Summary
Work History
Education
Skills
Accomplishments
Certification
Timeline
BusinessAnalyst
Yahmima Banks

Yahmima Banks

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices, gifted in working with stressed, confused and upset individuals in need of information and supportive guidance to navigate systems.

Work History

CSR / UHC C&S Members In Distress Junior Team Lead

Ttec (TeleTech) - HealthCare Solutions
Concord, NC
07.2018 - Current
  • Individual & Family Plans Supervisor Escalation Line and Subject Matter Expert.
  • Coach 'Members In Distress' Escalation Team on techniques necessary to complete job tasks for our client United HealthCare Community & State/Medicaid and IFP Exchange insurance plans.
  • Motivate team to conquer challenges, assist with setting personal daily goals and develop monthly Coaching Action Plans. Communicate with the team through Microsoft Teams or Zoom meetings.
  • Process Quality Assurance daily to maintain company policy and procedures.
  • Generate reports on business impacts, along with weekly and monthly status reports; including key accomplishments, action plans, issues, quality percentage and attempted case files.
  • Maintain teams schedule's and ensure team is adhering to taking breaks and lunches.
  • Establish open and professional relationships with team members to achieve quick resolutions for various issues. Earned trust through open, honest communication and reliable follow-through.
  • Evaluate employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Obtain United HealthCare C&S insurance (Medicaid Managed Care Plans/MCO/PHP/IFP Exchange) member cases, examine all relevant information to assess validity of complaints to determine possible causes, such as call avoidance or lack of knowledge from UHC Member Service Advocates.
  • Review claims adjustments with Providers, submit requests to Resolution Analysts and/or assist members with submitting an Appeal, Grievance or other necessary routes for resolution.
  • Submit coaching feedbacks with Standard Operating Procedures on UHC Member Service Advocates to their Supervisors to address identified opportunities that could have made the members call successful, reducing repeat callers and helping the Advocate have a better understanding of their resources.
  • Investigate, ask probing questions and educate members of their benefit inquiries and complaints quickly. Deliver prompt service to prioritize customer needs and provide additional resources for first call resolution.

Certified Notary Signing Agent / Notary Public

Self Employed (Notary Exchange 365)
Kannapolis, NC
05.2020 - Current
  • Administer oath to document signers to obtain affirmation of truth.
  • Obtain loan documents, travel to borrowers location.
  • Established clientele of escrow offices, real estate agents and mortgage companies.
  • Look for signs of fraud or coercion and refuse notarization.
  • Support timely and accurate administrative task completion to return documents to client.

Marketing

Southern Window & Gutter Company
Charlotte, NC
03.2019 - 03.2020
  • Generated quality leads to execute product introductions for home improvement services.
  • Set tentative appointments for in-home visits with customers and Sales Representatives.

Data Entry / Mail Clerk

Manpower At JP Morgan Chase
Charlotte, NC
03.2016 - 03.2020
  • Open, sort, verify contents of mail. Ensuring the accuracy of tax documents, payments and prepare them for processing for the IRS.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports. Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
  • Typed approximately 8,000 keystrokes per hour, maintaining optimal quality levels to prevent critical errors and support team performance targets.

Substitute Teacher

Kelly Educational Services
Charlotte, NC
08.2019 - 01.2020
  • Upheld classroom routines; managing assignments, student needs and recordkeeping to support student environments and maintain consistent schedules.
  • Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.

Security / Cleaning

Live Nation
Charlotte, NC
03.2018 - 10.2018
  • Handled equipment, chemicals and materials properly and with caution.
  • Maintained the safety of the public during events.
  • Addressed any safety hazards and keep areas clean.

Correctional Officer III

NC Department Of Public Safety
Polkton, NC
09.2015 - 12.2017
  • Tracked inmates through conducting routine and emergency head counts, visitor logs and scheduled activities.
  • Safely escorted inmates to and from cells, court, hospitals and medical appointments.
  • Observed and supervised inmates throughout visits, meal time, recreation, phone calls and showers. Recognized Behavioral Disorders using my Certification for Crisis Intervention.

Guest Care Supervisor

Marriott International Inc.
Poughkeepsie, NY
01.2011 - 04.2015
  • Reviewed upcoming events and planned for expected challenges.
  • Maintained high employee satisfaction and performance with hands-on and collaborative style.

Dual-Property Sales Coordinator

Marriott International Inc.
Poughkeepsie, NY
01.2008 - 01.2011
  • Responsible for reactive and proactive sales support of two suburban select service hotels with nearly 300 combined extended stay and business transient guest rooms.
  • Managed comprehensive file audit for two hotels for Senior Area Account Executive, resulting in more than 25% capture rate for appointments.
  • Kept detailed records of sales and customer information in CRM software, updating database regularly to maintain top-notch service.

Accounts Payable / Front Office Receptionist

Marriott International Inc.
Poughkeepsie, NY
01.2001 - 01.2008
  • Ensured payment in a timely manner which included savings of 2% - 10% when paid 10 days in advance.
  • Trained Assistant General Manager of another Marriott property on how to save template functions on Oracle/PeopleSoft for a much simplified approach for selecting vendors for payment.
  • Welcomed each new arrival pleasantly, confirmed reservations, identification, check-in and out.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.

Education

Business Administration

The College of Westchester
White Plains, NY

Dutchess Community College
Poughkeepsie, NY

High School Diploma -

Talent Unlimited High School
New York, NY
07.1999

Skills

  • Microsoft 365 (Word, Power Point, Excel, Teams, SharePoint, One Drive, OneNote)
  • Organizational Systems / Health Care Systems
  • Call Center: Inbound Calls and Outbound Calls
  • Quality Assurance
  • Customer Service
  • Technical / PostgreSQL / MySQL
  • Leadership and Teamwork
  • Communication Skills / Soft Skills
  • Problem Solving
  • Critical Thinking
  • Data Entry
  • Effective Time Management

Accomplishments

  • Passed the Team Build Program with TTEC .
  • 'Certified for Team Lead Course' completion.
  • Recipient of the "Spirit to Serve Award"-. Personally recognized through my commitment to exceeding customer expectations during a Vice Presidential visit to the Poughkeepsie, NY area.

Certification

  • Crisis Intervention Training
  • Remote Leadership Certification - US Team Leaders
  • CNP - Certified Notary Public and Electronic Notary Certification

Timeline

Certified Notary Signing Agent / Notary Public

Self Employed (Notary Exchange 365)
05.2020 - Current

Substitute Teacher

Kelly Educational Services
08.2019 - 01.2020

Marketing

Southern Window & Gutter Company
03.2019 - 03.2020

CSR / UHC C&S Members In Distress Junior Team Lead

Ttec (TeleTech) - HealthCare Solutions
07.2018 - Current

Security / Cleaning

Live Nation
03.2018 - 10.2018

Data Entry / Mail Clerk

Manpower At JP Morgan Chase
03.2016 - 03.2020

Correctional Officer III

NC Department Of Public Safety
09.2015 - 12.2017

Guest Care Supervisor

Marriott International Inc.
01.2011 - 04.2015

Dual-Property Sales Coordinator

Marriott International Inc.
01.2008 - 01.2011

Accounts Payable / Front Office Receptionist

Marriott International Inc.
01.2001 - 01.2008

Business Administration

The College of Westchester

Dutchess Community College

High School Diploma -

Talent Unlimited High School

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Yahmima Banks