Serena Wade
Atlanta,GA
Summary
- Seasoned ethical customer service veteran with more than twelve years of experience seeking an opportunity in a rapid growth organization.
- Highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.
- Dedicated to providing exceptional customer service through active listening and problem solving.
- Energetic with strong time management skills who thrives in a fast-paced, dynamic environment.
- Successful at troubleshooting and handling customer support issues in a timely manner.
Overview
24
24
years of professional experience
Work History
Customer Care Professional (Healthcare)
Centene Corporations - NurseWise
Atlanta, GA
06.2014 - Current
- Accurately documented, researched and resolved customer service issues.
- Actively use tools and apply problem-solving skills to identify immediate member needs; including potential crisis calls and escalation of crisis calls according to standard operating procedures..
- Effectively complete outreach encounters to members of multiple health plans to complete health assessments and review treatment plans.
- Knowledge of 22 plus statewide Medicaid health plans.
- Participates in the assessment, training/ coaching, and mentoring of newly hired employees.
- Provide feedback from audit calls in Uptivity.
- Recipient of Patient Care Advocate Certification
Customer Care Representative (Healthcare)
Prestige Staffing/Centene Corporations - NurseWise
Atlanta, GA
01.2014 - 06.2014
- Accurately documented, researched and resolved customer service issues.
- Acted professionally and patiently when addressing negative customer feedback.
- Addressed and resolved customer product complaints empathetically and professionally.
- Defused volatile customer situations calmly and courteously.
- Gathered and verified all required customer information for tracking purposes.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Mastery of customer service management systems and databases.
Tech Support Specialist/Staging Software
Prestige Staffing Stratix System
Duluth, GA
10.2012 - 01.2014
- Assisted customers of various Fortune 500 companies with troubleshooting and resolution of computers/phones/I pads/scanners..
- Established work priorities, and evaluated costs and time requirements for business need and service level agreements.
- Prioritized importance of components and provided recommendations for recovering losses and appropriate use of backup equipment and recovery of valuable data.
- Resolved computer-related problems, such as inoperative hardware or software.
Medical Record
RemeX Staffing/Outcomes Health Information Solution
Alpharetta, GA
01.2012 - 10.2012
- Coordinated the request and delivery of medical records as necessary for completion of the HEDIS project Managed multiple priorities and delivered effective results in a production driven environment.
- Delivered highly professional customer service and increased customer satisfaction ratings documented through customer engagement surveys.
- Instrumental in completion of project on time and within budget
- Recognized for achieving best call quality and customer service excellence.
Customer Service Representative
Randstad Staffing /Delta Dental Insurance Company
Alpharetta, GA
11.2010 - 06.2011
- Effectively managed a high influx of inbound calls within a dynamic call center environment.
- Provided excellent service to customers with information regarding basic eligibility, benefits, and claims
- Responded to customer inquiries and requests and resolved issues efficiently and professionally.
- Utilized multiple call center support applications to efficiently assist customers and agents.
Pension Benefits Consultant/Financial Analyst
Adecco Staffing /MetLife Insurance
Alpharetta, GA
02.2007 - 07.2010
- Mailed out correspondence as well as review incoming correspondence
- Managed and maintained 1600 plus annuitant's accounts in databases related to overpayment, hold suspense accounts, and the escheatment of payments.
- Prepares and analyzes quality reports for management staff review.
- Process General Ledgers/Journal Entries.
- Resolved open outstanding accounts for state audit.
- Worked on special projects as assigned in a timely manner.
Financial Services Representative
E-Trade Financial
Alpharetta, GA
04.2006 - 01.2007
- Administrator of client, estate and guardian accounts.
- Provided quotes.
- Accepted payments for Stock Accounts.
- Responded to inquiries as well as educate applicants of financial obligations.
Senior Claims Representative
AON Risk Management
Chicago, IL
01.2002 - 04.2006
- Payable /Receivable Accounts payment.
- Processed claims/Judicator.
- Provided customer service /support from database system.
- Responded to client correspondence.
Education
Continuing Education - Computer Science
Strayer University
Roswell, GACertificate - Accountant
Taylor Business Institute
Chicago, ILSkills
- Call Management
- Communication Proficiency
- Extensive history with predictive dialers
- Logical Thinker
- Multitask Skilled in call center operations
- Strong problem solving aptitude
- Teamwork Orientation
- Time Management,
- Avaya Software knowledge
- Citrix
- Customer Record
- IAT Smart Dial Management(CRM)
- Microsoft Suite
- Outlook
- SAP-System Application Products
- SharePoint
- TrueCare
Timeline
Customer Care Professional (Healthcare)
Centene Corporations - NurseWise
06.2014 - Current
Customer Care Representative (Healthcare)
Prestige Staffing/Centene Corporations - NurseWise
01.2014 - 06.2014
Tech Support Specialist/Staging Software
Prestige Staffing Stratix System
10.2012 - 01.2014
Medical Record
RemeX Staffing/Outcomes Health Information Solution
01.2012 - 10.2012
Customer Service Representative
Randstad Staffing /Delta Dental Insurance Company
11.2010 - 06.2011
Pension Benefits Consultant/Financial Analyst
Adecco Staffing /MetLife Insurance
02.2007 - 07.2010
Financial Services Representative
E-Trade Financial
04.2006 - 01.2007
Senior Claims Representative
AON Risk Management
01.2002 - 04.2006
Continuing Education - Computer Science
Strayer University
Certificate - Accountant
Taylor Business Institute