Ngina Allen
Charlotte,NC
Summary
Dynamic professional with extensive experience at Verizon Wireless, specializing in customer service and case management. Demonstrated expertise in resolving complex issues through effective communication and problem-solving. Achievements include significant improvements in customer retention and optimization of billing analytics, showcasing attention to detail and commitment to client satisfaction.
Overview
20
20
years of professional experience
Work History
Caseworker
New Hanover County
Wilmington, NC
11.2023 - Current
- Interviewing clients and authorized collateral contacts using various complex automated systems
- Explaining requirements and benefits of all Medicaid programs to determine eligibility and/or re-eligibility for various programs.
- Researching and evaluating resources
- Verifying information submitted by clients.
- Processing applications
- Compiling and entering data into the computer database or the State of North Carolina
- Explaining and recommending local, state, and federal programs
- Referring clients to appropriate agencies
- Documenting determinations and statuses of client cases
Customer Service Advocate
Verizon Wireless
Wilmington, NC
06.2006 - 08.2023
- Proactively reviewed all customer account information to identify and match customer's current and future needs.
- Used expert negotiation and problem-solving skills to resolve complex customer concerns.
- Prioritized and organized daily follow-ups to ensure timely resolution.
- Contributed to churn reduction and customer retention through proactive customer service.
- Successfully positioned solutions to increase the value of the customer’s wireless experience.
Customer Service Specialist
Verizon Wireless
Wilmington, NC
08.2005 - 06.2006
- Handled high volume of inbound 800# calls.
- Troubleshot and educated customers with equipment-related issues.
- Explained features, and benefits of products, and services to existing customers.
- Analyzed customer account data and made recommendations based on customer needs.
- Researched and resolved billing, service, pricing claims, and adjustments.
IT Project Coordinator
Qwest Communications
Arlington, VA
Education
Bachelor of Science (BS) - Information Systems
University of North Carolina at Wilmington
Wilmington, NCBachelor of Science (BS) - Accounting
University of North Carolina at Wilmington
Wilmington, NCSkills
- Customer Service Policies and Procedures
- Case management
- Eligibility determination
- Effective communication
- Attention to detail
- Problem solving
- Billing Analytics
- Problem-Solving
Affiliations
Traveling
Reading
Listening to music
References
References available upon request.
Timeline
Caseworker
New Hanover County
11.2023 - Current
Customer Service Advocate
Verizon Wireless
06.2006 - 08.2023
Customer Service Specialist
Verizon Wireless
08.2005 - 06.2006
IT Project Coordinator
Qwest Communications
Bachelor of Science (BS) - Information Systems
University of North Carolina at Wilmington
Bachelor of Science (BS) - Accounting
University of North Carolina at Wilmington
Similar Profiles
Dana RhodesDana Rhodes
Human Resources Analyst at New Hanover CountyHuman Resources Analyst at New Hanover County
James MarinoJames Marino
911 Telecommunicator Zone II at New Hanover County911 Telecommunicator Zone II at New Hanover County
Hope DownsHope Downs
911 Director at New Hanover County911 Director at New Hanover County
ADRIAN CRUZ-CORDEROADRIAN CRUZ-CORDERO
Automotive Service Consultant at Hendrick Lexus Charlotte; Hendrick Automotive GroupAutomotive Service Consultant at Hendrick Lexus Charlotte; Hendrick Automotive Group
Mi'Kayla McBrideMi'Kayla McBride
Customer Service Representative at City of CharlotteCustomer Service Representative at City of Charlotte