Rosline M. Woodard

Professional Customer Service Representative

Irving, TX 75062

ropar8312@gmail.com - 318-200-2090

Highly skilled and meticulous Call Center Representative with a superb record of customer satisfaction. Adept

multitasker able to address multiple customer and company tasks with the highest degree of professionalism

and accuracy. Flexible scheduling availability to include evenings, weekends and some holidays.

Authorized to work in the US for any employer

WORK EXPERIENCE

Tech Support Representative

Time Warner Cable - Irving, TX - January 2016 to Present

Place native orders in outdated systems (CSM/Ensemble) • troubleshoot customer internet and email issues

• transfer misdirected calls to the correct department • place orders for customer equipment • set up field tech

dispatches • sell additional products and services to enhance customer internet experience

Critical Situation Manager

Microsoft (Convergys) - Richardson, TX - October 2015 to January 2016

Responsibilities

*Address high priority customer's escalations needs, for critical and high-visibility problems impacting Microsoft

strategic Premier customers (Critical Situations) and Partners

*Collaborate effectively with the customer and internal groups to solve customer issues and improve business

processes in the quickest way possible

*Actively participate on projects initiatives owned by CMET.

*Assist with CritSit reporting to allow businesses to make better decisions

*Provide mentor assistance to Premier and CSS regarding the CritSit process when required to ensure

successful execution.

*Interface with various departments within the Customer and Partner to drive resolution, up to the executive

level as necessary.

*Interface with various Microsoft groups to drive resolution, up to the executive level as necessary

Accomplishments

At this time I am one of the top 3 agents on the campaign.

Skills Used

Learning and retention skills. The ability to draft executive communications without assistance. Ability and

willingness to help others. Being able to diffuse possible escalations by reaching out to the right people for

the job

Clinical Administrative Coordinator

Optum/ United Healthcare - Irving, TX - March 2015 to September 2015

Responsibilities

* Help members reach out to their Service Coordinator via instant message, email or tasking tool.

* Assist members in locating doctors that accept the insurance.

* Give brief benefit summary.

* Access the pharmacy system AS400 to renew eligibility or remove alternate insurance flags for claims to

be processed.

*Primary Care Providers on members accounts.

* Adhere to HIPPA Law and company policies.

Accomplishments

I was cited by the COO of our company for showing compassion and going above and beyond to resolve

member issues.

Was also cited by the Operations Manager of Service Coordinator department for excellence.

Have received numerous kudos from members and employees for exceeded company expectations.

Skills Used

I used the databases we have available along with real time scenarios to solve members issues. Contact

doctors offices, supervisors, member advocates and other departments to finally resolve on going issues.

Customer Service Representative

Optum/ CVS Caremark - Irving, TX - November 2014 to March 2015

Responsibilities

* Help members get refills of medication.

* Consult with Dr. Office & Pharmacy personnel to assist with member issues.

* Access the pharmacy system AS400 to renew eligibility or remove alternate insurance flags for claims to

be processed.

* Assist members in filing claims and giving claim status. Assist with getting prior authorization for members.

Accomplishments

I have had several commendations from members that I resolved tough issues for.

Skills Used

My previous call center experience.

Sprint Sky CCP/ Customer Finance Rep

Alpine Access / Sykes - February 2013 to August 2014

Maintained 100% Top 2 Box scores while in nesting

• #3 rep in the call center for the month of April 2013

• Assist with billing issues

• Take payments and set up payment delays

• Minor device troubleshooting

• Proactively educate customers on usage, price plans, devices, and self- service options to help their future

interactions online or with a live representative

• Complete training modules and attend training classes that aide in making an knowledgeable agent which

also creates a better customer experience

• Turn in reports to manager in timely fashion which show my areas of improvement to better myself as a CCP

Senior Data Technician/ Customer Service Rep

Teleperformance ASD - September 2008 to September 2012

Place native orders in outdated systems (CSM/Ensemble)

• Help newer agents in the DUIT (nesting) process

• troubleshoot customer internet and email issues

• transfer misdirected calls to the correct department

• place orders for customer equipment

• set up field tech dispatches

• sell additional products and services to enhance customer internet experience

EDUCATION

BA in Business Administration

Strayer University-Online - Irving, TX

2015 to 2017

Associate in Information Technology/ Desktop Support

University of Phoenix-Online Campus - Irving, TX

2013 to 2015

SKILLS

Microsoft Office (10+ years), Microsoft Word (10+ years), Ms Outlook (10+ years), Management (10+ years),

Data Entry (10+ years)

GROUPS

National Society of Collegiate Scholars

April 2014 to Present

ADDITIONAL INFORMATION

QUALIFICATIONS

Team oriented customer service representative with 8 years of hands on inbound and outbound call center

experience and 12 years management experience.

Demonstrate strong customer service skills through building rapport with the customers and active listening.

Able to navigate through multiple data bases while resolving customer issues, placing orders, routing calls

to the appropriate departments and proactively educating the customer. Highly competitive innovator with a

proven record of success in issue resolution. Able to transition easily into the changes of data bases, policies

and procedures in the physical or virtual call center environment.