Ebony Norman
High Point,NC
Summary
Detail-oriented, client-centered professional with customer service experience and leadership skills. Possesses a collaborative approach to assess, plan, manage, and advocate for options and services. Communicates effectively to meet individual needs and coordinates available resources to promote quality outcomes. Academic Honors Recognition / Honor Roll. Accustomed to working in fast-paced, high-demand environments. Effective problem solver, able to assess situations and identify solutions. Microsoft Office Applications (Word, Excel, and PowerPoint) and 10-Key Data Entry Skills.
Overview
16
16
years of professional experience
Work History
Supervisor Customer Care
Everise (formerly Continuum Global Solutions)
Greensboro, NC
11.2021 - 01.2025
- Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns.
- Manage a staff of 5+ employees, monitoring productivity, organizing workflow, and setting goals regarding work allocation and review (KPI).
- Adhere to HIPAA law and AETNA Better Health procedures and policies.
- Utilize the following Medical Management Software/Systems: Avaya, Five9, and Verint.
- Microsoft Office: Word, Excel, Outlook, and Teams; review/draft letters, reports/spreadsheets, send/receive emails, chat, and attend virtual meetings.
- Direct and/or manage all activities associated with Call Center operations.
- Establish and implement performance and service standards.
- Assess and analyze team performance, identify gaps, and provide feedback and coaching.
Member Advocate
Continuum Global Solutions
Greensboro, NC
09.2021 - 11.2021
- Handled inbound telephone calls and followed HIPAA guidelines and AETNA Better Health policies.
- Promoted November 2021 to a management role, managing a team of over 50 employees.
- Provided service to customer inquiries and complaints concerning medical records and billing.
- Exhibit emotional intelligence, patience, and empathy with the providers and patients.
- Avaya System: access to log in/out and use the various communication lines.
- MS Applications: Word, Excel, Outlook, and Teams; letters, reports, send/receive emails, chat, and attended virtual training and meetings.
- Five9 Medical Management Software: verify patient demographics and healthcare plans.
- Insurance verification: confirmed coverage and eligibility.
- Demonstrated excellent soft skills to provide the best customer service experience for our customers.
- Provided information about customers' current plans and products.
- Identified and positioned new solutions that align with customer needs.
Quality Control Inspector / Data Entry Specialist
ZIEHL-ABEGG USA
Greensboro, NC
10.2020 - 09.2021
- Verified freight upon delivery and conducted visual inspections to ensure quality.
- Informed management of material discrepancies or defects via email.
- Documented product details accurately and regularly in MS Excel spreadsheets.
Assembly Worker / Machine Operator
Lotus Bakeries
Mebane, NC
12.2019 - 09.2020
- Made equipment adjustments as necessary to produce products within specifications.
- Inspected cookies for quality and ensured proper packaging.
- Maintained clean and sanitized station and worked well in a team atmosphere.
Assembly Worker / Machine Operator
Thermo Fisher Scientific
High Point, NC
03.2017 - 11.2019
- Operated processing equipment by Standard Operating Procedures (SOPs).
- Checked the temperature of medicine and performed inspections under microscopes to ensure quality.
- Entered data accurately in the computer system and reported any issues to the supervisor.
- Cleaned and sanitized work area per company policy.
Retail Cashier / Customer Service
Goodwill Industries
Archdale, NC
11.2013 - 04.2015
- Positively interacted with customers and demonstrated high customer service.
- Scanned merchandise, processed transactions, accepted payments, and stocked shelves.
- Sorted products and organized displays on the sales floor.
- Worked as a team member to ensure customers received the best possible service.
Lead Trainer / Cashier / Customer Service
High Point University
High Point, NC
08.2008 - 05.2013
- Opened and closed locations, trained new employees, completed inventory counts, and delegated tasks.
- Answered incoming calls and handled large orders.
- Operated the cash register, processed payments, and issued change.
- Prepared food, communicated effectively with customers and staff, and resolved problems.
- Ensured food safety procedures were followed and customer service standards were met.
Education
Bachelor of Science Degree - Cyber Security
Strayer University
09.2025
Associate of Science Degree - Health and Human Services
Ultimate Medical Academy
01.2021
Skills
- Advocacy
- Counseling
- Case Management
- Social Services
- Healthcare Delivery
- Vulnerable Populations
- Wellness Community Resources
- Public and Community Health Systems
- Program Planning
- Interview Techniques Delivery of Services
- Program Management
- Social Programs Family Dynamics
- Diversity
- Cultural Diversity
- Human Behavior
- Social Welfare
- Values and Ethics Medical Terminology
- HIPAA Compliance
- Interpersonal Professional Communications Allied Healthcare
- Health and Human Services
- Anatomy & Physiology
- Pathophysiology
- Self-Care
Timeline
Supervisor Customer Care
Everise (formerly Continuum Global Solutions)
11.2021 - 01.2025
Member Advocate
Continuum Global Solutions
09.2021 - 11.2021
Quality Control Inspector / Data Entry Specialist
ZIEHL-ABEGG USA
10.2020 - 09.2021
Assembly Worker / Machine Operator
Lotus Bakeries
12.2019 - 09.2020
Assembly Worker / Machine Operator
Thermo Fisher Scientific
03.2017 - 11.2019
Retail Cashier / Customer Service
Goodwill Industries
11.2013 - 04.2015
Lead Trainer / Cashier / Customer Service
High Point University
08.2008 - 05.2013
Bachelor of Science Degree - Cyber Security
Strayer University
Associate of Science Degree - Health and Human Services
Ultimate Medical Academy
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