Anella Bassue
Orlando,FL
Summary
Customer Service Specialist with over 15 years of experience in fast-paced environments, skilled in conflict resolution, data management, and enhancing customer relationships. Proficient in navigating complex customer inquiries and improving service delivery. Adept at training new staff and maintaining high quality standards. Enjoys working collaboratively to achieve business goals and enhance customer satisfaction.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Customer Service Rep.
Reedgroup
Orlando, FL
12.2017 - 08.2023
- Managed complex inquiries from employees and provider offices, ensuring accurate case direction and support.
- Provided support to client staff members by handling their inquiries, creating new claims, verifying existing ones and maintaining records on leaves taken.
- Guided clients through Family Medical Leave Act and Short-Term Disability policies, enhancing understanding and compliance.
- Documented claims with relevant information for Case Managers and set return calls when requested.
- Achieved and maintained audit quality average exceeding 95%.
- Facilitated the onboarding of fresh recruits
- Facilitated timely completion of ECDNs, RTW calls, and tasks by working closely with case managers.
- Advised Providers' office personnel of missing information on medical documents and updated Employees' claims with the provided information.
POS Supervisor/Cash Office Clerk
Kohl’s
Winston-Salem, NC
06.2006 - 09.2017
- Welcomed guests with enthusiasm, identifying needs through open-ended questions to improve shopping experience.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Oversaw comprehensive merchandise transactions, from sales to returns, ensuring customer satisfaction.
- Assisted customers by providing information on procedures or policies and resolved complaints.
- Handled all aspects of merchandise sales including processing returns and exchanges.
- Processed change orders for cashiers and managed in-store petty cash/cash office safe.
- Counted and balanced registers from the previous day, prepared bank deposits, and requested change for petty cash from the bank.
- Reviewed daily transactions reports to identify discrepancies or irregularities in sales data.
- Submitted employees' weekly payroll.
- Trained new employees on company policies, operational procedures, POS systems, and product knowledge.
POS Supervisor/Service Desk Clerk
Winn-Dixie
Miami, FL
09.2004 - 05.2006
- Provided product information, processed orders, and managed account cancellations.
- Maintained records of customer interactions and transactions, documenting inquiries, complaints, comments, and subsequent actions taken.
- Resolved customer complaints in a professional manner, while maintaining excellent customer service standards, and referred unresolved customer grievances to designated departments for further investigation.
- Efficiently handled different types of monetary exchanges including processing of bills, sale of lottery tickets, issuing money orders and facilitating Western Union transfers
- Contributed to onboarding process
- Handled cashier change order processing
- Successfully maintained a smooth transition between shifts through consistent closeouts, report printing, and cash balancing.
Vault Receiving Clerk
Little Switzerland
St. Thomas
01.1995 - 05.2004
- Received incoming shipments and checked for accuracy of items and quantity against invoices and purchase orders.
- Verified that all merchandise was in good condition upon arrival and reported any discrepancies or damages immediately.
- Updated inventory records to reflect new stock, returned unacceptable items to vendor immediately.
- Price tagged, transferred, and distributed jewelry across local and international stores within the company.
- Prepared outbound shipments, ensuring accurate labeling, packaging, weight calculations, and shipping charges.
Education
Certificate Medical Coding & Billing -
Management Resources Institute
Miami, FL05.2005
Certificate in Customer Service -
Management Resources Institute
Miami, FL05-2005
Some College (No Degree) - Accounting
Winston Salem State University
Winston Salem, NCSkills
- Complaint Resolution
- Data Entry
- Conflict Resolution
- Customer Education
- Quality Control
- Critical Thinking
Certification
- Customer Service
- Medical Coding & Billing
Timeline
Customer Service Rep.
Reedgroup
12.2017 - 08.2023
POS Supervisor/Cash Office Clerk
Kohl’s
06.2006 - 09.2017
POS Supervisor/Service Desk Clerk
Winn-Dixie
09.2004 - 05.2006
Vault Receiving Clerk
Little Switzerland
01.1995 - 05.2004
Certificate Medical Coding & Billing -
Management Resources Institute
Certificate in Customer Service -
Management Resources Institute
Some College (No Degree) - Accounting
Winston Salem State University