Summary
Overview
Work History
Education
Skills
Assessments
Timeline
Generic

Stacy Ward

New Orleans,LA

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

22
22
years of professional experience

Work History

Help Desk Support Representative

YRCI
06.2021 - Current
  • Provide help desk support services to Separated and Retired Federal Employees, for the Government Insurance Service Branch (GISB) regarding their Health coverage in three different systems - Direct Premium Remittance System (DPRS), Centralized Enrollment Clearinghouse System (CLER), and Tribal Insurance Processing System (TIPS).
  • Assist Agencies and Staff with the different Public Laws: 98-615 (Spouse Equity), 100-654 (TCC – Temporary Continuation of Coverage), 102-484 (DOD – RIF), 101-303 (Annuitants), 111-5 (ACA)
  • Sorts incoming documents, locating, assembling information and correcting errors.
  • Supervise and train new personal personnel, addressing questions, escalations and Assist and advise customers with a variety of problems and questions.
  • Properly escalate unresolved queries to the next level of support
  • Answer 30 plus calls daily
  • Update customer data
  • Record all calls in Service Now
  • Handle calls from nationwide service providers/ agencies in regards to retirement, survivor, disability, and Temporary Continuation of Coverage (TCC) accounts.
  • Performed research on insurance carriers to identify the unique value they offer their customers
  • Trained new help desk representatives, ensuring a consistent level of high-quality service across the team.
  • Delivered exceptional service to clients by patiently addressing concerns and troubleshooting problems effectively.

Call Center Customer Service Representative

Plexos Group
08.2020 - 06.2021
  • File new claims
  • File weekly Certificate
  • Help them with solving problems
  • Emails answering 30 plus calls daily

FSW/Lead Assistant

Chartwells
08.2015 - 08.2020
  • Assisting with Production Records
  • Assisting with Physical Inventory
  • Assisting with weekly food/ supplies order
  • Assisting with the preparation of food for breakfast and lunch - following county-wide menu
  • Food Temperature (checking and recording)
  • Sanitation of kitchen
  • Federal regulations (correct portions for proper age group, reimbursable meals, etc.)
  • Health Department regulations

Customer Service Representative /Warehouse Coordinator

Beatriz Ball
10.2013 - 06.2015
  • Oversees product by monitoring production: loading and moving product
  • Stores product by designating storage areas: adjusting storage area according to production and shipping requirements: updating location database
  • Documents actions by completing forms, reports, logs and records maintain database
  • Resolve customer complaints via phone, email, mail and Skype
  • Prepare orders, refunds, or exchanges for Local and International Clients
  • Oversees all Inventory quality and quantity for all Marketing Invents

Front Office Representative

Roof Technologies
07.2011 - 02.2013
  • I provided administrative support (phones, filing, faxes, correspondence, errands)
  • Performed general Clerical Duties such as typing, answering phones
  • Maintained information database (clients, consultants, managers, and prospects)
  • Confirmed accuracy of data prior to posting into out database
  • Accounts Receivable and Account Payable duties

Data Entry Clerk/Administrative Assistance

Donovan Marine
08.2002 - 09.2010
  • Processed payments from vendors
  • Processed between 600 and 1600 invoices daily from warehouses around the US
  • Provided administrative support (phones, filing, faxing, errands)
  • Manage calendar, expense reports, and travel arrangements
  • Keep track of received data and source documents
  • Prepared and sorted source documents, and identified and interpreted data to be entered
  • Performed general clerical duties such as typing, answering phones
  • Resolve questions, inconsistencies, or missing data from coordinator
  • Provided training new associates on proprietary databases
  • Assisted as needed in travel arrangement, vacation, direct mail, gift purchases
  • Maintained track of received data and source documents

Education

HS Diploma - Business Administration

University of New Orleans
New Orleans, LA
08.2004

Skills

  • QuickBooks
  • Accounts Payable
  • Accounts Receivable
  • Office Management
  • Sage
  • Office Administration
  • Personal Assistant Experience
  • Event Planning
  • Calendar Management
  • Clerical Experience
  • Microsoft Excel
  • Microsoft Outlook
  • Accounting
  • Microsoft Office Suite
  • Excel
  • Account Edge
  • ICal and Outlook Calendars
  • Databases
  • Bookkeeping
  • Payroll
  • Windows
  • Research
  • Customer service
  • Help desk
  • Customer relationship management
  • Hospitality
  • Communication skills
  • Sales
  • Microsoft Word
  • Microsoft PowerPoint
  • Pricing

Assessments

  • Customer focus & orientation, Proficient, 12/01/21
  • Verbal communication, Proficient, 06/01/24
  • Work motivation, Proficient, 06/01/24
  • Attention to detail, Proficient, 02/01/24
  • Call center customer service, Proficient, 07/01/24
  • Customer service, Proficient, 03/01/21
  • Customer service, Proficient, 12/01/21
  • Sales skills, Proficient, 03/01/22
  • Administrative support professional fit, Proficient, 08/01/20

Timeline

Help Desk Support Representative

YRCI
06.2021 - Current

Call Center Customer Service Representative

Plexos Group
08.2020 - 06.2021

FSW/Lead Assistant

Chartwells
08.2015 - 08.2020

Customer Service Representative /Warehouse Coordinator

Beatriz Ball
10.2013 - 06.2015

Front Office Representative

Roof Technologies
07.2011 - 02.2013

Data Entry Clerk/Administrative Assistance

Donovan Marine
08.2002 - 09.2010

HS Diploma - Business Administration

University of New Orleans

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Stacy Ward