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Center Representative/ Jira Team Member Resume

SUMMARY:

Seeking opportunity where I can exhibit my supervisory and customer service skills in a fast paced environment.

SKILLS:

Proficient in: Microsoft Office, Outlook, Word Press, Scheduling software, RezOvation(pmp), constant contact & Etapestry (Donor relations software)

Experience in: Photoshop, Quickbooks & dreamweaver

EMPLOYMENT:

Confidential

Center Representative/ JIRA Team member

Responsibilities:

  • Professional/Patient conflict resolution led to no angry call escalated o supervisors.
  • Utilized extensive customer service skills to be recognized as one of the most courteous representatives.
  • Assist consumers with inquiries regarding their current health care status, including APTC s, MAGI, QHP s and Medicaid choice programs.
  • Provide assistance in enrolling consumers into health plans and set up broker assistance when needed.
  • Part of internal desk review team that screened cases that could not be handled by regular CCR s to determine
  • If they should be escalated to an external dept. or provided instruction to CCR on how to resolve issue.
  • Converted to Permanent employee after 9 months of employment as a temp
  • Promoted to Internal Desk Review team (JIRA) after 6 months on assignment while still a temp employee.
  • Consistently obtained highest QA scores in Unit
  • Consistently recognized as one of the most productive and accurate members of the JIRA team
  • Consistently achieved perfect attendance awards

Confidential

Supervisor

Responsibilities:

  • Areas of responsibility included, Reservations, Scheduling, Guest Services & Guest Relations.
  • Mastered all 4 functions in my area to provide backup to my staff. As a result, I was able to implement new procedures to enable functions to operate more efficiently.
  • Established cross training of functions to better manage functional work flows.
  • Direct supervision of 4 full time permanent team members + 12 interns and volunteers.
  • Responsible for multiple interfaces to various dept heads, such as Maintenance, housekeeping & Food services. These interfaces had to have a high degree of accuracy for the guests arriving at our campus.
  • Management of multiple high priority projects simultaneously.
  • Plan, Organize & implement Special events for the organization.
  • Updated office best practices & procedures, in addition to training manuals & Job descriptions.
  • Analyzed past & current year financials and reported to management.
  • Extensive use of Microsoft office, constant contact, Etapestry (fundraising, donor database software) & RezStream (property management software).
  • Maintained social media presence.
  • Team Player with strong communication skills. Sharp attention to detail and strong analytical skills.
  • Organized travel and transportation logistics for over 3,000 short term missionaries visiting NYC.
  • Created detailed itineraries for groups while in NYC

Confidential

Reservationist

Responsibilities:

  • First point of contact for all incoming calls where customer service was of the utmost importance.
  • Handled high volume of incoming calls of customers making group reservations to stay at the NYC campus.
  • Point person to answer questions and to resolve any and all issues in a timely and courteous manner.
  • Extensive phone solicitation (outbound calls) to introduce new organizations to the Confidential ministry.
  • Used RezOvations (Property Management Software) to verify building occupancy.
  • Used authorize.net to collect credit card payments over the phone.
  • Coordinate Payment Plans with group leaders and our financial management team.
  • Responsible for constant communication with team leaders from booking until their arrival at our campus.
  • Received high marks on the Dale Carnegie customer service training modules.
  • Successful in a high volume outbound call center where pay was based on performance.
  • Pursued hot leads of anyone who ever bought a ticket to the New York City Opera
  • Converted single ticket buyers into subscribers of 3 or more operas.
  • Received consistent notice from management for meeting or exceeding sales targets

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