Sadaesha Howard
Summary
Dedicated and results driven Customer Service Representative with a record of exceeding customer/client satisfaction targets. Seeking to leverage effective communication and critical thinking skills to maintain a customer/client centric approach. Proven ability to establish and build rapport with clients and customers while exceeding all needs and meeting all quotas. I am dependable and driven. I have strong time management skills, can prioritize, and I have superior communication skills.
Overview
8
8
years of professional experience
Work History
Customer Experience Representative
Allina Health
05.2024 - Current
- Deliver exceptional customer support, resolving inquiries and enhancing satisfaction through effective communication.
- Implemented feedback mechanisms to gather insights, driving improvements in service quality and customer engagement.
- Collaborated with cross-functional teams to streamline processes, ensuring timely resolution of customer issues.
- Refill medication orders and request from doctors and patients.
- Operate a multi-phone and computer systems for scheduling, registration, and handling sensitive medical records.
MNSURE Application Processor
State Of MN
MN
07.2023 - 05.2024
- Processed applications for Minnesota residents for health coverage
- Provided information regarding coverage monthly premiums status of coverage.
- Cross worked with all MN counties regarding medical assistance.
- Verified Customer/client income.
- Received and management incoming calls.
- Enter and update data in a client management system.
- Provide information and services in a culturally and linguistically appropriate manner.
- Establish and maintain MNsure certification and knowledge of public and private health insurance information.
- Demonstrate sensitivity, empathy regarding human service issues.
- Project a non-judgmental attitude towards those requiring assistance.
Courts Payment Clerk Call Center
Minnesota Judicial Branch
07.2022 - 07.2023
- Answered a large volume of incoming telephone calls from members of the public in jurisdictions across Minnesota, in accordance with established procedures and performance metrics.
- Aided, information and instructions to callers related to citations, the processes for fine payment and case status; troubleshoots common problems callers experience when making electronic payments; looks up citation or case information in court case information system (MNCIS) to provide more individualized caller assistance, and when applicable update the case record.
- Followed established processes and practices when responding to incoming calls from individuals with questions about a case (es).
- Discusses payment options including a one-time, 30-day extension or a payment plan.
- Engaged language line staff when the caller prefers to converse in a language other than English.
- Upon request, schedules a hearing officer appointment for payable and traffic cases in Hennepin and Ramsey district courts.
- Escalated complex technical questions or unresolved caller concerns to more senior staff.
- Refers callers to court administration when question or issue falls outside the scope of MN Court Payment Center functions.
- Refers callers to the appropriate electronic payment systems.
Reservation Agent
Sun Country Airlines
09.2018 - 05.2020
- Assisting and advising customers who may be choosing from a variety of travel options.
- Making reservations for customers based on their various requirements and budgetary allowances.
- Checking the availability of accommodation or transportation on the customers’ desired travel dates.
- Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
- Processing payments and sending confirmation details to customers.
- Sorting out any issues that may arise with bookings or reservations.
- Selling and promoting reservation services.
- Answering any questions customers might have about the reservation process.
- Up-selling, when appropriate, by informing customers of additional services or special packages, such as tour tickets, travel insurance, or upgraded seats/accommodations.
- Providing support to customers who may need to amend or cancel a reservation.
Program Assistant
St. Paul Public Housing Agency
St. Paul
04.2017 - 08.2018
- Verified new perspective and current tenant information was accurate and up to date.
- Verified and logged deadlines.
- Responded to daily inquires.
- Assisted with tenants needs and answered questions/ concerns.
- Managed case load of residents/ tenants
- Provided teamwork and building relationships.
- Communicating while maintaining complete confidentiality. Conflict resolution/problem solving.
- Writing detailed incident reports and accurately recording required data.
- Assessing and responding to emergency situations.
Education
Diploma -
Central Senior High
Saint Paul, MN01.2010
Skills
- Verbal communication
- Phone skills
- Listening
- Data entry
- Proficient in Word, Excel, Outlook, PowerPoint
- Customer service
- Attention to detail
- Professionalism
- Multi-tasking
- Call center experience
- Appointment scheduling
- Problem-solving skills
Timeline
Customer Experience Representative
Allina Health
05.2024 - Current
MNSURE Application Processor
State Of MN
07.2023 - 05.2024
Courts Payment Clerk Call Center
Minnesota Judicial Branch
07.2022 - 07.2023
Reservation Agent
Sun Country Airlines
09.2018 - 05.2020
Program Assistant
St. Paul Public Housing Agency
04.2017 - 08.2018
Diploma -
Central Senior High