Destiny Woods
Covington,GA
Summary
Highly motivated and detailed-oriented candidate passionate about using data to improve business performance and customer experience. Skilled at leveraging data to develop actionable solutions to business challenges and utilizing data mining and data visualization to create meaningful insights. Excellent technical aptitude and knowledge of programming languages, data analytics and data visualization.
Overview
14
14
years of professional experience
Work History
Data Entry Processor
Lincoln Financial
06.2022 - Current
- Led data entry projects using multiple databases, and software programs
- Gathered and analyzed data for team collaboration
- Supported brokers, providers, and employees with claims and inquiries including disability, life, worksite, converge, and dental policies.
- Completed data entry tasks with accuracy and efficiency.
- Verified accuracy of data before transcribing.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Maintained files, records and chronologies of entry activities.
- Verified documentation of admissions, discharges, eligibility information, outcome data and other pertinent information against specifications.
- Obtained scanned records and uploaded into database.
- Searched, extracted and interpreted information to determine correct input procedure.
- Compiled data and reviewed information for accuracy prior to input.
- Organized, sorted, and checked input data against original documents.
- Used computer software to store and retrieve data.
Workforce Management Specialist
EHealth
06.2021 - 04.2022
- Managed and organized call center queue based inbound interactions, skill assignments, and required service level targets
- Created and maintained employees schedules based on service level targets
- Managed and created adherence policies for multisite organizations.
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact center locations.
- Assisted with writing job postings and job descriptions for boards.
- Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
- Advocated for staff members, helping to identify and resolve conflicts.
- Completed human resource operational requirements by scheduling and assigning employees.
Financial Loan Officer
Georgia United Credit
04.2016 - 06.2021
- Performed collection activities for various delinquent member accounts including Visa credit and debit cards, lines of credit, secured loans, signature loans, real estate loans, and home equity lines of credit
- Researched and gathered preliminary documents to originate process, and close consumer loans
- Acted as liaison to agents, financial planners, and individual borrowers
- Provided solutions to member inquiries such as critical transactional issues and discrepancies which resulted in customer retainment and satisfaction.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Submitted loan applications to underwriter for verification and recommendations.
- Monitored performance of existing loan portfolios to identify and address any issues.
- Negotiated loan terms to provide favorable outcomes for both customers and lenders.
- Recommended loan approvals and denials based on customer loan application reviews.
- Advised clients on mortgage, education and personal loans.
Member Service Supervisor
BJ’s Wholesale Club
05.2011 - 03.2016
- Managed team of 15+ employees and ensured company policies were being followed by each team member
- Created and managed work schedules for team using WFM system Empower/ Employee Self-service (ESS)
- Collaborated with HR department with hiring needs, benefits packages, and store policy regulations
- Led team in exceeding company goals in credit card and membership sales
- Maintained work files, records, and reported adherence issues for corrective action purposes for different team members
- Overseer of safe audits and daily deposits with cash office department.
- Trained, mentored and evaluated employees on service quality, knowledge and performance.
- Kept administrative records current and accurate to promote efficiency and team effectiveness.
- Helped customers understand benefits with thorough, knowledgeable and friendly explanations.
- Recommended specific products and services in alignment with individual needs, requirements and specifications.
- Completed in-depth research to answer more complex questions.
- Investigated problems and discrepancies to resolve issues with renewals and member benefits delivery.
Education
Business Administration
STRAYER UNIVERSITY
Skills
- MS Office
- Verint
- Workday
- ServiceNow
- JIRA/ Vitech JIRA
- Converge
- AWD
- Configuration Manager Zendesk
- Symitar
- Auditing
- Client Relations
- Administrative Support
- Data Acquisition
- Data Collection
- Identifying Errors
- Compiling Data
- Requirements Definition
- Business Needs Analysis
- Data Warehousing
- Report Writing
- Data Validation
- Technical Analysis
- Project Management
- Data Analysis
- Strong Work Ethic
- Product Development
- Statistics and SAS
- SQL
- Machine Learning
- Text Analytics
- Database Management
- Interpersonal Skills
- Multitasking Abilities
- Telephone Etiquette
- Complaint Handling
- Positive Attitude
- Decision Making
- Attention to Detail
- Team Collaboration
- Active Listening
- Tech savvy
- System Implementation
- Employee Coaching
- Financial Transactions Expertise
- Deep Knowledge of Bankruptcy Processes
- Financial Analysis Aptitude
- Financial Advising
- Regulatory Compliance
- Credit Analysis
- Analytical Thinking
Timeline
Data Entry Processor
Lincoln Financial
06.2022 - Current
Workforce Management Specialist
EHealth
06.2021 - 04.2022
Financial Loan Officer
Georgia United Credit
04.2016 - 06.2021
Member Service Supervisor
BJ’s Wholesale Club
05.2011 - 03.2016
Business Administration
STRAYER UNIVERSITY