Yenata Buckner
Steger,IL
Summary
Detail-oriented and results-driven professional with extensive experience in administration, customer service, and quality assurance. Recognized for strong leadership, training, and team-building skills with a proven ability to create a positive and productive work environment. Adept at analyzing processes, monitoring compliance, and delivering consistent service excellence, particularly within healthcare and insurance sectors.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Discover Card
11.2024 - Current
- Assist cardmembers with bill payments, interest waivers, late fee reversals, and payoff quotes.
- Processed transactions accurately while ensuring compliance with company policies and procedures.
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by identifying needs and recommending appropriate solutions.
- Handle account closures and update customer information in compliance with policy.
- Send account statements and documentation as requested.
- Escalate complaints and unresolved issues to appropriate departments for follow-up.
- Deliver courteous and efficient service while maintaining compliance with Discover's quality standards.
Medicare Quality Assurance Specialist
United Insurance Group Agency Inc.
05.2020 - 12.2023
- Monitored and evaluated calls from over 30 licensed agents selling Medicare insurance.
- Conducted thorough audits of insurance policies to ensure compliance with industry standards.
- Developed and implemented quality assurance protocols to enhance operational efficiency.
- Reviewed both live and prerecorded sales calls for compliance and customer satisfaction.
- Maintained accurate call score data and uploaded weekly performance reports.
- Resolved beneficiary complaints via email, ensuring timely and professional communication.
Quality Control Supervisor
Informis Health Solutions
08.2017 - 03.2019
- Supervised the Quality Control Department; monitored and graded customer service calls.
- Coached staff on effective communication and Medicare education for clients.
- Led weekly calibration meetings with clients to evaluate agent performance.
- Promoted a customer-first mindset to enhance sales and satisfaction.
- Led quality assurance initiatives to enhance product reliability and compliance with industry standards.
- Developed and implemented quality control protocols, resulting in improved inspection accuracy.
- Conducted regular audits of production processes to identify areas for improvement and ensure adherence to quality benchmarks.
Office Clerical / Customer Service Roles
The Salem Group (Temp Agency)
09.2010 - 08.2017
- Served as front desk receptionist and customer service representative for various client companies.
- Sold Medicare Advantage plans and conducted exit surveys for disenrolled members.
- Operated multi-line switchboards and supported Get Healthy Illinois plan selection.
- Performed data entry, processed payroll, and recorded voiceovers for public health campaigns.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Data Entry Clerk
Henry Booth House
01.2006 - 05.2010
- Entered new Head Start applications into the COPA system.
- Compiled weekly reports from field coordinators.
- Maintained and updated children's health, nutrition, and education records.
- Ensured all documentation met Illinois state requirements for early childhood programs.
- Processed large volumes of data with accuracy and attention to detail.
- Collaborated with team members to streamline data entry procedures, improving efficiency.
- Completed data entry tasks with accuracy and efficiency.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Education
Sterile Processing Technician Certificate -
Instrumental Education LLC
07.2024
College Coursework (Incomplete) - undefined
South Suburban College
05.1996
High School Diploma - undefined
Thornton Township High School
06.1994
Skills
- Call Quality Monitoring & Evaluation
- Medicare & Medicaid Services
- Coaching & Team Leadership
- Data Entry & CRM Systems
- Customer service & Relationship building
- Active listening & Critical thinking
- Data entry
- Microsoft Office Suite (Excel, Word)
- Computer proficiency
- Conflict resolution
- Client relations
- Professional telephone demeanor
Timeline
Customer Service Representative
Discover Card
11.2024 - Current
Medicare Quality Assurance Specialist
United Insurance Group Agency Inc.
05.2020 - 12.2023
Quality Control Supervisor
Informis Health Solutions
08.2017 - 03.2019
Office Clerical / Customer Service Roles
The Salem Group (Temp Agency)
09.2010 - 08.2017
Data Entry Clerk
Henry Booth House
01.2006 - 05.2010
College Coursework (Incomplete) - undefined
South Suburban College
High School Diploma - undefined
Thornton Township High School
Sterile Processing Technician Certificate -
Instrumental Education LLC