Summary
Overview
Work History
Education
Skills
Timeline
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Samuel Lawson

Nottingham,MD

Summary

To obtain a position in a flourishing company to further enhance my social, and business skills.

Overview

18
18
years of professional experience

Work History

Customer Service Advocate II

CareFirst BlueCross BlueShield
Owings Mills, MD
06.2023 - Current
  • Responsible for answering members, providers & brokers inquiries pertaining to benefits, claims resolution, eligibility, and billing questions in a call center environment
  • Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
  • Responding to incoming emails, providing frontline customer support.
  • Process claims and provide accurate information to providers about claims and authorizations.
  • Maintain detailed records of providers and members interactions and transactions

Human Resources Associate

Walmart
Ellicott City, MD
08.2021 - 06.2023
  • Scheduled and administered employee assessments and drug tests on the current staff and prospective team members
  • Met with new hires to conduct orientation and on-boarding sessions
  • Managed the onboarding of new employees, including processing paperwork, conducting orientations and providing information such as compensation, benefits and the opportunities for promotion
  • Organized background checks and drug screening processes
  • Scheduled interviews with management teams
  • Screened and pre-interviewed candidates referred for hiring consideration.

Customer Resolution Specialist

IKEA
Nottingham, MD
07.2020 - 07.2021
  • Managed inbound and outbound calls to respond to inquiries and resolve concerns
  • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
  • Issued refunds, merchandise exchanges, and price adjustments in compliance with company policies
  • Advised customers on status of merchandise ordered and arranged for pickup and delivery
  • Conducted follow-up calls at customer locations.

Call Center Representative

Education Affiliates Inc
Nottingham, MD
10.2019 - 06.2020
  • Transfer phone calls to appropriate campus
  • Provide information about the campuses
  • Completed contract forms, prepared change of address records.

Customer Service Agent

Southwest Airlines
Baltimore, MD
05.2010 - 03.2018
  • Checking passengers in
  • Rebooking passengers
  • Issuing boarding passes
  • Handling cash, checks, and credit cards
  • Check in baggage, and cargo
  • Answering telephones
  • Greeting, and handling passengers in a polite manner.

Passenger Service Agent

United Airlines
Dulles, VA
04.2006 - 03.2009
BlueShield
  • Rebooking passengers
  • Boarding, and deboarding passengers
  • Assist customers in a friendly manner
  • Assist customers with special needs
  • Issuing boarding passes
  • Communicate with customers, ground, and aircraft personnel.

Education

High School Diploma -

Red Rock Job Corps Center
05.2004

Skills

  • Microsoft office
  • Data entry
  • Receptionist
  • Typing 45 WPM
  • Word processing
  • Customer service
  • Internet & Email
  • Photocopy Machine
  • Multi-line switchboard
  • Alpha & numeric filing
  • Workday
  • Recruiting
  • High-energy attitude
  • Inbound and Outbound Calling
  • Call Center Operations
  • Problem-solving abilities

Timeline

Customer Service Advocate II

CareFirst BlueCross BlueShield
06.2023 - Current

Human Resources Associate

Walmart
08.2021 - 06.2023

Customer Resolution Specialist

IKEA
07.2020 - 07.2021

Call Center Representative

Education Affiliates Inc
10.2019 - 06.2020

Customer Service Agent

Southwest Airlines
05.2010 - 03.2018

Passenger Service Agent

United Airlines
04.2006 - 03.2009

High School Diploma -

Red Rock Job Corps Center

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Samuel Lawson