Carmelina Opoku
Dumfries,VA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Business Professional with demonstrated skills in analyzing data, and quality reconciliation, with excellent interpersonal communication that meets management goals and customer satisfaction. Committed to superior customer service, trustworthy, confident, and poised in interacting with individuals at all levels. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in the fast paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
10
10
years of professional experience
Work History
Remote CSR Specialist
Bank of New York Mellon
New York, New York
12.2021 - 04.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
- Improved customer service wait times to mitigate complaints.
Insurance Analyst
Wells Fargo
Mclean, VA
02.2019 - 03.2020
- Determined clients' immediate and future financial requirements to recommend insurance products meeting individual needs.
- Followed all company procedures to keep data confidential.
- Built lasting relationships with clients and employees to underpin successful claims activities.
- Assessed processing reports each day to effectively submit claims.
- Collaborated with fellow team members to manage large volume of claims.
Patient Access Representative
Anthem Blue Cross, and Blue Shield
Cincinnati, OH
07.2018 - 12.2018
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Received complimentary emails from the client for providing best customer service to them.
- Received award achievement as best employee of the month.
Financial Support Specialist
JPMorgan Chase
Columbus, OH
04.2016 - 03.2018
- Processed account transaction deposits and answered questions on credit card rates
- Provided financial advice to the client to clients that needed guidance on their checking accounts
- Received achievements as an exceptional customer service representative
- Met company production for the year
- Received promotion to the other higher professional credit card department as a branch support specialist.
Technical Support Specialist Remote
Amoako Tech
Italy, MN
10.2012 - 03.2017
- Processed the troubleshooting of client devices and processed new software updates
- Diagnosed software and ran updates on a computer upgrade system
- Successfully implemented and deployed a complex software solution for a significant client, meeting all project requirements and deadlines
- Developed and executed a comprehensive cybersecurity strategy, significantly reducing the risk of data breaches and ensuring compliance with industry regulations
- Led a team in troubleshooting and resolving critical system issues, minimizing downtime, and ensuring uninterrupted operations for the organization.
Education
Bachelor of Science - Business Administration
03.2021
High School Diploma - Literature
06.2009
Skills
- Great Communication Skills
- Great Writing skills
- Multi-Tasking
- Problem Solver
- Business operations
- Research skills
- Goal Driven
- Time Management skills
- Call Documentation
- Customer Data Confidentiality
- Data Entry
- Customer Account Management
- Customer service specialist
- Remote testing skills
- Reading and writing specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Remote CSR Specialist - Bank of New York Mellon
12.2021 - 04.2023
Insurance Analyst - Wells Fargo
02.2019 - 03.2020
Patient Access Representative - Anthem Blue Cross, and Blue Shield
07.2018 - 12.2018
Financial Support Specialist - JPMorgan Chase
04.2016 - 03.2018
Technical Support Specialist Remote - Amoako Tech
10.2012 - 03.2017
Ohio Dominican University - Bachelor of Science, Business Administration
Northland High school - High School Diploma, Literature
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