SUMMARY:

• To Obtain a Challenging and Rewarding Position with an Opportunity for Career Advancement and Personal Growth.
• Broad Customer Service and IT Experience, including Supervisory and Managerial.
• Dependable with a Positive Attitude, Honest, Trustworthy and Respectful. Possess Cultural Awareness and Sensitivity, Flexible and Demonstrate Sound Work Ethics.

TECHNICAL SKILLS:

• Microsoft Outlook
• Microsoft Excel
• Microsoft Word
• Microsoft Power Point
• Microsoft Access
• PC Skills
• Consulting with Senior Management
• Strategic planning
• Project Management
• Professional Presentations
• Active Directory windows
• Mac OS

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Naviance Customer Support

Responsibilities:

• In a Call Center Environment, Provide Timely, Professional, and Accurate Responses to Clients Questions related to Business or Technical Usage of the Naviance Education Software System via the Help Menu, Web, Phone or Email.
• Entered All Correspondence, Documenting the Progress of Cases and Necessary Information Related to a Case into the Case Management System (Salesforce).
• Troubleshoot individually and with Team Members to Resolve a Case within 24 Hours of Case Submission and if - needed, Escalate Cases to Engineering based on Priority/Issue Level. On a Daily Basis, Manage Phone/E-mail/Web Queue and Open Cases, Addressing Cases in Order in which they are Received, Update Case Status/Notes, Troubleshoot to Resolve Outstanding Issues, and Proactively Communicate Case Resolution to Members and the Account Management Team to Ensure Member Success.
• Inform the Account Management Team on Critical Member Issues that result in a High Priority Case that is Working to get Resolved, as well as, Collaborate and Follow-Up with the Product Engineering Department on Cases that Require Escalation to get Resolved.

Confidential, Washington, DC

Client Services Representative

• In a Call Center Environment, Offering District of Columbia Residents Multiple Channels of Communication to Access Health Benefits in Accordance with the Affordable Health Care Act.
• Accepting and Responding to Written, as well as, Verbal Inquiries and Complaints from various sources including E-mail, Telephone, Web Chat and Fax.
• Assisting and Resolving Issues Related to Applications and Eligibility Determination for the Confidential and Medicaid.
• Accepting Telephone and Web Applications for MAGI-based Medicaid, Enrolling Individuals into Qualified Health Plans (QHPs) and Resolving Issues Related to the Enrollment of Individuals, while Properly Recording and Tracking of Consumer Interactions using Templates and Scripts to the Fullest Extent Possible.
• Referring Individuals Enrolling in QHPs for All Financial Transaction Related issues, Informing and Educating Consumers about the Exchange, Addressing Complaints, and Taking Requests for Eligibility Appeals and transmitting them to the Office of Administrative Hearings and the DHS Office of Administrative Review and Appeals.
• Taking Requests for Individual Insurance Appeals and transmitting them to the Office of Health Care Ombudsman and Bill of Rights and DISB.
• Providing Information and Addressing Inquiries regarding the SHOP Exchange, including Assistance to Small Employers (2-50). Supporting Applicants with Technical Issues Associated with the DC Access System (DCAS) Web Portal.

Confidential, Arlington, VA

Life Insurance Customer Support Representative

• Research, Resolve Member Issues and Inquiries about their Existing Policies via Phone, E-mail, Regular Mail and/or In Person; Provide Excellent Service in a Timely, Professional and Courteous Manner.
• Document all Interactions and Member Feedback in the Customer Relationship Management (“CRM”) System.
• Efficiently Navigate Systems to provide an accurate response to the Customer’s Inquiry; (e.g., Outlook, Product Calculators, Illustration Systems, Policy Administration System, Imaging System, CRM, Sales Force, Call Center Software, etc.
• Maintain In-Depth Knowledge of Operations of the Life Cycle of Life and Annuity Products to include Billing and Collections, Distributions, and In-Force Processes.
• Counsel Members to Attempt to Conserve Policies that are in danger of Lapse or Termination due to Outstanding Loan Balance or a Lack of Premium Payment; Track Reinstatements to Completion, Fulfill Requests for any Contract Related Activity, and In-Force Illustrations; Proactively Contact Members regarding Changes in Addresses, Bills, Statement Notices, etc.
• Maintain a Thorough Understanding and Knowledge of all Navy Mutual Products and Services provided to Members.
• Educate and Counsel Members and their Families on Military Benefits, as well as, the Benefits of Navy Mutual Membership and Products.
• Refer Potential Sales to Sales Representatives as needed; consistently won the Monthly Award given for referring the most Potential Sales which converted to Actual Sales.
• Enrich and Strengthen the Relationship between Navy Mutual and our Members using Effective Written and Verbal Communication Skills, Empathetic Listening Skills and Presenting a Calm and Collected Presence; Actively Seek Information to Understand Member’s Circumstances, Problems, Expectations and Needs.
• Successfully Functioned within a Team Environment and Actively Participated in Achieving Team Goals. Participated in the Cross-Training of All Duties, in order to ensure Proper Continuity of Operations and Coverage of Operational Functions at All Times, Performing Daily Duties for New Business, Sales and Actuary Departments, in addition to the Responsibilities of my CSR Duties.
• Demonstrated Ability to Learn and Continuously Develop Industry Knowledge and Best Practices.

