LOURDES AGELLA
Jonesboro,GA
Summary
Flexible Customer Service Representative offering ten years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
10
10
years of professional experience
Work History
HR Assistant
Aston Carter (Amazon Contract)
Hanover, MD - WFH
07.2022 - Current
- Determine eligibility and availability of leave time for each employee requesting leave for FMLA and disability accommodation.
- Determine the appropriate status of leave under FMLA and state leave regulations taking into consideration regulatory requirements, company-specific requirements, and analysis of documentation received.
- Management of a leave through duration, reporting status to Employer, employee and other internal units.
Claims Processor
Adecco USA ( Unum contract)
Chattanooga, TN - WFH
10.2021 - 04.2022
- Provides direct support to individuals with disabilities defined by the Americans with Disabilities Act (ADA) and FMLA.
- Conducts disability eligibility analyses, provides referrals, approves reasonable accommodations, and connects individuals with services to support their personal and academic goals.
- Performs intake interviews to gain a foundational understanding of individual needs and evaluates information from medical and psychological professionals to determine eligibility.
- Collected Medical information from employees and medical providers as well as information from Employers to complete claims and legal files.
Case Worker
Delaware Division of Social Services
Milford, DE - WFH
09.2020 - 08.2021
- Determines initial and continued ongoing eligibility for the following needs-based benefits issued by the Division: Food Supplement Benefits (SNAP), Medical Assistance, Delaware Healthy Children's Program (CHIP), and Subsidized Child Care.
- Interviews client, family, and professional sources to determine client's needs for various social services, including employment, job search, and essential skills remediation.
- Conducts ongoing monitoring and assessment of service delivery for optimum quality and efficiency and authorizes and recommends changes and adjustments as needed.
Customer Service Call Center Representative
Teletech
Englewood, CO - WFH
07.2019 - 06.2021
- Assists customers with Debit Card inquiries including, but not limited to new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases, and card status research/changes resulting from Fraud Alerts or Lost/stolen cards
- Provides efficient and effective service to customers, prospective customers, and branch personnel via inbound telephone calls, email requests, secure messages, chat, or other avenues approved by the Bank
- Answers retail and some basic commercial customer phone call inquiries including, but not limited to: account inquiries; general loan inquiries; stop payment requests; address/account type changes; loan payment reversals; fee or charge reversals.
Data Entry Clerk
Hanover Foods Corporations
Ridgely, MD
03.2013 - 07.2017
- Entered numerical data into databases with speed and accuracy using 10-key pad
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Education
Associate Degree - Human Services
Delaware Technical Community College
05.2020
Certificate- Medical Assistance -
Harris School of Business
12.2012
High School Diploma -
North Dorchester High School
05.2008
Skills
- Multitasking
- Critical Thinking
- Organizational Skills
- Computer Skills
- Problem-solving Skills
- Decision-making
- Communication skills
- Time Management Skills
- Good Work Ethic
- Leadership skills
- Teamwork/Collaboration
- Learning/adaptability skills
- Interpersonal skills
- Open-mindedness
- 60 wpm Typing Speed
- CRM Software
- Data Entry Software
- Microsoft Teams
- Customer Service
- 10-Key Data Entry
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
HR Assistant
Aston Carter (Amazon Contract)
07.2022 - Current
Claims Processor
Adecco USA ( Unum contract)
10.2021 - 04.2022
Case Worker
Delaware Division of Social Services
09.2020 - 08.2021
Customer Service Call Center Representative
Teletech
07.2019 - 06.2021
Data Entry Clerk
Hanover Foods Corporations
03.2013 - 07.2017
Associate Degree - Human Services
Delaware Technical Community College
Certificate- Medical Assistance -
Harris School of Business
High School Diploma -
North Dorchester High School
Similar Profiles
Joshua GarciaJoshua Garcia
Call Center Coordinator at Aston Carter (Remote Contract)Call Center Coordinator at Aston Carter (Remote Contract)
Kristen GlassKristen Glass
Amazon Homepage Performance Team Program Manager at Aston Carter - AmazonAmazon Homepage Performance Team Program Manager at Aston Carter - Amazon
AnJeanette (Anjee) DealAnJeanette (Anjee) Deal
Transportation Specialist ROC at Aston Carter-AmazonTransportation Specialist ROC at Aston Carter-Amazon