Marquetta Woodruff
6680 Bennett Creek Dr ,FL
Summary
Dedicated Financial Customer Care professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Resource Support Sr Specialist
Bank Of America
Jacksonville , Florida
10.2016 - Current
- Generated and distributed PDF documentations per guidelines
- Maneuvered through multiple systems for correct execution of tasks.
- Communicated with internal team members on status of accounts
- Boosted customer experiences by delivering superior customer service, issue resolution and problem solving
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Handled customer needs and issues by working with representatives and customers directly.
- Reviewed and resolved discrepancies on multiple accounts
- Delivered excellent customer service, resulting in consistent 95% customer satisfaction rating.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Service Rep II (Mortgage)
Bank of America
Jacksonville, FL
01.2016 - 05.2016
- Used computerized systems for tracking, information gathering, and/or troubleshooting
- Assisted customers with questions or regarding their accounts received via phone and/or correspondence
- Performed accurate and quick data entry
- Explained current loan status and history
- Escalated customer complaints and provided solutions.
- Established plans and payoffs for customer loans, prioritizing control of overall costs.
- Educated customers about billing, payment processing and support policies and procedures.
Claims / Case Manager
Prudential Financial
Jacksonville, FL
02.2012 - 01.2013
- Validated life claims
- Researched SSDF files with multiple systems to match EVCI records
- Made accurate decisions on linking deceased as a Prudential insured
- Applied batch codes and merged additional policies found
Credentialing Specialist
Novitas Solutions Inc
Jacksonville, FL
05.2013 - 04.2014
- Screened and validate information given by providers
- Verified information and credentials supplied by applicant
- Created enrollment records in the Provider Enrollment Chain Organization System (Pecos)
- Scanned electronic documents attaching them to correct files
- Verbally responded to telephone and written inquires daily
Provider Enrollment Analyst
First Coast Service Options
Jacksonville, FL
09.2008 - 02.2010
- Approved enrollment applications for various providers in the US and internationally
- Reviewed financial and legal documents for accuracy
- Performed background checks and validated licenses
- Updated information in Pets, Pecos, and MCS systems
- Communicated with doctors to obtain additional information
Education
HS Diploma - undefined
Northwestern High School
Skills
- Customer Care
- Data Communications
- Complex Problem-Solving
- Financial Services
- Team Goals
- Organizational skills
- Multi Tasking
Timeline
Resource Support Sr Specialist
Bank Of America
10.2016 - Current
Customer Service Rep II (Mortgage)
Bank of America
01.2016 - 05.2016
Credentialing Specialist
Novitas Solutions Inc
05.2013 - 04.2014
Claims / Case Manager
Prudential Financial
02.2012 - 01.2013
Provider Enrollment Analyst
First Coast Service Options
09.2008 - 02.2010
HS Diploma - undefined
Northwestern High School
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