Summary
Overview
Work History
Education
Skills
Timeline
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Charissa Napper

Jacksonville,FL

Summary

Highly-motivated employee with a strong work ethic and a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience

Work History

Personal Driver

Uber/ Lyft
Jacksonville, FL
11.2018 - Current
  • Picked up, greeted and dropped off passengers with promptness and professionalism.
  • Conversed with passengers regarding destination, routes and local services.
  • Demonstrates ability to deal peacefully with unforeseen circumstances or delays and use advanced driving techniques to better improve time management and safety
  • Create Excel spreadsheets and maintain files to track mileage, maintenance, and miscellaneous expenses.

Customer Service Representative Dept. Of Education

Maximus
Jacksonville, FL
07.2023 - 10.2023
  • Responded to incoming calls or chats as well as make outbound calls regarding Federal Student Aid (FSA) Loan Servicing
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Set up and activated customer accounts.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assist with Credit Bureau Requests utilizing established processes and procedures
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Health Screener

Grady Memorial Hospital
Atlanta, GA
08.2020 - 12.2021
  • Performed health screenings to assess individuals' overall health status and identify any potential risks or issues.
  • Maintained accurate records of all patient encounters and health screenings.
  • Greeted, guided and offered assistance to patients and visitors.
  • Built strong and trusting rapport with clients and loved ones.
  • Supported nursing staff in day-to-day operations.

Tier II Customer Support

Nevada Health Link
Atlanta, GA
09.2018 - 08.2020
  • Provide technical assistance to consumers and brokers for the health insurance marketplace for the state of Nevada
  • Answered inbound calls and directed and/or triaged to appropriate departments, assisted with unlocking accounts, general inquiries regarding open enrollment, explanation of health benefits, completion of application, password resets and documentation uploads
  • Coordinated directly with insurance carriers to confirm enrollment of consumers.
  • Investigated complex cases that require additional research or escalation to higher level support staff members.
  • Liaised with cross-functional departments to train customer support team on products and services and troubleshooting techniques.

Client Service Representative

Merrill Lynch
Jacksonville, FL
12.2017 - 12.2018
  • Provided excellent customer service to clients while assisting with their investment accounts via inbound calls
  • Processed distribution and withdrawal transactions accurately on a daily basis
  • Navigated through multiple applications and tools to understand policy/procedures, gained clarity on various products/services and researched and resolved issues with client accounts.
  • Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
  • Verified accuracy of data entered into company systems.

Workers Comp Claims Representative

One Call Care Management
Jacksonville, FL
09.2015 - 09.2017
  • Drafted statements of loss to summarize payments, underlying policy coverages and damages.
  • Interpreted legal documents such as contracts or court orders when evaluating claims for payment.
  • Ensured timely submission of required documentation from claimants prior to approval of payment.
  • Investigated facts, confirmed coverage and liability, negotiated settlements, and determined payments for claims..
  • Checked computations of interest accrued, premiums due and settlement surrender on loan values.

Customer Service Specialist

Lincare
Jacksonville, FL
01.2014 - 08.2015
  • Delivered oxygen and performed equipment checks as needed on a daily route as determined by the patient base
  • Handled service calls on evenings and weekends as scheduled
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Made decisions as needed off-hours or without supervision to ensure an uninterrupted supply of product to customers
  • Developed knowledge of customer needs and trends to improve customer satisfaction and loyalty
  • Led team engagement to assist cross-functional departments and achieve goals.

Fraud Analyst

Citi Cards
Jacksonville, FL
12.2010 - 12.2013
  • Evaluated business operations to identify risk areas for fraud
  • Created and maintained logs, records, or databases of information about fraudulent activity
  • Analyzed financial data to detect irregularities in areas such as billing trends, financial relationships, and regulatory compliance procedures
  • Interacted with banks and customers to validate information and to confirm or cancel authorizations.
  • Performed detailed analysis of financial transactions to identify suspicious activity.

Education

High School Diploma -

Robert E Lee High School
Jacksonville, FL
05-2005

Skills

  • Payment Processing/Research
  • Time Management
  • Communication
  • Decision Making/Negotiation
  • Team Work

Timeline

Customer Service Representative Dept. Of Education

Maximus
07.2023 - 10.2023

Health Screener

Grady Memorial Hospital
08.2020 - 12.2021

Personal Driver

Uber/ Lyft
11.2018 - Current

Tier II Customer Support

Nevada Health Link
09.2018 - 08.2020

Client Service Representative

Merrill Lynch
12.2017 - 12.2018

Workers Comp Claims Representative

One Call Care Management
09.2015 - 09.2017

Customer Service Specialist

Lincare
01.2014 - 08.2015

Fraud Analyst

Citi Cards
12.2010 - 12.2013

High School Diploma -

Robert E Lee High School

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