Summary
Overview
Work History
Education
Skills
Certification
Software
References
Timeline
Generic

Noluthando Kassim

Taneytown,MD

Summary

Highly accomplished and results-driven professional with extensive experience in customer service, team leadership, supervision, and case management. Adept at managing and inspiring cross-functional teams to deliver exceptional customer support and drive business growth. Possess a proven track record of exceeding customer satisfaction targets and achieving operational excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Sr Customer Service Representative

Maximus Inc.
06.2022 - Current
  • Responsible for interacting with Maryland state brokers and CAC's to provide information in response to inquiries about programs and services in the contact center.
  • Resolve escalated issues within expected time frames.
  • Record Customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services using AWS.
  • Record customer interactions and transactions, by documenting details of inquiries, complaints, comments, and actions taken. Follow standard operating procedures to ensure consistency and accuracy.
  • Address customer inquiries and resolve problems to ensure that appropriate changes are made in the HBX system.
  • Refer unresolved customer grievances to MHBE and MDH for further investigation, using Salesforce.
  • Communicate with supervisor regarding any potential needs or concerns.
  • Perform Data entry accurately and research using MMIS, Salesforce and HBX systems.
  • Perform other duties as assigned by management.
  • Manage over 35 cases per day.

Team Lead

Maximus Inc.
11.2019 - 06.2022
  • Acted as subject matter expert and maintain up-to-date knowledge of all Contact Center programs and systems.
  • Provided ongoing training, support and real-time quality monitoring of Consumer Services Specialists to improve performance.
  • Maintained updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
  • Handled escalated calls, including complaints, from Consumer Services Specialists (CSS) and escalate to the Call Center Supervisor for resolution, as needed
  • Responded to all inquiries consistent with confidentiality and privacy policies and referred callers to alternate sources when appropriate
  • Answered inbound calls during times of high call volume or upon request of management.
  • Anticipated issues proactively and escalated to management as appropriate.
  • Met Quality Assurance (QA) and other key performance metrics and voted as the best lead resulting in promotion.
  • Track and document all inquiries using the applicable systems
  • Worked closely with the Supervisor(s) in resolving difficult and complex consumer interactions and tasks
  • Reviewed and provided feedback on Contact Center documentation and processes.
  • Managed over 50 CSR's and customer calls per day.

Customer Service Representative

Maximus
09.2018 - 09.2019
  • Tracked and Documented all inquiries using Salesforce.
  • Accurately verified information and updated information databases as necessary.
  • Offered new services based on the needs of a customer.
  • Discussed promotions, products, and anything pertaining to better and more satisfactory service for the customer.
  • Showed a clear understanding of departments and their procedures.
  • Redirect calls as needed and work with the supervisor to address any outstanding issues or concerns.
  • Continually seek to promote the mission and brand of the company by providing excellent customer service at any opportunity
  • Met the highest quality assurance and other key performance metrics.

Certified Medication Technician

Progress unlimited
03.2018 - 10.2019
  • Administer prescribed medications to patients and maintain related medical records
  • Verify identity of patient receiving medication and record name of drug, dosage, and time of administration on specified forms or records
  • Present medication to patient and observe ingestion or other application, or administer medication, using specified procedures
  • Take vital signs or observe patient to detect response to specified types of medications and prepare report or notify designated personnel of unexpected reactions
  • Document reasons prescribed drugs are not administered
  • Give direct patient care, such as bathing, dressing, and feeding patients, and assisting in examinations and treatments
  • Receive supply of ordered medications and apportion, mix, or assemble drugs for administration to patient
  • Record and restock medication inventories.

Field Technician

Kite Technology Group
05.2018 - 06.2018
  • Assisted with PC preparation and deployment at client sites
  • Assisted with setup of firewalls, switches, and other client equipment
  • Assisted with Maintenance of client Active Dir Assist clients with software/hardware issues
  • Other tasks as required by supervisor.

Education

Bachelor of Science - Community And Public Health

University of The People
06-2024

Associate of Science - Community And Public Health

University of The People
07.2023

Some College (No Degree) - Information Technology

Npower

Skills

  • Customer Service Excellence
  • Communication
  • Conflict Resolution
  • Adaptability
  • Case Management & Service Coordination
  • Multitasking Abilities
  • Supervision and Training
  • Performance Metrics
  • Team Leadership
  • Dependable
  • Medicaid & HCBS Programs
  • Client Advocacy
  • Inbound and Outbound Calling
  • Call Management
  • Scheduling
  • Data Entry
  • Medical Terminology

Certification

  • Certificate in Public Health and Health Services
  • Certificate in Human Biology
  • Certificate in Epidemiology
  • Certificate in Behavioral Health

Software

Medicaid Management Information System

Salesforce CRM

Amazon Web Services

Microsoft Office Suite: Word, Excel: Outlook, PowerPoint

Health Benefit Exchange System

Microsoft Teams

Google Workspace

References

Stephanie Cooper

Supervisor

Stephaniecooper@maximus.com

Kierra Bell

Team Lead

Kierrabell2@maximus.com, 443-373-1665

Selmika Tillett

Collegue

Selmikabtillett@maximus.com, 443-449-4961

Timeline

Sr Customer Service Representative

Maximus Inc.
06.2022 - Current

Team Lead

Maximus Inc.
11.2019 - 06.2022

Customer Service Representative

Maximus
09.2018 - 09.2019

Field Technician

Kite Technology Group
05.2018 - 06.2018

Certified Medication Technician

Progress unlimited
03.2018 - 10.2019

Bachelor of Science - Community And Public Health

University of The People

Associate of Science - Community And Public Health

University of The People

Some College (No Degree) - Information Technology

Npower

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Noluthando Kassim