Confidential, Rockville, MD

Call center Member Services Representative

• Increase Customer Satisfaction and Retention by Providing Members, Customers, Patients, and Providers with Accurate, Consistent, Timely, and Meaningful Information.
• Build Rapport and Collaborative Relationships with Current and Prospective Members in Accordance with Compliance Guidelines. Be Available to Handle Member Inquiries via Phone, E-mail or Web in a Call Center Environment.
• Represent Health Plan by Answering and Documenting All Incoming Contacts to Determine their Nature, and Respond to Complex Inquiries Related to Specialized Product Lines or Queues.
• Respond with Empathy to Complaints and Concerns from Members concerning Health Plan Benefits, Account Status, Payment History, and Medical Services. Initiate Contact with the Appropriate Health Plan, Medical Group and Facility Personnel to Obtain Information Relevant to the Concern or Inquiry as needed.
• Evaluate Data to Determine and Implement the Appropriate Course of Action to Resolve the Complaint and/or Coordinate Service Recovery. Document According to Procedure.
• Assist Department in Reaching Call Handling Goals, First Contact Resolution Goals, Complaint Resolution Compliance, Member Retention and making Return Contact as Warranted.
• Complete required Training (including, but not limited to, Annual Certifications) and Understand How to Use Tools available to Recall Necessary Information.
• Effectively Diffuse Anger, Tension, and Hostility, within Regulatory Guidelines, Of Members Expressing Concerns about Confidential.
• Maintain Awareness of the Way Performance and Actions Affect Members and KP's Financial Stewardship. Be Open and Receptive to Feedback, and Change Behavior to Improve Performance.
• Answered Supervisor Helpline resolving Escalated Calls. Assigned to several Important Products, Received Numerous Compliments and Outstanding Customer Service Awards.

Confidential, Largo, MD

Network Engineer

• IT Sub-Contractor. Worked on Lockheed Martin contract, relocating Environmental Protection Agency (EPA) LAN to Ronald Reagan Building.
• Set-Up Hardware, Install/Configure Software and Drivers, Maintain and Repair Technological Equipment or Peripheral Device, Install/Administer Well-Functioning LAN/WAN and Manage Components, Manage Security Options in Computers and Networks to Maintain Privacy and Protection.
• Operate Computerized Accounting, Spreadsheet, Word-Processing, Graphics and Website Development Programs.
• Perform Regular Upgrades to Ensure Systems Remain Updated, Troubleshoot System Failures or Bugs and Provide Solutions to Restore Functionality.
• Arrange Maintenance Sessions to Discover and Mend Inefficiencies, Keep Records of Repairs and Fixes for Future Reference.
• Offer Timely Technical Support and Teach Users How to Utilize Computers Correctly.

Confidential, Annandale, VA

Computer Programmer/Analyst

• Created / updated custom Computer Applications & Forms for over 135 Real Estate / Settlement Companies using Microsoft Basic.
• Installed LAN (Novell Netware, Linear Bus) and provided Helpdesk support via Phone and Modem.
• Thorough Knowledge of Computer Systems and IT Components, as well as, Computer Hardware, Software Systems, Computer Networks, Network Administration, Network Installation, Computer Troubleshooting, Computer Viruses and E-mail. Proficient Knowledge of Internet Security and Data Privacy Principles.
• Strong Understanding of Microsoft Operating Systems. Exceptional Organizational, Time-Management, Decision-Making, Team-Building, Coaching, Analytical and Problem-Solving Skills.
• Effective Written and Verbal Communication. Ability to Meet Deadlines, to Multi-Task and Prioritize Projects Effectively, to Read/Understand Technical Manuals, and to Work Diligently and Accurately in order to Resolve Issues and Ensure Functionality.
• Adapts quickly to Changing Circumstances, New Standards, and Requests by Company Management. Dedication to Network Security, Acts quickly in Crisis Situations, so the Company can Resume Normal Operations, as soon as possible.