Norman Hurt Sr.
Newport News,VA
Summary
During more than 15 years of experience working in customer service, sales retention and account management for Fortune 500 companies including AT&T Communication, Simon & Schuster Publishing Co. United Parcel Service, Sprint/Nextel Communication, Cox Communications and Bank of America I have consistently exceeded sales, service and quality goals. Serving as metrics champion, peer coach and associate engagement advisor, I have developed new hires and shared demonstrated best practices to assist in team building and strategies.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Minister of Music
Shiloh Baptist Church
Norfolk, VA
12.2016 - Current
- Oversee all musical aspects of worship services, rehearsals, training workshops, concerts, etc
- Developed and implemented music programs for special events and services.
- Created a library of vocal, instrumental, and choral music selections.
- Directed worship services, including selecting appropriate music, leading congregational singing, providing accompaniment on piano or organ, and coordinating with other musicians in the service.
- Coordinate with all ministries regarding church functions requiring music
- Maintenance and upgrades of all instruments and equipment
- Coordinate with choir officers to maintain attendance records, disseminate weekly schedules, musical selections and updates
- Submit bi-yearly budget recommendations.
- Coached soloists in preparation for special performances.
- Collaborated with pastors to plan meaningful worship experiences that incorporated music into the overall service design.
Prior Authorization Specialist (Contract Position)
CVS Pharmacy
Richardson, TX
10.2022 - 07.2023
- Provided accurate information to all parties, including patients, insurance providers, healthcare staff and office personnel by using effective written and verbal communication skills.
- Research and resolve medical and billing issues
- Processing medication prior authorization requirements in a timely manner
- Adhere to Federally mandated HIPPA guidelines.
- Reviewed prior authorization requests to ensure accuracy and completeness of required information.
- Coordinated with other departments to obtain additional information needed for prior authorization.
- Processed appeals in a timely manner as per policy guidelines.
- Maintained accurate records of all authorization activities in the database system.
Technical Support Representative (Remote)
Cox Communications
Norfolk, VA
11.2015 - 03.2022
- Assisted customers with various types of technical issues via email, live chat and telephone
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Utilized automated systems to manage and track customer inquiries through to completion
- Aided in development of customer acclimation plans for helping clients adjust to implementation of new products
- Informed senior leadership of product development issues discovered via technical support calls with customers
- Documented customer complaints and inquiries for use in technical documentation and bug tracking
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Customer Service Representative
Sprint
Hampton, VA
09.2015 - 11.2015
- Handling a high volume of calls, multi-tasking, and working both independently and as part of a team
- Tasks included; problem solving, cross selling and customer retention
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Educated customers on special pricing opportunities and company offerings
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Customer Service Representative
Bank of America/Stewart Lender Services
Chesapeake, VA
09.2008 - 09.2015
- Credit card servicing, resolving billing disputes, deepening business relationship with additional products and services
- Senior collection associate – Mortgage loan servicing, collecting on default mortgages, prequalifying for mortgage assistance programs
- Customer relationship manager – Default mortgage servicing, review applicants for mortgage loss mitigation programs, probing to determine root cause of default, determine fast, fair and final resolution, collecting and scrubbing detailed financial documents and ensuring file completion within established FHA service level agreements SLA's) and exceeding quality metrics.
Director of Music & Arts
Sixth Mount Zion Baptist Temple
03.2005 - 12.2009
- Coordinating staff of 10 paid and 50 volunteer staff members
- Planning and overseeing all aspects of the music ministry, workshops, services, outings, and recordings.
Education
Associate of Science - Christian Studies
The Sure Foundation Theological Institute
Studies in Music Education -
Berklee College of Music
Skills
- Call Center Operations
- Peer to peer coaching
- Onboarding coaching
- Technical Troubleshooting
- Troubleshooting abilities
- Diagnosing issues
- Instructing customers
- Adaptive team player
- Inbound and Outbound Calling
- Customer support needs assessment
- MS Office proficiency
Certification
- Certified FHA Counselor, Bank of America
- HUD Certified Counselor, Bank of America
References
References available upon request
Timeline
Prior Authorization Specialist (Contract Position)
CVS Pharmacy
10.2022 - 07.2023
Minister of Music
Shiloh Baptist Church
12.2016 - Current
Technical Support Representative (Remote)
Cox Communications
11.2015 - 03.2022
Customer Service Representative
Sprint
09.2015 - 11.2015
Customer Service Representative
Bank of America/Stewart Lender Services
09.2008 - 09.2015
Director of Music & Arts
Sixth Mount Zion Baptist Temple
03.2005 - 12.2009
Associate of Science - Christian Studies
The Sure Foundation Theological Institute
Studies in Music Education -
Berklee College of Music
- Certified FHA Counselor, Bank of America
- HUD Certified Counselor, Bank of America
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