Overview
Work History
Education
Skills
Timeline
Generic

Sunya Simms

Indian Head,MD

Overview

7
7
years of professional experience

Work History

Help Desk Analyst

Telesis HQ
Calverton, Maryland
  • Logged support tickets and closed when issues were resolved.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Member Service Representative

NASA Federal Credit Union
06.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Educated and engaged customers with new bank products and services.
  • Responded to customer calls and emails to answer questions about products and services.
  • Opened customer accounts and provided deposit and withdrawal receipts.
  • Verified customer identification and documentation for compliant transactions.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
  • Resolved customer issues through thorough dispute investigation.
  • Cross-sold bank services and products to uplift customer investments.

Contact Center; Services Assistant IV

Arlington County Government, DES
11.2021 - 11.2022
  • Providing quality and professional support via phone or email to customers who have complex issues, complaints, and requests relating to a broad range of County programs including billing, refuse and water services;
  • Collaborating directly with utility billing staff on complicated or escalated billing issues to respond to customer complaints or determine appropriate course of action for emergency situations;
  • Establishing pay plans for outstanding balances, processing requests for investigations, and accepting payment for restoration of service after disconnection;
  • Creating new utility accounts and providing advisory services related to payment issues;
  • Preparing and responding to emails, letters and other written correspondences, reflecting and explaining the County's position on complex issues and problems;
  • Grant bill extensions and assists with bill collections by initiating turn/offs for nonpayment.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Addressed customer account discrepancies and concerns.
  • Verified accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Maintained user account data by initiating account access and establishing in database.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Processed debit and credit card and electronic check payments.

Call Center Health Benefits Officer

American Foreign Service Protective Association
04.2019 - 10.2021
  • Consults with varying levels of public officials to include ambassadors, politicians, diplomats, doctors, etc.;
  • Completes comprehensive analysis of benefits for sponsors, dependents & beneficiaries to provide coverage confirmation;
  • Responds to electronic and written inquiries regarding claim submissions by providing explanation of benefits and reimbursement status;
  • Analyzes responses to incoming correspondence for spelling, grammatical errors, missing data, and inclusiveness of all required information for claim adjudication;
  • Create excel spreadsheet for weekly audits for all in-bound requests organized into specified category for weekly report.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.

Call Center Representative

Dominion National
12.2016 - 08.2017
  • Consulted with patients, dentist's and specialists providing guidance on policies, resources, future appointments as required;
  • Processed daily credit/debit transactions for account balancing and reconciliation;
  • Validated claim status and reimbursements responding to customer inquiries and concerns;
  • Analyzed and verified incoming requests for information on federal dental program benefits;
  • Protected patient and beneficiary information in accordance with HIPAA federal standards and policies.
  • Responded to customer calls and emails to answer questions about products and services.
  • Verified customer identification and documentation for compliant transactions.
  • Resolved customer issues through thorough dispute investigation.
  • Answered phone calls and answered questions from potential customers.
  • Acted as first point of contact and set appointments for prospective clients.
  • Oversaw and verified adherence to government regulations by maintaining sensitive data and complying with international laws.

Education

High School Diploma -

Penn Foster Career School
Scranton, PA

cosmetologist

The Hair Academy
Carrolton, MD

Skills

  • Adaptability
  • Clear Communication Skills
  • Time management
  • Patience
  • Pay close attention to detail
  • Great listening ability
  • Teller Transactions
  • Member Relations
  • Information Updates
  • Customer Support
  • Microsoft Office

Timeline

Member Service Representative

NASA Federal Credit Union
06.2023 - Current

Contact Center; Services Assistant IV

Arlington County Government, DES
11.2021 - 11.2022

Call Center Health Benefits Officer

American Foreign Service Protective Association
04.2019 - 10.2021

Call Center Representative

Dominion National
12.2016 - 08.2017

High School Diploma -

Penn Foster Career School

cosmetologist

The Hair Academy

Help Desk Analyst

Telesis HQ

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Sunya Simms