Vonciel Westmoreland
Atlanta,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Contractor
Instaworks gigs
Atlanta, GA
11.2020 - Current
- Greeted guests and provided excellent customer service.
- Set up tables, chairs, linens, china and glassware for events.
- Assisted in prepping food items for buffet-style service.
- Ensured the cleanliness of all event areas before, during and after an event.
- Prepared alcoholic and non-alcoholic beverages according to recipe standards.
- Maintained inventory of liquor, beer, wine, and other beverage items.
- Provided drink suggestions to customers based on their preferences.
- Processed payments accurately and efficiently with POS system.
- Developed and executed brand awareness campaigns to increase customer engagement.
- Attended trade shows, conferences, and other marketing events as a representative of the company.
- Coordinated with internal teams to ensure all tasks related to brand ambassador duties were completed accurately.
- Provided customer service support during promotional events or when needed.
- Introduced sales, promotions and other brand initiatives to gain customer loyalty.
- Organized displays according to company standards and specifications.
- Stocked and rotated shelves and built displays to deliver results for stores and suppliers.
- Built product displays and placed appropriate signage for merchandise.
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Printed labels and tags for for-sale merchandise.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
Social Services Case Manager
Gwinnett County Department of CPS
Lawrenceville, GA
03.2023 - 07.2023
- Conducted home visits to assess the safety of living environments for clients.
- Developed individualized care plans with input from clients and their families.
- Maintained accurate case records and documentation according to agency guidelines.
- Compiled reports on cases and submitted them to supervisors as required.
- Attended court hearings as a representative of the organization when needed.
- Counseled clients on available resources within the community that could help meet their needs.
- Provided referrals to appropriate health care providers or other community resources.
- Monitored client progress through regular follow-up contacts.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Coordinated transportation services for clients who lacked access to reliable transportation.
- Assisted with applications for government benefits such as Medicaid or Social Security Disability Insurance.
- Collaborated with healthcare providers, lawyers, employers and other stakeholders involved in a client's case.
Service Delivery Manager
Chime Solutions
Morrow, GA
08.2020 - 01.2023
- Conducted daily huddles with the team to provide information, education, recognition, and motivation.
- Evaluated areas for improvement and offered guidance through documented action plans aimed at staff development
- Teamed up with internal departments to enhance service procedures
- Compiled detailed assessments on performance indicators
- Engaged stakeholders to streamline and improve service delivery methods
- Held frequent discussions with clients to understand their needs and goals
- Analyzed customer feedback surveys results to identify opportunities for improvement.
Sr. Claims Analyst/Team Leader
Aliera Healthcare
Sandy Springs, GA
03.2019 - 08.2020
- Reviewed customer claims to assess coverage under policy provisions
- Achieved on-time payment processing by working closely with the finance and accounting teams.
- Attended sessions to enhance insurance product knowledge
- Ensured compliance with data confidentiality protocols
- Gathered proper documentation and data to prepare claims for submission.
- Coordinated with healthcare providers to verify services rendered and resolve billing discrepancies.
- Maintained confidentiality of claimant information in accordance with privacy laws and regulations.
- Conducted training sessions for new hires on claims processing and company protocols.
- Communicated with policyholders to explain claims processes, coverage, and decisions.
- Collaborated with underwriting teams to suggest policy adjustments based on claims trends.
- Supported policyholders through the claims process, providing exceptional customer service.
- Documented all claims activities clearly and concisely in the claims management system, according to established procedures.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Provided coaching and feedback on employee performance, with regular performance reviews to assess individual team member progress, while encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Maintained a positive work environment that promoted collaboration between team members.
Scholarship Administrator/Case Worker
Department of Early Care and Learning
Atlanta, GA
08.2018 - 02.2019
- Processed initial and renewal CAPS scholarship administration applications to determine program eligibility for applications from an assigned region.
