Summary
Work History
Education
Skills
Timeline
Generic
Whitney Cotton

Whitney Cotton

Customer Success
Atlanta,Georgia

Summary

Friendly Service Advocate with extensive customer follow-up experience to reach mutually satisfactory resolutions. Committed to improving customer satisfaction by constantly pursuing new ways to improve customer service. Adept at troubleshooting problems with customers professionally and emphatically.

Work History

ERS Advocate II

AAA The Auto Club Group
08.2018 - Current
  • Analyzed customers' issues and complaints and initiated corrective
  • Promoting member satisfaction, providing seamless service to ensure customer service goals, metrics and standards are met
  • Organized supporting documentation for individuals under evaluation and coordinated paperwork transfers to correct staff members.
  • Performed follow-up services for dissatisfied customers.
  • Troubleshooting, Navigation, Dispatch Problem-Solving measures responding to 60+ calls daily
  • Accepts payment from members and manage accounts for fraud and Suspicious activity
  • Processing member requests for emergency road service utilizing Salesforce

Clerk I

36th District Court
01.2017 - 08.2018
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Maintained filing system and organized customer documents for easy retrieval of information.
  • Managed calendars and scheduled appointments to maintain smooth flow of operations.
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff.
  • Edited and proofread documents for accuracy and completeness.
  • Assisted with onboarding of new employees.

Prior Authorization Coordinator

Med-Impact/Ultimate Staffing
09.2016 - 01.2017
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Tracked referral submission during facilitation of prior authorization issuance.
  • Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines and correct handling of PPI.
  • Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.

Quality Inspector

Workbox Staffing
02.2016 - 05.2016
  • Inspected Produce daily with accuracy, reporting problems or defects quickly.
  • Discarded and rejected products, materials and equipment not conforming with specifications.
  • Documented findings and produced reports to aide management in assessing and correcting quality concerns.
  • Stayed up-to-date on changing product trends by studying local markets, blueprints, product designs and specifications.
  • Communicated with production team members about quality issues.

Data Entry Clerk

Manpower
02.2016 - 03.2016
  • Completed data entry tasks with accuracy and efficiency.
  • Organized, sorted, and checked input data against original documents.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Preserved customer confidence and protected operations by keeping information confidential.
  • Kept optimal quality levels to prevent critical errors and support team performance targets.

Contact Center Representative II

PSCU Financial Services
07.2014 - 02.2016
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • 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.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.

Home Healthcare Assistant

Sparks Home Health Care
11.2013 - 06.2014
  • Developed rapport to create safe and trusting environment for care.
  • Supervised daily activities and provided assistance to staff.
  • Assisted disabled clients to support independence and well-being.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Documented vital statistics and coordinated with health care providers.
  • Researched and recommended community resources to meet clients' needs.

Education

Bachelors of Business - Business Administration And Management

Atlanta Metropolitan State College
Atlanta, GA
06.2027

Skills

  • Decision-Making Skill
  • Social Perceptiveness
  • Customer Service
  • Leadership
  • Time management
  • Software Troubleshooting
  • Interpersonal Communication
  • Self motivated
  • Complaint Management
  • Customer Retention

Timeline

ERS Advocate II

AAA The Auto Club Group
08.2018 - Current

Clerk I

36th District Court
01.2017 - 08.2018

Prior Authorization Coordinator

Med-Impact/Ultimate Staffing
09.2016 - 01.2017

Quality Inspector

Workbox Staffing
02.2016 - 05.2016

Data Entry Clerk

Manpower
02.2016 - 03.2016

Contact Center Representative II

PSCU Financial Services
07.2014 - 02.2016

Home Healthcare Assistant

Sparks Home Health Care
11.2013 - 06.2014

Bachelors of Business - Business Administration And Management

Atlanta Metropolitan State College

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