De'Shonda Schofield

• Managed incoming calls from customers in a professional manner.
• Response promptly to customer inquiries by telephone or electronically.
• Performed follow-up procedures after customer service interaction was completed.
• Provided accurate, valid, and complete information to customers in a timely manner.
• Attend meetings on changes in processes that affect the organization's ability to provide excellent service.
• Handles escalated calls for front-line associates to address complex issues and restore customer satisfaction.
• Utilized problem solving skills to resolve customer issues quickly and efficiently.
• Developed relationships with customers through friendly conversations.
• Adhered to all company guidelines when interacting with customers.

• View and process claims submitted via the portal.

approval.

• Explain the different accounts to members for a • • more in-depth insight

• Consulted with customers to resolve service and billing iissues.
• Adjust customers accounts and refund money to resolve customers' service or billing complaints.
• Provide provider calls on behalf of members
• Research to identify underlying causes and determine ways to prevent and correct such causes.
• Identifies and report potential fraud situations.
• Research and responds to complex customer inquiries, ensuring that business standards for timeliness, productivity are met.
• Ensures claims are processed and payment is received according to customers accounts.
• Provides feedback to management regarding customers issues.
• Follow through on complaints until resolved or report to management as needed.
• Maintain steadfast commitment of procedures and policies.

• Assisting in maintaining and updating official municipal records, including vital statistics, census data, and other public documents.
• Processing and issuing various licenses and permits, such as business licenses, and other permits required by the town.
• Providing information and assistance to the public, both in person and via phone or email, regarding town services and procedures.
• Maintaining organized records and filing systems for various town documents and information.
• Assisting with the preparation of meeting, agendas minutes, and other materials for town board and committee meetings. Prepare documents for court proceedings.
• Provide notary public services to the public.
• Issue water bills monthly
• Collect water and Electric payments to post to customer accounts.
• Settle billing disputes
• Reconcile bank deposits
• Correlate with IT dept to ensure systems are running accurately
• Assist with processing payroll
• Collect payments for traffic

• Performed office automation duties using email, desktop publishing and spreadsheets.
• Maintained records and personnel files to drive administration and office support.
• Monitored logs and work records to track and manage reports, inventory and supplies.
• Updated employee paperwork and records.
• Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
• Answered office phone and emails to schedule appointments, answer questions and document information.
• Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
• Oversaw office inventory by restocking supplies and submitting purchase orders.
• Relayed important information to recipients and provided shipping documentation along with packages.
• Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
• Prepared shipping packages by printing packing labels and verifying orders.
• Contacted customers regarding account updates and potential problems.

• Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
• Maintained up-to-date knowledge of company products, services, policies, and procedures.
• Researched customer inquiries using available resources such as FAQs and onlinforums.
• Coordinated with third-party vendors when necessary for resolving escalated customer issues.
• Identified areas of improvement in existing processes or procedures used for providing support services.
• Prepared daily activity reports summarizing activities related to customer support requests.
• Investigated customer complaints regarding product quality or service rendered.
• Assisted in developing training materials related to new products or services being released.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Identified opportunities for improvement in existing processes based on customer feedback.
• Maximized customer satisfaction by handling customer emails and telephone interactions.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Audited customer account information to identify issues and develop solutions.
• Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
• Set up equipment for employee use, performing or properly installing cables, operating systems, or software.
• Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
• Test vending machines for product accuracy.
• Performed detailed inspections of incoming materials, ensuring they met the required standards.