Customer Service Business Consultant
Resume:
Shenita Walker
Thomasville GA.31757
ad9guz@r.postjobfree.com
Cell: 229-***-****
Professional Objective
To secure a position within an organization that will allow cultivation of business strengths, foster growth and opportunity, and enhance leadership skills.
RELEVANT SKILLS & ABILITIES
• Skill in research and analysis
• Ability to work independently
• An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
• Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
EXPERIENCE
Inside Business Consultant:
09/2019- Present PPSC Aspire Health
• Responsible for managing an assigned Group of Customers on these topics: o Managing Customer Qualified Sales and Compliance targets each month;
Meeting or exceeding minimum TRV requirements
Meeting or exceeding minimum Generic Compliance percentages o Target selling of Pharmacy Select and other direct contracts
Pharmacy Select back up generic and supply contracts
Aspire direct manufacturer contracts
o Presenting Solutions to customers and encouraging adoption
*ex” returned goods program
*ex* Technology solutions
*ex” credit card processing
*ex* other services
o Prospect Appointment Setting using “Content messaging” provided by Marketing
See blog messaging on www.ppsconline.com
Use content provided by Marketing Director
Coordinating with prospect lists provided by Sales Directors each week. o Presenting Content Messaging to customers in coordination with Solutions or Target selling
• Participate in weekly Inside Business Consultant Team meetings
• Set example for peers in areas of personal character, commitment, organizational skills, and work habits
• Other duties as assigned
Personnel Technician III
05/2017-08/2019: State of Florida Department of Children and Families, Tallahassee, FL
• Review all Leave Requests and Certification of Health Care Provider forms to determine eligibility for FMLA
• Send communication to employee and supervisor regarding the employee's eligibility and designate the leave as such
• Enter and approve all appropriate FMLA leave requests in People First. Track FMLA leave usage Communicate any changes in the employee's FMLA status to the employee and supervisor
• Post notices of employee's need for sick leave donations. Collect Requests to Donate forms and review for eligibility to donate.
• Review Requests to Use Sick Leave Donation forms received for accuracy, completeness, and eligibility
• Adjust receiving and donating employees' sick leave balances in People First on a biweekly basis
• Return unused donations to the donor
Personnel Aide:
04/2016- 05/2017: State of Florida Department of Children and Families, Tallahassee, FL
• Process First Notice of Injuries
• Distribute work via Numara call case tracking system.
• Receive work from customers via HR email inbox and faxes.
• Conduct employment verification's, prepare personnel files.
• Answer screen, and direct phone calls from clients to appropriate persons.
• Open sort, and distribute incoming correspondence, including faxes, mail, and email. Key Accomplishments:
• Certificates for most production
• Highest performer for the months in ticket creation and tickets closure of the months of November, December, January, February, March and April
Administrative Associate:
06/2015-03/2016, Kelly’s Services Tallahassee, Fl.
• Performed general office duties and administrative tasks, according to job orders.
• Answer and direct phone calls
• Assist in the preparation of regularly scheduled reports
• Develop and maintain a filing system
Key Accomplishments:
• Responsible for being liaison between customers, vendors, and management on a daily basis.
• Made copies and/or scanned documents.
• Transferred caller to appropriate department / individuals.
Insurance Representative II 01/2013-06/2015,
HP Tallahassee, Fl.
• Handle customer inquiries, complaints, billing questions and payment on claims billed.
• Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions Assisted on other contracts with different states such as Rhode Island and Georgia. Key Accomplishments:
• Managed a high-volume workload within a deadline-driven environment. Resolved an average of 400 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Became the lead "go-to" person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Customer Service Care Assistant:
04/2005-12/2012, A.C.S. Tallahassee, Fl.
Handled incoming calls from Medicaid providers responding to inquiries, resolving problems, and correcting claim errors.
Key Accomplishments:
• Facilitated call-backs and escalations of billing to act as support staff to better assist supervisors.
• Researched inquires and logged calls
• Was responsible for callbacks on escalated calls.
• Consistently provided support for guidance and training assistance to entry level staff.
• Assisted customers with filing Florida Medicaid claims, provided eligibility and prior authorizations.
Administrative Associate:
09/2004-04/2005 Spherion Staffing Tallahassee, Fl.
• Performed general office duties and administrative tasks, according to job orders.
Key Accomplishments:
• Responsible for being liaison between customers, vendors, and management daily.
• Faxed time sheets and made copies and/or scanned documents.
EDUCATION
08/1989-06/1993 Havana Northside High School
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