Experience

DHHS/ASPR/OPEO/NDMS

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Contract Administrator

  • Feb 2021 - Present

  Reviewed Contracts for project budgets for approved COVID-19 expendituresReviewed and approved Contract Expenditure Reports and Month Expenditure ReportsApproved reimbursement for COVID-19 funs for jail detainee’s Worked one on one with jail officials

• Medicaid Contact Center

  • Mar 2020 - Feb 2021

  Demonstrated ability in answering a multi-line phone systemProven ability in communicating information verbally and in written formProven experience using Microsoft Excel to create spreadsheets, enter and filter data, and create and edit formulasProven experience using Microsoft Excel to develop data reports and chartsProven ability using office equipment such as a computer, scanner, and faxAbility to adhere to call center production metrics and standard operating procedures -Assist patients in picking up their prescriptions and checking them out in a secure computer-based point of sale system.Research claims and prior authorizations. Research and provide medical and pharmacy benefits to the recipients.Assisted providers in recipient Medicaid coverage information.



GFL Environmental Inc.

• Canada
• Environmental Services
• 700 & Above Employee

• Corporate Customer Service Reprentative

  • Jul 2019 - Mar 2021

  • Provide excellent customer service and professionalism to all customers via in person, telephone or email. Answer incoming calls and make outgoing customer telephone calls. Track customer information and concerns and enter data into database. Provide contact research for all customer changes. • Serve as main contact for Corporate accounts and Sales as applicable. Tower entry of service change for Sales and/or Corporate accounts as applicable. • Provide timely and accurate information regarding missed stops or other customer concerns. • Download, distribute and answer all customer inquiries received via email. • Serve as back up contact and provide service changes for Sales and/or Corporate accounts as applicable • Maintain Corporate Customer Portal website if applicable • Help Accounts Payables to open mail & verify customers on inquiries • Ensure the customer service area is neat and orderly and ensure proper greeting of all visitors. • Conform in all respects with applicable Federal, State and Local Laws, Regulations, Ordinances and Other Orders and to all company policies, procedures and directives from supervisors. • Perform other duties and responsibilities as required or requested by management.



Fidelity Investments

• United States
• Financial Services
• 700 & Above Employee

• Financial Services Professional

  • Oct 2018 - Jul 2019

  • Answered customer inquiries with a professional attitude and manner while adhering to measurable departmental goals. • Processed transactions accurately. • Effectively utilized and navigated internal resources to arrive at the right solution for the client e.g. computer systems, online resources, and business partner relationships. • Actively participated in Quality Improvement Processes • Demonstrated excellent call handling skills, patience and respect with complex and non-complex calls. Established rapport with customers to make them feel unique and valued. • Completed Defined Contribution (401K) Plan Training and ongoing education and learning. • Defined problems clearly and escalated concerns appropriately when necessary. • Understood that RSA’s are “Fidelity’s Voice to Our Customers”



City of Raleigh Municipal Government

• United States
• Government Administration
• 700 & Above Employee

• Customer Service Representative

  • Oct 2016 - Oct 2018

  • Receive customer inquiries and complaints by phone, email, web, fax and/or in person regarding water, waste water, solid waste, recycling and storm water services. May handle 50 – 55 inbound calls daily. Use CC&B to obtain account data, and along with knowledge of billing for the municipalities served by the City, provide responses within established service level guidelines. Document customer contacts in CC&B. If unrelated to billing, refer to the proper location. • Perform all telephone activities within a Contact Management software application. • Determine which billing function(s) are required for various situations. Based on municipality, type of service agreement, premise type, account status, etc., obtain the required data and enter into CC&B. Ensure all service agreements (water, sewer, recycling, solid waste, storm water) are updated the correctly and inked to the proper premise and customer, and that all dates, customer data, contact log entries, field orders, and to-do’s are accurate in CC& B. Coordinate billing of services with completion of field orders initiated in CC&B. Create service requests via City Works for Solid Waste Services. • Research utility billing issues, complaints and billing-related disputes. Communicate resolution (s); explain City ordinances and policies, as applicable. Calculate and process billing adjustments for leaks, overcharges, undercharges and back-billing and update CC&B accordingly. • Determine payment plan eligibility for account holders with delinquent accounts, and negotiate the terms within established guidelines. Enter payment plan details into CC&B so that payment activity will be systematically monitored and automated collections activities will be processed accordingly. • Enforce collections procedures for account holders whose delinquent accounts have been disconnected for non-payment. Provide payment instructions to have services reconnected.