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
National Finance Center=DPRS Unit
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
New Orleans, LA
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
Gretna, LA
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
Harvey, LA
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
Gretna, LA
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
Harahan, LA
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, LA08.2004
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