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WILLA M. Powell(336)793-2211 / Benton.willa@yahoo.com

SUMMARY: Customer Service Representative, who provides exceptional customer service by collecting required information in a timely and accurate manner, maintains a high level of professionalism, oral and written communication, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty, as well as, a Data Entry Clerk adept at developing and maintaining databases.

COMPUTER SKILLS/SOFTWARE APPLICATIONS:Avaya One-Advance Empower (for production) Confirmit system-Advance E-scheduler/ Kronos-AdvanceMS OFFICE-Advance Excel-Intermediate Access-Intermediate PowerPoint-IntermediateSAP-Intermediate Hyperion-Intermediate EPEM-Advance IDX-AdvanceUNIX-Advance Portal-Advance Travis-Advance PenProPlus-Advance

● Team player with the ability to Work Independent ● Ability to quickly learn and comprehend ● Flexible and Dependable● 10 years of Customer Service Skills ● Strong problems and Listening Skills ●Excellent organizational skills● Ability to effectively function in high stress situations ● Dedicated to process improvement with Troubleshooting Skills

ACCOMPLISHMENTS/EXPERIENCES Data Entry 18,000 ksph and Typing 65 wpm. Preserved an accuracy of 98% during 15 years of employment. Reduced data entry time by 50%. Opened/Closed between 100-300 RJ Reynolds Franchise/Non-franchise outlets on a weekly basis Communicated with Sales Reps on a daily basis regarding sales of RJ Reynolds tobacco products. Able to identify and explain large discrepancies between requested amounts of Sales and payment amounts by using SAP reporting software and

saving the company $24,000 yearly. Linked 50-100 existing stores daily under an umbrella contracts for retail accounts using SAP reporting. Promoted to Case Manager after 6 months of employment. Trained, supervised and motivated agents in job performance, attendance, and customer service that resulted in agents adhering to company policy,

procedures, and customer service standards. Handled escalated participant concerns on first call basis and address with appropriate internal/external contacts As a result of attention to detail selected to review work of other customer service reps within 2 months of initial training to ensure the quality of

document production. Provided cross training to 30 call center representatives. Ability to convert information from old database system to current database system using submitted data. Retrieved patient charts to update medication tracking on Meds.com system. Entered admission data for patients into computer system and forwarded documents to appropriate manager. Received approximately 50-100 inbound calls in a call center environment regarding insurance claims and policies. Responded to inquiries from policy holders, providers and/or others for information and assistance. Mailed or rerouted EOB’s and Claims, checks and supporting documentation to various units for final processing.

EMPLOYMENT HISTORY:

Customer Service Rep (Sales), Teletech @Home Associate My BBy Rewards Department, Winston Salem, (Seasonal), (September 2014-December 2014)Receive inbound calls from customers who want to update their rewards status; I am responsible for reissuing points and certificates on customer account,Update customer’s demographic information, place online sale orders for customer in Express Lane site why making sales on other items, Answered customers’ questions regarding products, prices, and availability, approve funds that was reissued, transfer customers to the appropriate department when they have other issues, responsible for voiding and reissuing certificates and customer accounts when needed. I handled escalated calls when needed.

Data Entry Clerk, AppleOne/DSS Food Stamp Department, Winston Salem, NC TEMPORARY (March 2013-June 2013)Responsible for converting client cases from the old database FSIS database to current NCFAST database using submitted data. I processed 100 cases daily with 98% accuracy.

Data Entry Clerk, Gentiva Health Service, Winston Salem, NC TEMPORARY (March 2012, June 2012)I was responsible for entered admission data for patients into the computer system and forward documentation to the appropriate processing center. Maintained patient records, distributes copies of compliance documentation to appropriate branch staff based on company approved standardized paper flow.Contact caregivers/administrative staff to obtain needed documentation and notify the manager of problems. File and pull patients charts to update medication information using Drugs.com website.

Customer Service Professional, H&R Block, Winston Salem, NC SEASONAL (November 2011-April 2012) I greeted clients in a personalized, warm and friendly manner by using proper phone and office protocol. Scheduled clients using the Appointment Manager System. I was responsible in opening, closing, POS, cash drawer’s reconciliation, paperwork, filing using H&R Block procedures.Block procedures.

