Belissa Isaacs
Whitesboro,USA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Account Services Rep II
Acara Solutions/Se2
Remote
04.2022 - 12.2022
- Service annuity and retirement accounts, Keep track of policy records and perform data entry to maintain accurate client information, Accurately and timely process customer requests that are received by mail, phone, Researches and analyzes issues to ensure successful outcomes and or resolution, Review and verify information including nominee details, relationship, names, addresses, banking details, and other data when reviewing claim submissions, Perform thorough due diligence and process transactions with an extremely high degree of accuracy, Responds to customer requests by creating original correspondence or utilizing existing written materials, Serves as a resource for technical products such as annuities and life insurance
Work at Home Team Manager
Alorica
Remote
05.2020 - 04.2022
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching, Facilitate daily agent coaching and development sessions in both written and verbal format, Participate in client related activities to include client calibration sessions and project planning, Identify and address agent training needs, Manage team's time entry to ensure 0% discrepancy rate, Manage program specific performance standards (i.e
- AHT, Quality Scores, etc), Manage financial implications of attrition and attendance by maintaining program-specific goals, Manage staffing in accordance with program specific workflow (i.e
- Down-staffing, up-staffing), Completion of weekly Team Manager Scorecard for review with Operations Manager, Diffuse irate customer calls as applicable, Provide agent support via handling escalated calls, as needed, Maintain up-to-date employee files and documentation, Ensure high level customer service is being practiced by all subordinate staff
Virtual Member Service Representative
BroadPath Healthcare Solutions
Remote
11.2018 - 05.2020
- Received inbound calls from members/customers and do things such as: Relay important information, update customer's contact information and accounts and resolve billing questions or issues, Help members/customers understand any challenges they are having and aid in providing timely satisfactory solutions, Discuss inquiries from members regarding eligibility, benefits and authorization of services when applicable, Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in the required record system, Be responsible for maintaining certain levels of quality, and performance standards based on established call center metrics and benchmarks for the team, Ensure compliance, and any job specific regulations in place for the team and role, Performed data entry for customer information, Managed client records
Customer Service Representative
Community Bank (BPAS)
Utica, NY
06.2018 - 11.2018
- Provide quality customer service and a positive banking experience by handling financial transactions (i.e
- Opening of accounts) with a professional attitude, Determine customer needs, explain and sell products and services, Participate in branch prospecting efforts, Assist customers with requests such as stop payments, wire transfers, balance discrepancies, loan information, etc., Serve as a liaison between customer and operational areas, May provide back up to the teller line as needed, Ability to understand directions and adhere to established policy and procedures, Able to remain focused, Other related duties as assigned or directed, Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to pertinent policies, procedures and internal controls, and meet all job-specific requirements in a timely fashion, Performed data entry for customer information, Managed client records
Customer Service Representative
Carnival Cruise Lines
Remote
02.2016 - 05.2018
- Assist internal employees with escalated calls., Assist personal vacation planners, as well as travel agents with making, changing, and repricing a reservation., Followed up with supervisor call backs, and requests, Worked the International desk assisting Australian residents with existing reservations, Work with Diamond guests regarding any inquiries about their cruise vacation, Assisted with back up calls for the special needs department after hours., Assisted International guests via phone, chat, and email., Assist customers with changes to bookings., Work with groups to establish itineraries, amenities, and rates., Assist customers with payments, up/downgrades, extensions, and cancellation.
Transaction Processing Specialist
ACS/XEROX
Utica, NY
11.2011 - 10.2015
- Compile, sort and verify the accuracy of data before it is entered, Compare data with source documents, or re-enter data in verification format to detect errors, Store completed documents in appropriate locations, Resolve customers' service or billing complaints by performing activities such as refunding money, or adjusting bills, Locate and correct data entry errors, or report them to supervisors, Determine charges for payments, collect deposits or payments, or arrange for billing, Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken, Read source documents such as canceled checks, reports, or bills, and enter data in, Performed data entry for customer information
Education
High school in General Studies -
Estill High School
Criminal Justice
Columbia College
Columbia, MOSkills
- CUSTOMER SERVICE (10 years)
- DATA ENTRY (5 years)
- TYPING (10 years)
- Call Center (10 years)
- Collections (2 years)
- Customer Support
- Calibration
- English
- Time management
- Team Management
- Virtual Team Management (2 years)
- Microsoft Excel
- Microsoft Word
- Communication skills
- Computer skills
- Financial services
- Banking
- Microsoft Office
- Payroll
- Live Chat
- CRM Software
- Quality Assurance
- Management
- HIPAA (4 years)
- Document review (10 years)
- Oracle (2 years)
- Zendesk
- Microsoft Access
- Microsoft Outlook
- Computer literacy
- Technical Support
- Help Desk
- Employment & labor law (2 years)
- Adjudication (2 years)
- Medicare (3 years)
- Medical documentation (3 years)
- Documentation review
- Tax experience
- Negotiation
- Microsoft SharePoint
- Program Management
- Process Improvement
Assessments
- Work Permit: Authorized to work in the US for any employer
- Relocation: Anywhere
Timeline
Account Services Rep II
Acara Solutions/Se2
04.2022 - 12.2022
Work at Home Team Manager
Alorica
05.2020 - 04.2022
Virtual Member Service Representative
BroadPath Healthcare Solutions
11.2018 - 05.2020
Customer Service Representative
Community Bank (BPAS)
06.2018 - 11.2018
Customer Service Representative
Carnival Cruise Lines
02.2016 - 05.2018
Transaction Processing Specialist
ACS/XEROX
11.2011 - 10.2015
High school in General Studies -
Estill High School
Criminal Justice
Columbia College
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