Castonia Lee
Pace,Fl
Summary
An experienced, well-qualified customer service representative with 20+ years of experience in various settings. Proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with a collaborative mentality and dedication to customer satisfaction and company goals. Skilled in coordinating, interviewing, documenting, organizing, and training.
Overview
21
21
years of professional experience
Work History
Medical Disability Examiner
State of Florida
07.2016 - Current
- Process disability applications in timely and effective manner in high stressed, fast paced, and constantly changing environment
- Utilized multiple computer screens
- Verify and analyze medical records to determine the validity and severity of disability
- Secure medical evidence needed to document presence of impairments
- Use various forms of communication between claimants, agencies, representatives, and medical records departments
- Continuous monitoring of evidence submitted in support of claims
- Manage and maintain continually revolving claimant caseload
- Interpret and apply SSA rules and regulations to render formal independent decisions of disability based on medical evidence.
Customer Service Representative
Alorica
Pensacola, FL
08.2015 - 07.2016
- Managed high volume incoming calls from customers, answering questions and resolving complaints
- Resolved average of 450 inquires in any given week and consistently meeting performance benchmarks in all areas (speed, accuracy, and volume).
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Utilized multiple computer screens.
- Educated customers about billing, payment processing and support policies and procedures.
Office Manager
United States Navy
Norfolk, VA
04.1997 - 04.2011
- Managed all administrative matters including screening calls, managing calendars, planning meetings, composing documents, and organizing office for efficiency
- Interacted professionally with all levels of staff and maintained highest level of confidentiality; known for tact and diplomacy in handling sensitive issues
- Liaison between senior management, contractors, vendors, and personnel
- Scheduled and conducted orientation and interviews.
- Maintained computer and physical filing systems.
- Evaluated employee records and productivity to complete employee evaluations.
- Communicated orally and in person with people from different ethnicity, socioeconomic, and cultural backgrounds.
- Supervised 15 personnel in fast-paced environment, supporting over 350 personnel at sea, ashore, and deployed abroad in daily administrative tasks.
Education
Bachelor of Science - Business Administration/Management
ECPI University
Virginia Beach03.2013
Skills
- Adaptability
- Active Listening
- Decision Making
- Client Interviewing
- Claims Evaluations
- Effective Time Management
- Customer Support
- Computer Skills
Accomplishments
1997- 2011 United States Navy, E5 (Honorable Discharge)
Timeline
Medical Disability Examiner
State of Florida
07.2016 - Current
Customer Service Representative
Alorica
08.2015 - 07.2016
Office Manager
United States Navy
04.1997 - 04.2011
Bachelor of Science - Business Administration/Management
ECPI University
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