Bianca McCoy
Memphis,TN
Summary
With over a decade of experience in customer service, I am a natural leader and adept problem-solver. I have a strong management skillset and a professional attitude. I'm skilled at cultivating relationships, delivering exceptional customer service, and revitalizing struggling business units. I'm dedicated to maintaining a supportive and productive work environment, and I'm driven by a passion for excellence.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Avis Budget Group
06.2023 - Current
- Perform various tasks in an outdoor environment to facilitate the rental and return processes at airport lots.
- Assist customers throughout the rental or return process, ensuring a smooth and efficient experience.
- Responsibilities may include checking vehicles, entering data into handheld devices, and processing rentals for loyalty program members.
- Provide exceptional customer service by assisting customers at exit gates and checking in vehicles upon return.
- Adapt to different tasks and locations within the rental facility to meet customer needs efficiently.
Armed Security Officer
Blues City Brewery, LLC
05.2020 - 09.2023
- Perform patrols of interior and exterior areas of assigned locations to maintain security and safety
- Conduct surveys and monitor facility/parking lot areas to ensure orderly environments
- Provide assistance and intervene in incidents involving staff, and visitors as necessary
- Responsible for opening and closing the building, ensuring security protocols are followed
- Promptly notify fire/police departments and operators of emergency situations
- Check fire and security systems, doors, and equipment to ensure functionality
- Write detailed reports for theft, burglary, and accidents, submitting them by the end of the day
- Monitor and patrol special events sponsored by the agency as required
- Assist the public with inquiries and respond to calls for assistance in a timely manner
- Ensure lost and found articles are turned in to appropriate personnel
Unarmed Security Officer
Central Defense Security
03.2018 - 05.2020
- Managed crowd control at large-scale events, effectively preventing any security breaches or incidents while maintaining a positive atmosphere for attendees.
- Collaborated closely with other departments within the organization to ensure seamless implementation of security initiatives across various functions.
- Proactively participated in ongoing training sessions to remain current on industry best practices for effective security management.
- Provided exceptional customer service to clients, addressing concerns and providing appropriate solutions.
- Maintained detailed reports of daily activities, incidents, and irregularities for management review.
- Consistently maintained compliance with all site-specific guidelines, regulations, policies, procedures while carrying out duties as an Unarmed Security Officer.
Call Center Representative
Sedgwick Claims Management
11.2016 - 03.2018
- Serve as the primary liaison with callers, adhering to client specifications to address questions and resolve issues related to claims application and servicing processes
- Educate and inform customers through various communication channels about necessary documentation, claim processing timeframes, payment details, and claim status
- Provide detailed education to claimants and callers regarding client requirements and benefit plans, documenting all relevant information professionally
- Accurately input verbal and written application details into the claims management system to meet both internal and external customer requirements
- Assign new claims to appropriate claims handlers for efficient processing
- Direct customer calls to the relevant contacts at multiple locations or escalate to Service Center Specialist/management when necessary
- Maintain consistent attendance during scheduled work hours to ensure efficient customer service delivery
Medicare Sales Agent
Digital Media Solutions
08.2015 - 11.2016
- Specialize in assisting Medicare-eligible individuals in finding suitable Medicare plans and facilitating the enrollment process as a Medicare Sales Representative
- Operate within designated territories to fulfill responsibilities, collaborating with seniors to assess Medicare eligibility and guide them through plan selection
- Engage with diverse groups, including individuals with disabilities, to ascertain Medicare qualification and assist in selecting appropriate healthcare plans
- Adhere to Centers for Medicare and Medicaid Services (CMS) Medicare marketing guidelines while executing sales duties for compliance and ethical standards
Education
High School Diploma -
Whitehaven High School
Memphis, TN05.2013
Skills
Problem-Solving Skills Proficient with project management software Compliance Excellent time management skills Strategic Thinking Public speaking Detail Oriented
Timeline
Customer Service Representative
Avis Budget Group
06.2023 - Current
Armed Security Officer
Blues City Brewery, LLC
05.2020 - 09.2023
Unarmed Security Officer
Central Defense Security
03.2018 - 05.2020
Call Center Representative
Sedgwick Claims Management
11.2016 - 03.2018
Medicare Sales Agent
Digital Media Solutions
08.2015 - 11.2016
High School Diploma -
Whitehaven High School
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