Summary
Overview
Work History
Education
Skills
Timeline
Generic

Bethany Hrachovina

Fort Lee,VA

Summary

Results-driven professional seeking position as Virtual Customer Service Agent. Focused on performance and flexible with specific needs of different assignments. Collaborates professionally with individuals from broad array of backgrounds and cultures.

Overview

13
13
years of professional experience

Work History

Team Lead

Maximus
Richmond, VA
02.2021 - Current
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Continuously checked products for quality assurance according to strict guidelines.
  • Participated in cross-functional team-building activities.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Audited team performance and compliance with Medical Assistance Applications to meet SLA.

Eligibility Specialist / Subject Matter Expert

Rose International, Maximus
Richmond, VA
05.2021 - Current
  • As a subject matter expert I have a strong understanding and ability to distribute work among 30+ agents on daily basis and assist agents with their work.
  • Multi-tasking between multiple chats, excel spreadsheets and work load frequently.
  • Assisting with tasks handed down to me by management and ensure tasks are done efficiently and effectively.
  • I assist with productivity monitoring and agent attendance.
  • Familiar with coaching agents for productivity disconnects and encourage them to succeed.
  • Strong ability to process medical assistance applications confidently.
  • Teksystems.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals

Housing Eligibility Specialist

Covid Call Center
Richmond, VA
02.2021 - 05.2021
  • Responsible for processing applications and researching owner information to determine eligibility for rental assistance program.
  • Meeting daily/hourly quotas while ensuring quality is met.
  • Teksystems, Inbound and outbound scheduling Virginia state residents for their Covid 19 vaccinations.
  • I assisted with scheduling, cancelling and managing residents registrations and appointments.
  • Answering questions and concerns related to Covid vaccines and virus.

Broker

Abbtech, Maximus
Richmond, VA
10.2020 - 03.2021
  • Duties for remote inbound customer service agent require answering high volume of calls and either enrolling customers, educating or referring them to agencies that can assist them.
  • At times we do outbound calls to customers mostly during high volume times such as open enrollment.

Call Center Representative

ICT Group, GMAC Bank
Amherst, NY
04.2007 - 09.2009
  • Responsibilities as a GMAC Banking Representative included handling inbound calls from current premier money market account, certificate of deposit and savings account holders and informing potential customers of current banking information and signing them up for new accounts.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings

Call Center Representative

Bank of America, Mortgage servicing
Amherst, NY
12.2005 - 02.2007
  • Permanently closed due to bankruptcy.
  • Responsibilities as a mortgage servicing representative included handling a quota of inbound calls from current mortgage holders.
  • Calculating escrow, explaining and accepting payments, and cross selling different types of lines of credits that would benefit the client.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings

Guest Service Desk/Electronics Team Member

Target - Retail
Clarence, NY
12.2002 - 11.2005
  • Guest Service member duties were to assist customers in merchandise returns and policies.
  • Accept Red Card payments and sign them up for new accounts, check store availability of merchandise and assist front end cashiers with transaction issues and drawer close outs at end of shift and coordinating break schedules.
  • Responsibilities as an associate in the electronics department included stocking of merchandise, assisting customers with products and making educated recommendations to help make decisions on their purchase more confident.
  • Handled cash regularly and assisted other departments throughout the store if they were short handed.
  • All duties were completed in a timely manner.

Lead Generator

12.2002 - 11.2005
  • Performed Internet research of businesses and their tech employees with outbound calls to potential customers with interest to RFID Technology and how it will benefit their business.
  • All leads were then forwarded to a service technician to assist in scheduling and installing the latest version of radio frequency in the businesses inventory.

Education

Diploma -

Lockport Senior High School
2005

Skills

  • Budget Development
  • Employee Recruitment and Hiring
  • Time Management
  • Risk Management
  • Employee Supervision
  • Decision Making
  • Critical Thinking
  • Problem Resolution
  • Task Monitoring
  • Team Monitoring
  • Production Monitoring
  • Motivational Leadership
  • Team Meetings

Timeline

Eligibility Specialist / Subject Matter Expert

Rose International, Maximus
05.2021 - Current

Team Lead

Maximus
02.2021 - Current

Housing Eligibility Specialist

Covid Call Center
02.2021 - 05.2021

Broker

Abbtech, Maximus
10.2020 - 03.2021

Call Center Representative

ICT Group, GMAC Bank
04.2007 - 09.2009

Call Center Representative

Bank of America, Mortgage servicing
12.2005 - 02.2007

Guest Service Desk/Electronics Team Member

Target - Retail
12.2002 - 11.2005

Lead Generator

12.2002 - 11.2005

Diploma -

Lockport Senior High School

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