Victoria Hineson
Atlanta,GA
Summary
Highly organized and tech-savvy professional with a strong eye for detail and a commitment to accuracy. Experienced in managing digital records, possessing data efficiently, and supporting remote teams. Thrive in independent work settings and consistently achieve dependable, high quality outcomes.
Overview
8
8
years of professional experience
Work History
Call Center Representative - SCA
Acentra Health, Contractor for Department Of Labor
Atlanta, GA
03.2024 - Current
- Enforced and upheld company policies, including HIPAA regulations and privacy standards.
- Addresses claimant complaints and concerns in a understanding and considerate approach
- Manages high-volume incoming calls to address client inquiries and resolve issues efficiently.
- Collaborates with healthcare providers to verify patient information and enhance service delivery.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Senior Resolution Coordinator
Walmart, LLC
Atlanta, GA
10.2023 - 11.2024
- Coordinated seller support by efficiently handling calls, chats, and emails, ensuring effective communication on Walmart Marketplace.
- Diagnosed and addressed challenges faced by Walmart sellers to facilitate effective product listings on Walmart's platform.
- Processed cases with proficiency, ensuring timely handling within a 30-minute target in Salesforce.
- Collaborated with team members and supervisors via Slack to address any uncertainties in various situations.
- Utilized service ticket platforms, including Jira and WERC, to facilitate effective communication with sellers for timely resolution of issues.
- Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
Call Representative
Alight Solutions, LLC
08.2022 - 09.2023
- Managed customer interactions to enhance understanding of health spending and saving accounts. Oversaw resolution of medical claims substantiation issues. Coordinated reissuance of cards and addressed balance inquiries effectively.
- Managed incoming calls with promptness, ensuring a positive and empathetic tone throughout interactions.
- Actively listened to employee concerns about health savings and spending accounts, fostering a compassionate and understanding environment.
- Generated escalation tickets when necessary, prioritizing resolution efforts for critical issues.
Driver
Amazon, LLC
Fairburn, GA
09.2021 - 05.2022
- Conducted thorough checks of delivery items against shipping instructions to uphold service quality and meet customer expectations.
- Executed careful organization and secure management of packages to ensure safe delivery.
- Operated company vans under 3 tons to transport daily needs to an average of 100 customers per day with 0 incidents.
- Analyzed route options and implemented best practices to ensure on-time delivery performance.
Waitress
Broadway Barrel House, LLC
Lebanon, OH
05.2021 - 09.2021
- Facilitated seamless dining experiences by efficiently taking orders, coordinating with chefs, and delivering appetizers and drinks with a welcoming demeanor.
- Monitored customer feedback to guarantee complete satisfaction prior to leaving the premises.
- Conducted thorough cleaning and vacuuming at the conclusion of each night shift, while facilitating appropriate gratuities for service staff.
- Structured and internalized beverage and food selections to facilitate prompt and attentive customer service.
Sales Associate
Under Armour, LLC
Lebanon, OH
10.2020 - 02.2021
- Managed cash handling and payment processing, ensuring accurate returns and transactions. Promoted brand appeal by consistently wearing Under Armour apparel during shifts.
- Analyzed shopper behavior and tracked shifts to mitigate inventory loss.
- Provided expert assistance to customers in locating and choosing products within diverse store departments, specifically in kids', men's, and women's sections.
Manager/Waitress
Drunken Bento Sushi & Nightlife Café
Cincinnati, OH
06.2018 - 09.2019
- Achieved promotion to manager within six months by consistently delivering exceptional service and operational efficiency.
- Welcomed customers to restaurant, ensuring friendly interactions and efficient seating arrangements in bar and dining areas.
- Executed operational procedures for opening and closing shifts, confirming precise cash handling by waiters and waitresses.
- Oversaw inventory management processes to maintain optimal supply levels. Conducted daily analyses to identify and address inventory shortages.
Education
No Degree -
Cincinnati Technical State & Community College
Cincinnati, OH01-2018
William Mason High School
Mason, OH04-2016
Skills
- Experienced with Microsoft Office suite
- Leadership proficiency
- Proficient in typing at 55 WPM
- Strong verbal and written communication
- Expert in Salesforce, Microsoft Teams, JIRA, Slack, Genesys etc
Timeline
Call Center Representative - SCA
Acentra Health, Contractor for Department Of Labor
03.2024 - Current
Senior Resolution Coordinator
Walmart, LLC
10.2023 - 11.2024
Call Representative
Alight Solutions, LLC
08.2022 - 09.2023
Driver
Amazon, LLC
09.2021 - 05.2022
Waitress
Broadway Barrel House, LLC
05.2021 - 09.2021
Sales Associate
Under Armour, LLC
10.2020 - 02.2021
Manager/Waitress
Drunken Bento Sushi & Nightlife Café
06.2018 - 09.2019
No Degree -
Cincinnati Technical State & Community College
William Mason High School