Faithful M. Watson is seeking a permanent position where she can utilize her 15+ years of experience in customer service. She has extensive experience in roles such as customer service representative, administrative assistant, and medical assistant. Her background includes skills such as data entry, billing, claims processing, customer service, and medical terminology. She is highly motivated, detail-oriented, and eager to share her skills with a new company.

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