Markeida Pearce
Columbus,United States
Summary
Talented personal banker bringing expertise in remote banking support honed in fast-paced call center environments. Highly successful at maintaining strong call control, surpassing productivity targets and cultivating referrals. Excellent cross-selling skills with patient and persuasive approach.
Overview
12
12
years of professional experience
Work History
Phone Banker
US Bankcorp
12.2022 - Current
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Educated clients on services and digital channels.
- Delivered client services and acquired new relationships by cross-selling relevant products and services.
Insurance Customer Service Representative
Elevance
11.2021 - 12.2022
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
- Advised customers on required information for claim submissions to progress applications
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Educated customers about billing, payment processing and support policies and procedures
Fraud Analyst
Global Payments
10.2020 - 11.2021
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Developed and implemented procedures to detect and prevent fraud.
- Worked with third-party vendors to access and analyze data and systems.
Server Trainer
Red Lobster Restaurant
05.2016 - 03.2020
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Monitored new server performance and offered continuous support throughout training period.
- Provided feedback and guidance to help servers develop industry skills and knowledge.
Lead Server Trainer
Applebee's Neighborhood Grill & Bar
01.2012 - 03.2016
- Taught staff how to deliver outstanding service to every customer without sacrificing profit objectives.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Demonstrated strong knowledge of food and beverage service standards and led by example to instill in new servers.
- Instructed servers on proper techniques for taking orders, serving food and providing customer service.
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Taught servers to memorize menu ingredients and provide information on preparation methods.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
Education
Nursing
Chattahoochee Valley Community College
Phenix City, ALHigh School Diploma -
Shaw High School
Columbus, GA08.2001
Skills
- Phone Inquiries
- Interoffice Communications
- Online Systems
- Wire Transfer
- Password Management
- Health Insurance Industry Knowledge
- Customer Experience
- Enrollment Assistance
- Fraud Prevention and Detection
- Loss Mitigation
- Verbal and Written Communication
- Communications Strategies
Timeline
Phone Banker
US Bankcorp
12.2022 - Current
Insurance Customer Service Representative
Elevance
11.2021 - 12.2022
Fraud Analyst
Global Payments
10.2020 - 11.2021
Server Trainer
Red Lobster Restaurant
05.2016 - 03.2020
Lead Server Trainer
Applebee's Neighborhood Grill & Bar
01.2012 - 03.2016
Nursing
Chattahoochee Valley Community College
High School Diploma -
Shaw High School
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