Noluthando Kassim
Sr Customer Service Representative
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
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Sr CSR-Special Projects
Maximus Inc.
Windsor Mill, MD
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.
- 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
595 E Colorado Blvd Suite 623, Pasadena, CA 91101 01.2022 - 06.2024
Associate of Science - Community And Public Health
University of The People
595 E Colorado Blvd Suite 623, Pasadena, CA 91101 02.2019 - 01.2022
Some College (No Degree) - Information Technology
Npower
1101 W Pratt St Suite 1a,Baltimore, MD 21223Skills
- Customer Service Excellence
- Communication
- Conflict Resolution
- Adaptability
- Multi-Channel Expertise
- Multitasking Abilities
- Supervision and Training
- Performance Metrics
- Team Leadership
- Dependable
References
- Tylia Gregory, Maximus, TyliaLGregory@maximus.com, 443-768-6894
- Dementry, Progress Unlimited, 443-310-1170
Timeline
Sr CSR-Special Projects
Maximus Inc.
06.2022 - Current
Bachelor of Science - Community And Public Health
University of The People
01.2022 - 06.2024
Team Lead
Maximus Inc.
11.2019 - 06.2022
Associate of Science - Community And Public Health
University of The People
02.2019 - 01.2022
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
Some College (No Degree) - Information Technology
Npower
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