• Member Since, October 21, 2020


  • Associated Degree -Science- Human Services
    2014 - 2017 Edgecombe Community College

Work Experience

  • 01-11-2019 - 01-07-2020
    Customer Service Representative

    Providedparticipates with information regarding Health Savings, Dependent Care,Flexible Spending Accounts such as account balances, claims information, andplan coverages.

    Providedcustomers with outstanding service measured by meeting quality assurance callrating requirements.

    Promptly resolvedcustomer issues regarding health claims and card declines.

    Used companytroubleshooting resolution tree to evaluate technical problems while leveragingpersonal expertise to find appropriate solutions.

    Maintainedcustomer satisfaction with forward-thinking strategies focused on addressingcustomer needs and resolving concerns.

    Entered customer interaction details,documented problems and record solutions offered.

  • 15-04-2017 - 30-09-2019
    Crisis Advocate

    Provides moralsupport and routine information about court system and community resources tovictims of domestic violence to help break the cycle of violence.

    Attend weeklycourt hearings and provided advocacy on behalf of those filing injunctionsagainst their batter.

    Educates clientson different types of domestic violence and the cycle of abuse.

    Bought awarenessof domestic violence to local communities through speaking at community eventsand local organizations.

    Establishesworking relationships with local law enforcement, court personnel, and victimservices agencies.

    Conduct intakesand risk assessments on domestic violence victims to measure the levels ofviolence.

    Keep and maintainaccurate records of interactions with clients.

    CompletesEmergency shelter intake and placement for victims.

    Conductssemi-annual follow up with existing clients.

    Safety Plan withclients for current and future well-being.

    Assisted withCrisis Training for new volunteers.

    Answeredorganization’s 24-hr crisis hotline and assisted in safety planning, advocacy,referrals, available services, and education for those in crisis.

  • 20-06-2013 - 15-04-2017
    Default Specialist II

    Resolveddelinquencies while building customer relationships in a team-orientedenvironment.

    Retained valuedcustomers while providing solutions to prevent future delinquencies.

    Exceeded monthlyindividual goals as well as contribute to overall department goalsResponsibilities.

    Strived toprovide each customer, both internal and external with outstanding customerservice using the PNC CARES model.

    On a day to daybasis, worked toward minimizing bank losses by collecting on overdrawnaccounts, escalating customer issues, and following procedures set in place tomitigate risk.

    Researchedaccounts and completed due diligence to resolve collection problems.

    Used scriptedconversation prompts to convey current account information and obtain payments.

    Deliveredexceptional customer service on all calls while maintaining calm andprofessional demeanor in challenging circumstances.

    Used probingtechniques to determine debtors\' reasons for delinquency.

    Served as anactive member of the Better Way Standard Work Committee.

    Served as aResource Library SME for peers and members of management.

    Demonstratedleadership skills by being proactive and taking initiate to learn and draw outnew ideas.

    Took advantage ofdevelopment opportunities to assist management with retrieving customer voicemails, returning customer calls, placing