1. 2 0 1 S . W A S H I N G T O N S T . , M O N R O E , N C 2 8 1 1 2 ·
7 0 4 - 9 9 6 - 1 8 9 8 · J W A T S O N 8 2 2 2 @ Y A H O O . C O M
F A I T H F U L M . W A T S O N
OBJECTIVE:
To obtain a permanent position with your company which allows me to utilize and
develop my skills towards your companies goals. I am professionally trained in
customer service with experience ensuring high standards of culturally competent
care for a wide variety of patients and customers with diverse needs. I am also highly
motivated with over 15 years of experience in a fast-paced, team-based environment
and ready to share my skills with your company.
FUNCTIONAL SUMMARY
 60+ Words per Min. (typing)
 9000 kph (Data Entry)
 Microsoft Office (all versions)
 Spread Sheets & Database
 CRM/AP Processing Software
 Expert of All Windows Operating
Systems
 Fax / Copy / E-mail
 Multi-Line Switch Board/Heavy
volume call centers
 Lotus Notes
 Quick Learner
 Exceptional Communication
Skills
 Proficient in Cash Management
 Highly Perceptive
 Highly Detail oriented
Addition Skills
 Medical Terminology
 Medical Transcriptionist
 Billing and Coding
 Medical Office Administration
EMPLOYMENT
TPN International July 2013 –Current Charlotte, NC 28212
Customer Care Rep III
 Data Entry
 Billing
 Sales and Marketing
 Customer Service based, interacting with a large number of
customers face to face
 Selling products such as health shakes, energy drinks and nutrition
bars.
 Educating and training customers on Money Management while
offering perks and rewards for joining the company.
The Hartford Nov 2013 –July 2014 Charlotte, NC 28213

2. Customer Service Rep III
 Gathered and verified all required customer information for tracking
purposes.
 Created, proofread, and edited customer policies
 Evaluated and processed claims
 Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
 Managed customer calls effectively and efficiently in a complex, fast-paced
and challenging call center environment.
 Reported policy changes and company conditions affecting customer
satisfaction.
 Followed up with customers on unresolved issues.
 Evaluated the accuracy and quality of data entered into the agency
management system
Sprint Call Center March 2013 – Nov 2013 Charlotte, NC 28723
Customer Service Rep III
 Effectively managed a high-volume of inbound and outbound customer calls.
 Defused volatile customer situations calmly and courteously.
 Accurately documented, researched and resolved customer service issues.
 Conducted performance reviews for all Customer Service Representatives to
reduce resolution time and improve customer satisfaction rates.
 Managed call center from initial start-up to full operational status.
 Ensured superior customer experience by addressing customer concerns,
demonstrating empathy and resolving problems on the spot.
 Scheduling appointments for phone/internet installation and maintenance
and new business.
Insight Global Nov 2012 – March 2013 Charlotte, NC 28208
Administrative Assistant II
 Acted as a liaison with insurance carriers on insurance claims.
 Answered questions and resolved issues related to COBRA and HIPPA and
FMLA.
 Verified Benefits for patients that needs assistance in purchasing Humira
Prescriptions.
 Set up and explained new membership contracts. Asked open-ended
questions to assess customer needs.
 Directed calls to appropriate individuals and departments
McKesson Pharmaceuticals Jan 2010 – Nov 2012 Charlotte, NC 28212
Customer Care Rep III
 Placing prescription drug orders for various pharmacies across the US.
 Gathered and verified all required customer information for tracking purposes.
 Scheduling for supply and medication pick-up/delivery.
 Accurately documented, researched and resolved customer service issues.
 Managed customer calls effectively and efficiently in a complex, fast-paced and
challenging call center environment.
 Acted professionally and patiently when addressing negative customer
feedback.
 Managed call center from initial start-up to full operational status.

3. Wachovia April 08 – Jan 2010 Columbia, SC 29210
Customer Service Rep II
 Assessed clients' financial situations to develop strategic financial planning
solutions.
 Collaborated with the compliance department to eliminate procedural errors
and margin breaks.
 Recommended loan approvals and denials based on customer loan
application reviews.
 Maintained confidentiality of bank records and client information.
 Maintained friendly and professional customer interactions.
Blue Cross Blue Shield and Palmetto GBA Jan 06 - April 08 (Kelly Services)
Columbia, SC 29210
Administrative Assistant II and III
 Entered numerical data into databases in a timely and accurate manner.
 Scanned documentation and entered into the database.
 Obtained scanned records and uploaded them into the database.
 Reviewed medical records for completeness and filed records in alphabetic
and numeric order.
 Assisted in manual billing of claims and processing for treatments and
denials.
 Handles billing and follow-up on all patient claims with Medicaid and Medicare
insurance.
 Organized forms, made photocopies, filed records and prepared
correspondence and reports.
 Outlined the appropriate process and procedures necessary to fulfill and
complete inquiries.
 Assisted with receptionist duties, file organization and research and
development.
 Enrolling and dis-enrolling Medicare customers in and out of prescription drug
plans.
 Acted as a liaison with insurance carriers on insurance claims.
 Answered questions and resolved issues related to COBRA and HIPPA and
FMLA.
Call Tech Communications Sep 04 - Jan 06 Columbia, SC 29212
Customer Service Rep II
 Performing Tech Support for Bellsouth (Now AT&T) DSL and Phone Services,
Sales, and Billing.
 Scheduling truck roll appointments for installation/maintenance and new
business.
 Set up new accounts, established customer credit, and set up payment
methods.
 Prioritized daily workflows, including all inbound calls, quotes and sales-
related inquiries.
 Emphasized product features based on analysis of customers' needs.
 Maintained friendly and professional customer interactions at all times.
 Completed company leadership training program.
Hospital for Veteran Affairs Feb 99 – May 01 Columbia, SC 29209

4.  Volunteer work/MA Internship in Medical Transcription, Scheduling, Acute
Care, Oncology, Radiology, Emergency Room, Outpatient Surgery, and
Medical Office Admin.
Pendergrass Fairwold School Feb 99 - May 01 Columbia, SC 29203
 Volunteer work/Internship working with the handicap youth performing MA
duties.
EDUCATIO N
BETA TECH (NOW CENTURA COLLEGE) OCT 02 - OCT 04
COLUMBIA, SC 29204
CERTIFICAT E OF COMPLET ION FOR MEDICAL ASSIST ANT
(3.9 GPA)
HEYWARD CAREER CENTER FEB 00 - MAY 01
COLUMBIA, SC 29204
CERTIFICAT E OF COMPLET ION
(4.0)
WJ KEENAN HS SEP 97 - MAY 01
COLUMBIA, SC 29204
(DIPLOMA MAJORING IN NURSING, 3.7 GPA, SEVERAL VOLUNT EER)
REFERENCES
AVAILABLEUPON REQUEST