Coronda Banks
Glendale,WI
Summary
Results-driven Customer Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel, data entry, call center, and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication,and management skills.
Overview
11
11
years of professional experience
Work History
Driver/Delivery Courier, Shopper
Uber, Lyft, Amazon Flex, Walmart Spark
05.2019 - Current
- Delivered passengers, goods, and products to destinations safely and on time.
- Adhered to tight schedule and met departure and arrival deadlines.
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Greeted recipients, delivered packages and parcels according to customer instructions, and acquired proper signatures for all deliveries.
- Scanned and verified package information to check for accuracy and completeness utilizing hand held scanner.
Personal Care Assistant
Arise Personal Care/The Keys
03.2016 - 10.2024
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Monitored patients with self-administered medications, along with medication prep
- Transported clients to and from medical appointments with safety and efficiency.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
Service Coordinator
Rite Hite/Arbon Equipment Corporation
01.2020 - 04.2023
- Worked in assigned geographical area to assist customers and sales personnel who call in to request service and maintenance on equipment
- Dispatched/Managed Service Technicians and contractors to complete work requested utilizing scheduling system, phone system, and email.
- Ordered parts, products, and equipment, along with coordinating shipping, and installation
- Processed and provided accurate quotes,and invoicing utilizing data entry
- Picked and package priority orders for immediate shipping
- Scheduled and oversaw maintenance, repair and installation activities, and organized ongoing maintenance schedules to boost system performance.
IT Que Manager
Johnson Controls/Modis
01.2017 - 01.2020
- Dispatched 2nd level IT Techs throughout Johnson Controls with daily work tickets
- Route/monitor tickets to appropriate queue: network, server, or international groups within Johnson Controls and Adient.
- Follow Johnson Controls Service Desk procedures for assigning and tracking tickets severity based upon standardized work processes
- Analyze and report on condition of ticket queues as identified by management for tickets which could fail service level agreements (SLA)
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Participated in weekly meetings, conference calls, and Technicians Escalated request within PMO (Project Management Organization) group.
Medical Claims Processor
Pain Management Healthcare
01.2016 - 01.2017
- Billed Medicaid, Medicare, and several HMO’s for Medical and Physical Therapy services
- Backed up Receptionist, scheduled appointments, and completed medical records request as well as submit prior authorizations and referrals as requested
- Worked and resubmitted denied claims along with invoicing for self-pay, co-payments, and vendors
- Contacted multiple insurance companies to ensure timely filing of claims and providers regarding referrals, prior authorizations, and medical necessity for new patients.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Posted 50+ insurance payments and maintained accurate documentation of payments daily.
Service Coordinator
Alpha Source
01.2015 - 01.2016
- Receive, dispatch, and schedule service calls in high volume call center to team of field engineers
- Collected, arranged, and input information into database system utilizing data entry
- Update service calls and processed parts orders utilizing data entry in South Ware system
- Verify pricing and product availability by Vendors daily,
- Prepared quotes for service and parts request and Verified pricing and product availability by Vendors
- Billed and closed 10-15 completed service orders daily.
- Coordinated and monitored service service team activities to confirm work met all requirements and completed in timely manner
Customer Order Specialist
JCPenney Catalog-Randstad
09.2014 - 01.2015
- Processed customer online orders, and call in orders utilizing order entry system in busy call center environment
- Applied payments to orders processed via credit cards, check, and pay pal
- Verified shipping information for orders utilizing Ups, Fed X, and Commerce Hub tracking systems along with scheduling shipping for processed or returned orders.
- Established effective working relationships with internal employees, vendors, shipping company contacts, and customers.
- Contacted vendors to determine shipping dates and availability for specific items to notify customers.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
Customer Service Cashier
Community Financial Service Center
09.2013 - 01.2015
- Processed bill payments, cashed client’s check and provided Western Union service support
- Registered client vehicle titles utilizing Department of Motor Vehicles database
- Actively and successfully sold services offered by Community Financial Services.
- Used POS system to enter orders, process payments and issue receipts
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies
- Trained new employees on store policy, cash balancing, sales/promotions, and Billmatrix payment processing
Admissions Coordinator
Herzing University-Randstad
08.2013 - 08.2014
- Tracked student lead information using university data entry system, Campus Vue
- Provided admissions support utilizing Five9 phone system in busy call center environment for obtaining student information and answering questions for multiple campuses
- Assisted in training new employees on company protocols, policies and procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Answered incoming calls in high volume call center for program information, skills testing. and class orientations.
- Made outbound follow up calls in high volume call center to potential students requesting program information and scheduling of orientation.
Education
High School Diploma -
Milwaukee Lutheran High School
Milwaukee, WI06.1989
Skills
- Management of up to 10employees, CBRF Certified
- Payroll Processing & expense reporting
- Payment posting, claims processing
- Problem-Solving, Task Prioritization, and attention to detail
- Database, Time, Calendar Management
- Order processing, picking, packaging, and warehouse shipping
- Dispatch, route planning, scheduling
- Quality Customer Service, High volume call center
- Account & Billing management
- Data Entry alpha/numeric 8000ksph
- Microsoft Office Suite, Excel, Outlook, Word
- Critical thinking & problem-solving abilities
Timeline
Service Coordinator
Rite Hite/Arbon Equipment Corporation
01.2020 - 04.2023
Driver/Delivery Courier, Shopper
Uber, Lyft, Amazon Flex, Walmart Spark
05.2019 - Current
IT Que Manager
Johnson Controls/Modis
01.2017 - 01.2020
Personal Care Assistant
Arise Personal Care/The Keys
03.2016 - 10.2024
Medical Claims Processor
Pain Management Healthcare
01.2016 - 01.2017
Service Coordinator
Alpha Source
01.2015 - 01.2016
Customer Order Specialist
JCPenney Catalog-Randstad
09.2014 - 01.2015
Customer Service Cashier
Community Financial Service Center
09.2013 - 01.2015
Admissions Coordinator
Herzing University-Randstad
08.2013 - 08.2014
High School Diploma -
Milwaukee Lutheran High School
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