Siani Nelson
Philadelphia,PA
Summary
Hardworking Customer Service Representative with experience working with international customer base. Trained in project and time management with extensive knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationship with clients to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Service Center Representative
Internal Revenue Service, IRS
06.2023 - Current
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
- Streamlined call handling processes for increased efficiency and reduced hold times.
- Managed high call volumes while maintaining professional demeanor and strong attention to detail.
- Resolved customer complaints by investigating issues, identifying solutions, and implementing corrective actions.
- Updated account information to maintain customer records.
CNA
Phoebe Wyncote
01.2023 - 06.2023
- Assist residents with ADL’s
- Answering residents call bells in a timely matter
- Monitoring residents vital signs
- Feeding residents and documenting meal & drink intake
- Repositioning residents every 2 hours
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
Service Center Representative
Sedgwick
02.2022 - 10.2022
- Pay strong attention to detail/multi-task/phone
- Educate and inform claimants about documents required to process claims and required time frames
- Educate claimants on client requirements and benefit details of the call
- Assigns new claims to the appropriate claims handler
- Direct customer calls to the appropriate contact or escalate to Service Center Specialist as needed
Home Health Aide
Ateam Homecare
06.2020 - 02.2022
- Help clients with ADL’s
- Transporting and accompanying patients to appointments
- Documents client care
- Monitor clients vital signs, temp, & respiration & report any changes
Education
Local 1199c Training Fund
03.2016
Northeast Highschool
Philadelphia, PA06.2013
Skills
- Proficiency in MS Office, Word, Excel
- Excellent oral and written communication
- Knowledge of consumer debit
- Experience in healthcare and banking collections
- Manage high call volume
- Maintain updates and monitors customer account information
- Experience in computer troubleshooting
- I'm a natural leader, I lead by example
References
Available upon request
Timeline
Service Center Representative
Internal Revenue Service, IRS
06.2023 - Current
CNA
Phoebe Wyncote
01.2023 - 06.2023
Service Center Representative
Sedgwick
02.2022 - 10.2022
Home Health Aide
Ateam Homecare
06.2020 - 02.2022
Local 1199c Training Fund
Northeast Highschool
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