
• High volume call center experience
• Experience with government, commercial health insurance, and human services programs
• Strong organizational skills
• Effective communication skills
• Capable of problem solving and troubleshooting issues and finding the solution
• Proficient in Microsoft Office, Sales Force, Avaya, Citizen, Caseworker, and Identity
• Adaptive team player
• Opening/closing procedures

PROFESSIONAL EXPERIENCE:

Customer Service Representative

Confidential, Washington, Confidential

Responsibilities:

• Provide service and support to individuals and small business by telephone and email that are enrolling in health insurance through Confidential.
• Work on the Confidential Access System (DCAS) to assist individuals with completing application for Confidential
• Multi - task by simultaneously communicating with the consumer while researching their case and documenting the call accurately
• Meet individual performance standards, including the confidentiality and security of information
• Assisting and resolving issues related to applications and eligibility determination for the Exchange
• Provide technical support and step-by-step solutions to consumers who are experiencing issues with their username, password and security questions associated with their Confidential Confidential online account

Shift Supervisor

Confidential, Glenarden, MD

Responsibilities:

• Worked effectively with the store manager to ensure daily successful operation of the store
• Supervised store crew members
• Train, develop, and evaluate crew members
• Key holder for store, safe, and registers
• Perform store opening and closing duties, including counting cash drawers and making daily deposit
• Merchandise presentations, displays and weekly signs

Children’s and Men’s Department Lead

Confidential, Oxon Hill, MD

Responsibilities:

• Experience with high-volume retail
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
• Prevented store losses using awareness, attention to detail and integrity
• Organized weekly sales reports for the departments and changed price signs as needed
• Trained new employees
• Cross-trained and provided support for other customer service representatives
• Worked under strict deadlines to perform monthly floor sets of new products

Overnight Lead Cashier

Confidential, National Harbor, MD

Responsibilities:

• Managed overnight employees to ensure smooth transition for the am staff
• Performed restaurant opening duties, including counting cash drawer and checking all equipment for proper functioning
• Responsible for checking out employees and customers in a timely manner and guaranteeing high level of customer service
• Performed nightly cash and credit logs
• Displayed a positive attitude for a positive customer experience and resolved all customer complaints