- Completed duties involving both digital and physical applications
- Ensured accuracy of information by liaising with various external organizations
- Synthesized information from diverse resources to produce necessary documents
- Delivered swift responses to customer inquiries using both phone and email
- Educated consumers about CAPS benefits
Customer Service Representative
Delta Dental
Alpharetta, GA
12.2016 - 05.2018
- Responded to calls and emails, offering customer support
- Managed form workflows to guarantee accurate allocation across departments
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Reservations Agent
Southwest Airlines/ Airtran Airways
Atlanta
12.2011 - 12.2016
- Managed inquiries from customers through various communication channels, including phone, email, and chat
- Secured airspace utilizing computer systems
- Updated records efficiently to ensure information accuracy
- Cross-sold rental cars and hotels from outside merchants
- Provided support for new employee integration
- Processed payment transactions accurately and efficiently.
- Ensured that all customer interactions were handled in a professional manner at all times.
- Informed customers about applicable discounts or promotional offers available for their stay.
- Explained cancellation policies clearly to customers prior to booking.
Prepaid Help Desk Specialist/Call Center
RBS Lynk
Atlanta
04.2009 - 11.2011
- Increased revenue by promoting use of prepaid debit solutions
- Ensured data integrity and timely input within specified deadlines
- Oversaw file processing and client contact
- Managed troubleshooting tasks related to prepaid credit cards
- Prepared fresh recruits for job roles
Customer Service Sales Specialist
Gem Shopping Network
Duluth, GA
02.2008 - 11.2009
- Engaged prospective clients through sales-oriented phone conversations.
- Performed systematic data entry.
- Provided comprehensive knowledge of gems and crystals to each client.
- Achieved favorable price points through vendor-client negotiations.
- Identified additional sales opportunities based on client needs
Assistant Financial Center Manager
Washington Mutual Bank
Alpharetta, GA
01.2002 - 01.2008
- Directed daily operations for a retail bank, including branch sales, business development, customer service, and credit analysis.
- Provided hands-on training of operational policy and procedures.
- Served as an integral member of the sales team and leader in loan-related products and services.
- Developed a strategic marketing strategy to target accountants, attorneys, medical professionals, and other small business owners with our small business-leading products, resulting in substantial referrals.
- Analyzed financial statements and pertinent information to pre-determine creditworthiness of prospective clients.
- Handled quality assurance tasks and conducted weekly audits
Education
Dual BA - Psychology, Human Services
Clayton State University
Morrow, GA12.2012
Certificate of Completion - Medical Assistance
Ross Medical Education Center
Decatur, GA01.2001
Skills
- Microsoft
- Powerpoint
- Excel
- Amadeus
- CRM
- IVR
- AVD
- Gateway
- Maxstar
- Vmware
- Linux Administrator
- Sharepoint
- Case Management
- Problem solving
- Scheduling and Planning
- Microsoft Office
- HIPAA
- Communication
- Time management
- Live chat
- Staff Management
Personal Information
Work Permit: Authorized to work in the US for any employer
Additionalinformation - Qualifications
- Skilled at learning new concepts quickly while working well under pressure
- Possess excellent interpersonal, time management, and organizational skills
- Excel at recognizing customers' needs and achieving balance between customers needs and company goals and policies
- Ability to select, influence, and motivate employees for efficient job performance.
Assessments
- Customer Focus & Orientation Skills, Highly Proficient, 05/01/19
- Call Center Customer Service, Highly Proficient, 11/01/19
Languages
English
Professional
References
References available upon request.
Timeline
Social Services Case Manager
Gwinnett County Department of CPS
03.2023 - 07.2023
Contractor
Instaworks gigs
11.2020 - Current
Service Delivery Manager
Chime Solutions
08.2020 - 01.2023
Sr. Claims Analyst/Team Leader
Aliera Healthcare
03.2019 - 08.2020
Scholarship Administrator/Case Worker
Department of Early Care and Learning
08.2018 - 02.2019
Customer Service Representative
Delta Dental
12.2016 - 05.2018
Reservations Agent
Southwest Airlines/ Airtran Airways
12.2011 - 12.2016
Prepaid Help Desk Specialist/Call Center
RBS Lynk
04.2009 - 11.2011
Customer Service Sales Specialist
Gem Shopping Network
02.2008 - 11.2009
Assistant Financial Center Manager
Washington Mutual Bank
01.2002 - 01.2008
Dual BA - Psychology, Human Services
Clayton State University
Certificate of Completion - Medical Assistance
Ross Medical Education Center
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