Nancy Anderson

• Document and manage cases within applicable systems by reviewing, updating, and closing daily
• Leverage resources for troubleshooting solutions to client questions
• Prioritize tasks for quarter end and year-end processing and reporting
• Update payroll records by entering changes in exemptions, insurance coverage, and savings deductions
• Maintain employee's confidential financial information
• Resolve complex payroll discrepancies to maintain accuracy
• Resolved payroll discrepancies quickly and successfully.
• Maintain financial records and ledgers.
• Determined hardware and network system issues using proactive troubleshooting techniques.

• Responded to and resolved escalated issues and/or unique complex requests from customers and Customer Service
• Customer setups, credit/debit/rebills, email support, Pharmacy
• Help Desk assistance and first level escalation resolution
• Understood department metrics including Call Abandonment and Call Quality)
• Trained in pharmacy benefit plans servicing plans such as Medicare, Tricare, Commercial, and HCR
• Deescalated aggressive customer behavior
• Communicated with patients, ensuring that medical information was kept private.
• Handled escalated calls professionally with appropriate solutions
• Navigated multiple computer systems and applications
• Referred unresolved customer grievances to designated departments for further investigation.

• Promoted effective verbal and written communication through listening, speaking, reading and writing practice.
• Evaluated academic skills of each student through verbal assessments, graded assignments and standardized tests.
• Helped students develop academic, social and emotional skills for long-term success.
• Prepared and implemented lesson plans covering required course topics.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Completed in-service and additional training to maintain professional growth.

• Built strong relationships with customers through positive attitude and attentive response.
• Mentored and guided employees to foster proper completion of assigned duties.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Maintained team flexibility and embraced change to adapt within dynamic markets.

COMMUNITYSERVICE & VOLUNTEERISM

Blood Drive Feb 2007

Coordinator

HONORS / AFFILIATIONS(S)

Caribbean Student Association September 2009 - Present

Principle Award2007

National Honor Society 2006-2007

SECURITY LICENSE

April 2017