Summary
Overview
Work History
Education
Skills
Timeline
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Uzziah Walker

Newport News,VA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Capital One
Newport News, VA
02.2023 - 09.2024
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Call Center Sales Representative

Citizens
Newport News, VA
01.2022 - 02.2023
  • Answered incoming calls from customers, providing prompt and accurate information.
  • Provided product recommendations based on customer needs.
  • Made outbound sales calls to potential customers to promote products and services.
  • Processed orders for customers over the phone.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Followed up with customers after purchase or service delivery to ensure satisfaction levels were met.
  • Utilized a computer system to track customer accounts and update order information.
  • Identified opportunities to cross-sell additional products and services to existing customers.
  • Handled escalated customer service issues professionally and efficiently.
  • Demonstrated excellent listening skills while interacting with customers via telephone or email.
  • Reviewed daily performance metrics such as average wait time, number of calls answered.
  • Participated in team meetings to discuss strategies for improving customer service experience.
  • Responded promptly to emails sent by customers seeking support or assistance.
  • Assessed customer feedback surveys and made adjustments accordingly.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Followed up on sales leads through outbound calling.
  • Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
  • Cross-sold additional products and services to purchasing customers.
  • Collaborated with new customers to give details about company offerings.
  • Documented sales call data in company software.
  • Provided timely, courteous, and knowledgeable responses to information requests.
  • Communicated effectively with clientele to maintain customer satisfaction and loyalty.
  • Achieved established sales targets by generating new customer accounts.

Unemployment Claims Specialist

Faneuil
Newport News, VA
05.2020 - 12.2022
  • Assessed client information and prepared unemployment claims forms.
  • Reviewed and verified accuracy of submitted documents.
  • Provided guidance and assistance to claimants in completing applications.
  • Investigated eligibility requirements for unemployment benefits.
  • Responded to inquiries regarding unemployment insurance regulations, laws, policies, procedures, and claims status.
  • Maintained accurate records of all transactions related to unemployment insurance payments.
  • Resolved discrepancies between claimant's reported income and employer's reported wages.
  • Advised claimants about their rights under the applicable state law.
  • Notified employers about their potential liability for payment of UI benefits.
  • Calculated weekly benefit amounts according to established guidelines.
  • Input communication with applicants into computer system to facilitate future clarification and knowledgeable support.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Answered questions and responded to inquiries to deliver high level of service to patients.
  • Conducted interviews with applicants, explaining benefits process, and which programs were available.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.

Medicaid Eligibility Specialist

Maximus Call Center
Hampton, VA
02.2018 - 04.2020
  • Reviewed applications and supporting documents to determine applicant's eligibility for Medicaid benefits.
  • Conducted initial eligibility screenings for Medicaid applicants.
  • Compiled and documented information regarding applicant's income, assets, insurance coverage and other relevant data.
  • Verified accuracy of applicant's financial information against third-party sources such as employers, banks or government agencies.
  • Processed requests for changes in existing Medicaid cases.
  • Assisted individuals with the completion of complex paperwork related to their application process.
  • Researched discrepancies between submitted forms and available records to ensure compliance with regulations.
  • Maintained up-to-date knowledge of state and federal regulations pertaining to Medicaid eligibility.
  • Performed periodic audits of case files to ensure accuracy and completeness.
  • Investigated complaints regarding eligibility determinations or denials.
  • Responded promptly to inquiries from applicants, providers and other stakeholders concerning Medicaid services.
  • Collaborated with other departments within the organization in order to resolve issues relating to Medicaid eligibility requirements.
  • Advised clients on how best to utilize available resources in order to meet their needs.
  • Updated case management systems with current information regarding client status.
  • Established relationships with community organizations that provide assistance in obtaining health care services for low-income families.
  • Assisted customers by phone and scheduled appointments and treatments.
  • Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
  • Answered questions and responded to inquiries to deliver high level of service to patients.
  • Proofread documents carefully to check accuracy and completeness of all paperwork.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Conducted interviews with applicants, explaining benefits process, and which programs were available.

Education

High School Diploma -

Menchville High School
Newport News, VA
06-2014

Skills

  • Call Management
  • Scheduling
  • Inbound and Outbound Calling
  • Consultative Sales
  • Complaint resolution
  • Paperwork Processing
  • Account updating
  • Data Collection
  • Data Entry
  • Product Knowledge
  • High-energy attitude
  • Customer Service
  • Coordination
  • Computer Proficiency
  • Medical terminology knowledge
  • CRM Software
  • Reading Comprehension
  • Microsoft Outlook
  • Receiving support
  • Customer Relationship Management (CRM)
  • Delivery Scheduling
  • Client Relations
  • Microsoft PowerPoint
  • Calendaring
  • Product Education
  • Sales expertise
  • Administrative Support
  • Payment Processing
  • Spreadsheets
  • Positive and professional
  • Typing proficiency
  • Order Processing
  • Credit card payment processing
  • Customer consulting
  • Escalation management
  • Minute Taking
  • Product Sales
  • Typing 45 WPM
  • Dispute Resolution
  • System implementation
  • Grammar
  • Filing
  • Critical Thinking
  • Tactful and diplomatic
  • Complaint Handling
  • Call Center Operations
  • Team Development
  • Prioritization
  • Cash counting
  • Customer Relationship Management
  • Customer Needs Assessment
  • Money Handling
  • Financial Transactions
  • Signature Verification
  • Money orders
  • Balance Transfers
  • Upselling skills
  • Customer relationship development
  • Teller Support
  • Money Transfer Systems
  • Money Management
  • Stress Tolerance
  • Goal-Oriented
  • Phone Etiquette
  • Call handling
  • Billing management
  • Spreadsheet tracking
  • Appointment Scheduling
  • File Maintenance
  • Quality Control
  • Account Management
  • Needs Assessment
  • Call Documentation
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Quality Assurance Controls
  • Team building
  • Rapport Building
  • Customer Data Confidentiality
  • Professional telephone demeanor
  • Problem-Solving
  • Administrative and Office Support
  • Organizational Skills
  • Time management abilities
  • Problem-solving aptitude
  • Issue and Complaint Resolution
  • Billing Procedures
  • Account Updates
  • Professional Demeanor
  • Professional phone voice
  • Relationship Building
  • Order and Refund Processing
  • Billing Adjustments and Refunds
  • Conflict Resolution
  • Product Recommendations
  • Call Metrics
  • Computer Skills
  • Employee Coaching
  • Microsoft Office
  • Persuasion skills
  • Self Motivation
  • Decision-Making
  • Emotional Intelligence
  • Microsoft Exchange
  • Excellent Communication
  • Complaint Investigation
  • Effective Communication
  • Sales and Upselling
  • Goal Setting
  • POS Systems and Ordering Platforms
  • Professionalism

Timeline

Customer Service Representative

Capital One
02.2023 - 09.2024

Call Center Sales Representative

Citizens
01.2022 - 02.2023

Unemployment Claims Specialist

Faneuil
05.2020 - 12.2022

Medicaid Eligibility Specialist

Maximus Call Center
02.2018 - 04.2020

High School Diploma -

Menchville High School

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Uzziah Walker