RICKEY R. EVANS
Summary
Account Manager experienced in fostering long-term client relationships through tailored solutions and effective communication. Achieved high client satisfaction and loyalty by utilizing conflict resolution and problem-solving skills in team-oriented settings. Focused on delivering efficient and empathetic service while maintaining accurate records and adapting to changing client needs.
Overview
2
2
years of post-secondary education
14
14
years of professional experience
Work History
Account Specialist
Discover Financial Services
Chicago, Illinois
05.2024 - Current
- Responded to member inquiries via phone, mail, or electronic means in a call center environment with 100% phone-based interaction.
- Promptly and efficiently handled 100 – 250 inbound calls a day.
- Assist customers with inquiries, manage account updates, and handle billing inquiries.
- Managed customer inquiries and resolved issues across multiple communication channels to enhance customer satisfaction.
- Collaborated with team members to achieve exceptional member and employee experience in all interactions with Card Services.
- Collaborated with team members to streamline account management processes, improving efficiency in service delivery.
- Assisted clients in understanding financial products and services offered by the company.
- Provided support in onboarding new clients and facilitating account setups.
- Maintained accurate records of customer interactions for future reference and analysis.
- Ensure all activities comply with relevant regulations and internal policies.
- Collaborated with other departments to resolve problems related to customer accounts.
Data Entry Specialist-Remote (Settlement Options)
Prudential
Newark, New Jersey
06.2022 - 05.2024
- Set entry priorities to enhance workflow efficiency.
- Verified and corrected data discrepancies.
- Reviewed referrals to ensure all the data is in good order and processed the request.
- Reviewed referrals to ensure all the data is in good order and processed the request.
- Collaborated with team members to ensure timely processing of data requests.
- Monitored all issues to ensure resolution and/or escalation to an appropriate party for resolution.
- Monitored spreadsheet with high priority cases.
- Maintained organized files and records for easy retrieval and reference.
- Consistently interacted with clients and colleagues in a respectful manner.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Provided policy status letters.
- Made beneficiary and ownership changes to policies.
SNAP/DCBS-Remote Caseworker
Conduent
Lexington, Kentucky
07.2018 - 07.2022
- Determined applicant eligibility for public assistance programs including SNAP, Cash Assistance, and Medical Assistance through assigned processing queue, ensuring compliance with program requirements.
- Professionally scheduled appointments and interviewed clients to determine which services would best fit their needs. Prepared necessary correspondence and documents needed to complete their application.
- Evaluated and monitored client cases to ensure they follow applicable rules, regulations and guidelines. Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide the best experience possible.
- Guided clients in accessing additional support by referring them to appropriate resources and placement assistance, enhancing their overall service experience.
- Consistently interacted with clients and colleagues in a respectful manner.
- Promoted positive relationships with clients and colleagues from diverse backgrounds, fostering an inclusive environment and improving client engagement.
Data Entry Specialist
Iron Mountain
Chicago, Illinois
08.2016 - 06.2022
- Maintained 100% accuracy rate in medical record entry, measured through regular audits and error tracking.
- Entered data into patient files and scanned all reports to ensure comprehensive documentation.
- Maintained confidentiality of patient records and ensure accuracy of medical records.
- Updated patient information in the medical database.
- Generated reports and maintained accurate records of all data entries for timely access.
- Completed tasks within deadlines set by supervisor, ensuring efficient data processing.
- Managed electronic records according to established compliance standards.
- Created reports summarizing data trends for management review.
- Assessed medical record retrieval processes to identify inefficiencies.
Customer Service Representative
Orc Protel
Lansing, Illinois
07.2015 - 07.2016
- Achieved customer satisfaction rating of 95% within six months.
- Delivered polite and detailed customer service, contributing to customer retention and overall satisfaction.
- Handled 70+ customer interactions daily, addressing inquiries and explaining products and services thoroughly to enhance customer experience.
- Answered inbound calls professionally within guidelines, directing calls effectively to optimize call flow.
Assembly Line Packer
Atlas
Tinley Park, Illinois
03.2013 - 07.2015
- Worked on production lines that achieved 100% of quality goals while exceeding production ranges daily.
- Ensured precision in assembling parts, goods, and components to meet quality standards.
- Processed product requests, created shipping tags, and accurately distributed orders to customers.
- Assisted in training new employees on packing procedures.
- Created a tidy work environment to facilitate smooth operations.
- Maintained safe work environment by consistently using required protective equipment.
Education
Diploma - General Studies
Delta Learning Center
Midlothian, IL 08.2012 - 01.2015
Skills
- Account administration
- Customer support
- Billing resolutions
- Client engagement
- CRM software
- Data entry
- Microsoft Excel
- Data analysis
- Document management
- Customer relationship development
- Customer engagement
- Problem resolution
- Issue resolution
- Relationship building
- Client interaction
- Team collaboration
- Critical thinking
- Payment processing
- COMMUNICATION: Effective communicator A highly effective team player who understands the value of working together towards a common goal
- Payment processing
- Account management
- Compliance verification
- Financial product knowledge
- Problem solving
- Time management
- Attention to detail
- Record maintenance
- Client onboarding
Volunteer work
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Assisted with special events and programs.
- Strengthened community bonds, participating in interfaith dialogues and events.
Work History
01-2024
Languages
English
Timeline
Account Specialist
Discover Financial Services
05.2024 - Current
Data Entry Specialist-Remote (Settlement Options)
Prudential
06.2022 - 05.2024
SNAP/DCBS-Remote Caseworker
Conduent
07.2018 - 07.2022
Data Entry Specialist
Iron Mountain
08.2016 - 06.2022
Customer Service Representative
Orc Protel
07.2015 - 07.2016
Assembly Line Packer
Atlas
03.2013 - 07.2015
Diploma - General Studies
Delta Learning Center
08.2012 - 01.2015