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Customer Service/ Telecommunication/ Credentialing Analyst

____________________SUMMARY____________________
Customer service professional offering 15 years of diversified experience. Excel
lent communication and problem-solving skills. Dedicated to achieving customer s
atisfaction as well as meeting or surpassing company expectations. Able to focus
on projects, develop strategies and meet or exceed deadlines. Strong rapport wi
th external customers, sales and internal business units and associates based o
n knowledge, professionalism, and integrity.
____________________EXPERIENCE____________________
2007 to 2010 - Credentialing Analyst 1
Lexis Nexis , Alpharetta, Georgia
Responsible for conducting initial credentialing of applications within establis
hed FCRA and company guidelines. Work encompasses receipt, analysis, procurement
of missing documents and packaging with responsiility for communicating workflo
w and requirements to Sales/ Operaions and applicants
* Log, maintain, and track credentialing applications. Access appropriate tracki
ng tool for business unit to log applications, maintain application status based
on daily activity
* Review and analyze organizational credentials including:
Initial review of application to verify all required sections are completed
Ensure appropriate documents requested access have een attached and are correct/
current (Business license, articles of incorporation, vendor references, etc)
* Monitor and respond to status line calls from internal business units and exte
rnal customers regarding status of applications in credentialing
* Conduct intial contact with applicant and coordinate requests for missing docu
ments
* Complete site inspection pre-notification and order/received and score site in
spections
* Monitor and respond to status line calls from internal business units and exte
rnal customers regarding status of applications in credentialing
* Assists with additional projects as needed
2007 to 20xx - Credentialing Analyst
Prostaff Agency/ Choice Point, Alpharetta, Georgia ]
Due Dilegence (Completes research and verification of various informational comp
onents including public records, licensure, and references ]
* Handling of sensitive information
* Daily customer service (phone calls, emails, faxes, etc)Responds to consumer i
nquires about details of their account; determine what action or response is req
uired (statements of disputes) based on FCRA laws/ guidelines and CP procedures)
* [ List other accomplishments relative to your job target (quantify with measur
able terms). ]
* Working under constant deadlines
* Obtained Federally regulated documents from custmers
* Manages and reviews all incoming associaed documents for accuracy, com;eteness
, and verification of information
1998 to 2006 - Technical Customer Service Associate ]
Sprint/ Nextel, Atlanta, Georgia
Manage Sprint large business accounts trouble issues in an accurate and timely m
anner with proactive resolution of issues, and quick settlement of potential cri
sis
* Handled incoming calls from ACD, by opening trouble tickets for business custo
mers with voice and/ or data service
* Tuped of tickets opened X.25 (rotary/ dial up) ATM, Frame Relay, Private Line,
ISDN, Sprink LIink, Toll Free , (switched & dedicated), International, Internet
routers
* Performed command routing of enhanced toll free numbers
* Status customer on a timely basis to ensure that their issue was being worked
to get their network back up and running
* Initiated team effort wit external customers, vendors, and local phone compani
es to ensure compliance of service agreement which resulted in changes to standa
rd prodedures
* Promoted customer satisfaction through clear, concise communication.
* Proven ability to handle large volume calls in a professional and courteious m
anner.
* Able to think independently and quickly to resolve problems, maintain composur
e under pressure.
* Received Accommondation from customer's and Lead Technician within Sprint for
providing exceptional customer service skills
* Achieved 100% ticket and call audit for quality
* Effective combination of technical and communications skills, work well indepe
ndently and part of a team, able to work with little direct supervision
* Provided expert tracking the reduced customer escalations and complaints
* Achieved 100% ticket and call audit for quality
1995 to 2008 - Customer Service Associate ]
Sprint/ Nextel ], Atlanta, Georgia ]
Performed as residential customer service Associate
* Answered incoming calls from customer's with a variety of concerns
* Explained different plans and promotions; cancelled and reactivated accounts;
updated accounts with current address and home number; adjusted invoices
* Participated in conference calls with Local Phone Companies to resolved billil
ng issues and match competitors checks (MCI, AT&T)
* Successfully mentored/tranined new employees thought on-the-job-participation
____________________EDUCATION AND TRAINING____________________
H.S. Diploma
Columbia High School, Decatur, Georgia
Sprint University of Excellence, Atlanta, Georgia
____________________SKILLS____________________
* Working Knowledge of CIS, FMS, TRS, SOLR, Private LIne, Frame Relay, Ds1/Ds3
* Working Knowledge of Windows, MS Applications (Word, Excel)
* Research Secretary of State to see if a Company is in good standing or active
,
* Verified Fein/ EIN ID , Non-proft (Sponsor Letters/ 501 (c) (3) , Licenses,

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