Karen Lee Bunks Fischer
Customer Service Agent
Atco,NJ
Summary
Currently seeking an off-site/remote position utilizing my varied experience in customer service in numerous settings and case management with emphasis on strong interpersonal skills and teamwork dynamics.
Overview
32
32
years of professional experience
Work History
Customer Service Agent
Xpanxion-UST Global/Department of Health and Human Services
08.2021 - 07.2023
- Respond to inbound calls and requests for customer assistance and support in completing application(s) (Medicaid / Economic Assistance) or responding to questions pertaining to the application status or any documents required to complete a successful application on a government website.
- Verified all pertinent case information (Social Security Number, legal name, and address) prior to releasing any confidential details.
- Followed approved scripts for handling calls from an external toll-free number.
- Utilized the language line to complete an application or a status update.
- Ensure that the application(s) are completed in an efficient, compliant, and accurate and timely manner.
- Complete new or recertification and review applications for accuracy prior to submitting for expedited processing or priority.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Confirmed application was submitted and processed through confirmation number.
- Save application to PDF file and upload it for eligibility processing through the DHHS.
- Adhere to contract standards for productivity, accuracy, and quality.
- Maintain a professional, courteous, and empathetic demeanor.
- Endorsed HIPAA privacy rules, safeguarded confidential information, and completed required courses to maintain certification.
- Trained new agents on how to efficiently complete and verify an application for positive processing and Quality Assurance.
- Attended morning Team meeting for updates from the DHHS referencing application, processing, additional training, website, and IT Tech changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Communicated in Microsoft Teams through Team Leaders, Personal Chat, Quality Assurance, and Team Members for questions or concerns for outstanding customer service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Agent
Navient/Xtend Healthcare Services (New Jersey Vaccine Scheduling Systems-NJVSS)
02.2021 - 02.2022
- Complete registration of COVID-19 Phase 1, Phase 2 and Booster vaccinations and answer questions through a comprehensive Flow Call Script.
- Provided information for location sites, times, websites, and NJ COVID-19 government websites where to receive the vaccinations.
- Verified that the customer received their email or text for COVID-19 vaccination details.
- Experience representing customers with professionalism, diplomacy, and consideration.
- Managed fast-paced inbound calls while multitasking through Microsoft Edge, Outlook, and government websites.
- Attend daily huddles (Microsoft Teams) for important updates on COVID-19 guidelines with the New Jersey Department of Health.
- Provide prompt and accurate information in a courteous and professional manner as an L2 Agent.
- Connect consumers with leadership of Direct Supervisors and Chat Box Agent Support through live chat (Team Members, Skype, Zendesk, Personal Chat and Internal email) for immediate attention as needed.
- Assist customers with a warm and empathetic voice and understanding for their concerns.
Store Associate
Kohl's Department Stores, Inc
11.2008 - 02.2021
- Provide outstanding customer service for a strong and positive shopping experience.
- Customer Service recovery for returns, organize merchandise in the department, and customer care.
- Maintained tidy and organized store to comply with cleanliness standards.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color for all departments.
- Liaison for Ship from Store as a personal shopper for online orders, packaging, and delivery in a timely manner.
- Prompt attention to customer online shopping for pick-up at customer service.
- Process Amazon returns.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Used in-store system to locate inventory and place special orders for customers.
- Assist in other departments as needed.
Legal Administrative Assistant
Law Offices of Michael J. Ward
01.2016 - 01.2018
- Manage and prioritize inbound and outbound calls.
- Maintained organized office and case-specific paper and digital files for easy tracking and retrieval.
- Helped with intake of new clients and materials by setting up files and documenting important information.
- Screened phone calls to effectively handle less important inquiries and keep senior staff free for more important matters.
- Generated pleadings and other legal documents for review by attorneys.
- Prepared and drafted correspondence and legal forms to maintain smooth communications.
- Filed court documents and legal pleadings with court clerk on behalf of attorneys.
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Created and printed legal documents for attorneys to review.
- Transcribed information from typed or handwritten notes, shorthand or dictation and confirmed accuracy and correct formatting of documents.
- Process, prioritize, and sort incoming and outgoing mail.
- Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
Administrative Assistant / Receptionist
Center For Family Services
04.2006 - 05.2007
- Responsible for data entry and verification of personal and medical information for accuracy.
- Provide friendly customer service.
- Collect and process health insurance co-pays and fees for group meetings, counseling, and overdue balances.
- Provide administrative support for the management, counselors, and office staff members.
- Compose and type correspondence for management and counselors.
- Manage and sort incoming and outgoing mail.
- Volunteered to help with special projects of varying degrees.
- Scheduled client appointments for counseling sessions.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
Court Clerk
United States Bankruptcy Court
08.1991 - 02.2003
- Case Manager for a heavy capacity of Bankruptcy Petitions (Chapters 7, 13, and 11).
- Prioritize immediate data entry and filing of documents into the appropriate files.
- Scan and upload Bankruptcy Petition, Proof of Claim, Motions, correspondence, and other legal documents into PDF format using Lotus Notes
- Expeditiously, generated bankruptcy hearing notices and correspondence in a timely manner.
- Support team members with answering questions or concerns and providing resolutions with a positive outcome.
- Settle ledger for deposit at the end of the day
- Organize and sort large volumes of mail for immediate distribution to the case managers
- Telecommunication for a high Inbound and Outbound call volume
- Provide information on procedures via mail or telecommunication for attorneys, staff, or the public.
- Court Recorder for all hearings held in Court and took pertinent notes, for correct validity of spelling for two judges, Organize recorded hearing tapes for a transcript request.
- Set up a new file or close a dismissed or discharged file.
- Responded to in-person and telephone requests for information from the general public, attorneys and other involved parties.
- Examined legal documents submitted to courts for adherence to laws and court procedures.
- Processed bankruptcy petitions, legal documents, payments and fees, maintained accurate drawers and issued receipts.
- Issued public notification of official activities or meetings.
Education
College credit - Elementary Education
Camden County College / Rowan University
Blackwood, NJCollege credits - Elementary Education
Gloucester County College - Township of Deptford, NJ
High school diploma - College Prep
Overbrook High School - Pine Hill, NJ
06.1978
Skills
- Customer Service
- Microsoft Office
- Case Management
- Inbound Call Management
- Outstanding Communication Skills
- Empathetic and Genuine
- Information Verification
- Call Control
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Agent
Xpanxion-UST Global/Department of Health and Human Services
08.2021 - 07.2023
Customer Service Agent
Navient/Xtend Healthcare Services (New Jersey Vaccine Scheduling Systems-NJVSS)
02.2021 - 02.2022
Legal Administrative Assistant
Law Offices of Michael J. Ward
01.2016 - 01.2018
Store Associate
Kohl's Department Stores, Inc
11.2008 - 02.2021
Administrative Assistant / Receptionist
Center For Family Services
04.2006 - 05.2007
Court Clerk
United States Bankruptcy Court
08.1991 - 02.2003
College credit - Elementary Education
Camden County College / Rowan University
College credits - Elementary Education
Gloucester County College - Township of Deptford, NJ
High school diploma - College Prep
Overbrook High School - Pine Hill, NJ
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