Case Manager/CSR, Aon/Hewitt Insurance, Winston Salem, NC TEMPORARY (June 2011-October 2011)

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I received multiple inbound calls in a Call Center environment using multiple system tools simultaneously to respond to benefit service type questions in an accurate and informative manner. Develop knowledge of Government/client regulations. Handle inbound escalated participant concerns and address with appropriate internal and external contacts. Monitor and trained team members with updated information when necessary. I forward appropriate request for Content Manager and Research Folders to the appropriate H&W and Retirement Folders (Death Certificate, JPMorgan checks, address changes and enrollment forms). Review, perform research and close a minimum of 20 participant’s cases on a daily basis. Provided feedback/coaching to team members relating to cases to improve teams first call resolution.

Customer Service Specialist, Cigna Medicare Insurance, High Point, NC TEMPORARY (June 2010-December 2010)Worked in a Call Center environment receiving multiple inbound calls regarding insurance claims and polices, responding to inquires from policy holders, providers and or others for information and assistance. Perform problem solving skills by researching to a respond to inquiries and Interprets policy provisions to establish most effective response. I assisted providers/members in problem solving with premium payments. Assist in requesting EOB’s and conducting stop/reissue procedures. Mailed or rerouted EOB’s and claims, checks and supporting documentationin the direction of various units for final processing, independently respond, to inquiries, grievances and complaints or appeals.

SPS Data Entry Clerk, Verification Analyst, Trade Market Coordinator RJ Reynolds Tobacco Company, Winston Salem, NC (August 2001-February 2009)I was responsible for adding, deleting and changing Chain ID numbers and updating Brand Priorities. Generated store list for TBM based on information provided in the TBM Chain Information sheet. Scheduled automated non-compliance reports to customer and distribute report to request via email. Responsible for updating standard profile information on accounts. Responsible for placing AOS orders in Accounts Management. I manage McLane Customer list daily using AIRS to make sure all volume is link and transferred to the appropriate account. I used Hyperion System to execute reports and setup macros. I was responsible for sending out emails to TMR’s that is responsible for that territory sent by Account/Suppliers that request to see a representative. I was responsible for opening and closing between 100-300 Franchise/Non-Franchise outlets weekly with updated demographic information. Data Entry Clerk/Verification Analyst)- R J Reynolds Tobacco Company, Winston Salem, NC. I was responsible for verifying payments being generated by the Aim Pay process. Reviewed quarterly reconciliation payment requests from retail accounts and resolve any payment issues. Provided feedback to retail accounts if they have any questions about the Aim payment program. I was responsible for verifying through recalculation and other analysis reconciliation payment request submitted by Retail accounts. I was responsible for investigating and resolving any retailer payment issues, communicating issues and solution back to Coordinators and Supervisors. I responded to issues that arise from inbound Aim Pay Hotline. I was also responsible for reviewing the Large Growth Analysis report to conclude the growth.

COMMUNITY AND VOLUNTEER ACTIVITIES:Pastoral Administrative Secretary/ Event Planner- LCTCM (Life Changing Transformation Church Ministry), Winston Salem, NC (June 2014-Present)Administrative Assistant Secretary- Unity (United Neighbors Involved in Transforming Yesterday), Winston Salem, NC (November 2014-Present)Administrative Secretary: Justice Marathon Project, Winston Salem, NC (May 2014-Present)Tutor- Tutoring children ages 6-14 in Math, Reading & Science Afterschool Program (March 2014-June 2014) Volunteer Counselor-Children ages 10-14- 2014 Fun Time Adventure Summer Camp- Life Changing Transformation Ministry-Winston Salem, NC (June-August)Volunteer, VITA/Tax Preparation, Winston Salem, NC (Nov 2013-April 2014) Volunteer Office Assistant- Habitat of Humanity, Winston Salem, NC (March 2011-September 2011)

EDUCATION/LICENCES/CERTIFICATIONS:CERTIFIED Accounting (2010) Medical, Coding, Billing, Terminology (2009) Forsyth Technical College, Winston Salem, NCLICENSED Cosmetologist/Beauty (1998) Carolina Beauty College, Winston Salem, NCCERTIFIED Office/Word Processing/Accounting (1986) Miller Motte Business College, Winston Salem, NC

REFERENCES – Available upon request