1. ADNYL “NELLE” O’CONNOR
13720 N. 88th AVE APT 3012 Peoria, AZ | C: 312-678-1691 |
aeoleousannai@gmail.com | alasehirshah2000@yahoo.com
Summary
18 years of Customer Service/Call Center experience. Dedicated and focused
Customer Service Representative who excels at prioritizing, completing multiple
tasks simultaneously and following through to achieve project goals. Seeking a
role of increased responsibility and authority.
Highlights
Strong organizational skills Active listening skills
Courteous demeanor Dedicated team player
Service solutions expert Conflict resolution proficiency
Experience
Customer Service Representative 02/2015 to 02/2016
United Healthcare Phoenix, Arizona
 Answered incoming phone calls from customers and identified their needs of
eligibility.
 Asked appropriate questions and listened actively to identify specific issues
regarding insurance.
 Assisted customers in navigating UHC website to become self-sufficient.
 Researched complex insurance issues from multiple databases and worked with
tech support to resolve issues.
 Provided education and status on previously submitted pre-authorizations or
pre-determined requests.
 Met performance goals established for the week.
Member Relations Representative 08/2014 to 02/2015
Matrix Medical Network Scottsdale, Arizona
 Made outbound/inbound calls to health plan members to coordinate and schedule in-
home visits with nurse practitioners,
 Explained benefits of health risk assessments to members
 Accurately and concisely documents customer feedback and special needs indicated
during each call in computer based system
 Identified and addressed the patient's issues and anticipated future needs by
providing additional information as needed
 Operates various office equipment; including telephone, and computer.

2. Customer Support~Help Desk 01/2013 to 02/2014
AT&T Inc. Arlington Heights, Illinois
 Assisted in the day-to-day operations, implementation, maintenance, administration,
arrangement, and problem resolution for technical support in and effort to
troubleshoot phone issues of customers.
 Handled customer complaints and expedite requests as needed.
 Assisted customers in understanding feature applications for both landline and
cellular devices.
 Ordered parts necessary for completion of MAC requests.
 Managed and assisted in the development of the Help Desk customer and product
question scripts.
Customer Service Representative 03/2006 to 11/2011
JP Morgan Chase Bank – Chicago, Illinois
 Supported high end clients regarding credit cards, cruise lines and airlines.
 Answered all questions in a timely manner.
 Alpha and numeric data entry.
 Handled 200+ inbound calls per day at Chase Bank.
 Alpha and numeric data entry.
MENTAL HEALTH TECH 11/2004 – 08/2005
Anne C. Kiley Center - North Chicago, IL
 Assisted in the daily lives of the individuals in the facility and maintained the
standard of safety.
 Helped in all levels of daily life including: work, special events, keeping up clinical
records; etc.
Education
High School Diploma Maywood, IL
Proviso East High School