Willa Powell has over 15 years of experience in customer service, data entry, and administrative roles. She has strong computer skills including proficiency in MS Office, SAP, and various software applications. Powell seeks a position that utilizes her skills in customer service, data entry, problem solving, and attention to detail.

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WILLA M. Powell
(336)793-2211 / Benton.willa@yahoo.com
SUMMARY: Customer Service Representative, who provides exceptional customer service by collecting required information in a timely and accurate manner,
maintains a high level ofprofessionalism, oral and written communication, patience and efficiency to minimize customer dissatisfaction and increase customer
loyalty,as well as, a Data Entry Clerkadeptatdeveloping and maintaining databases.
COMPUTER SKILLS/SOFTWARE APPLICATIONS:
Avaya One-Advance Empower (for production) Confirmitsystem-Advance E-scheduler/ Kronos-Advance
MS OFFICE-Advance Excel-Intermediate Access-Intermediate PowerPoint-Intermediate
SAP-Intermediate Hyperion-Intermediate EPEM-Advance IDX-Advance
UNIX-Advance Portal-Advance Travis-Advance PenProPlus-Advance
● Team player with the ability to Work Independent ● Ability to quickly learn and comprehend ● Flexible and Dependable
● 10 years ofCustomer Service Skills ● Strong problems and Listening Skills ●Excellentorganizational skills
● Ability to effectively function in high stresssituations ● Dedicated to process improvementwith Troubleshooting Skills
ACCOMPLISHMENTS/EXPERIENCES
 Data Entry 18,000 ksphand Typing 65 wpm.
 Preserved an accuracy of98% during 15 yearsofemployment.
 Reduced data entry time by 50%.
 Opened/Closed between 100-300 RJReynoldsFranchise/Non-franchise outlets on a weekly basis
 Communicated with SalesRepson a daily basis regarding salesofRJ Reynolds tobacco products.
 Able to identify and explain large discrepanciesbetween requested amountsofSales and paymentamountsby usingSAP reporting software and
saving the company $24,000 yearly.
 Linked 50-100 existing stores daily under an umbrella contracts for retail accounts using SAP reporting.
 Promoted to Case Manager after 6 months ofemployment.
 Trained, supervised and motivated agents in job performance,attendance, and customer service thatresulted in agents adhering to company policy,
procedures, and customer service standards.
 Handled escalated participantconcernson firstcall basisand addresswith appropriate internal/external contacts
 As a resultof attention to detail selected to review work ofother customer service reps within 2 months ofinitial training to ensure the quality of
documentproduction.
 Provided crosstraining to 30 call center representatives.
 Ability to convertinformation from old databasesystem to currentdatabasesystem using submitted data.
 Retrieved patientcharts to update medication tracking on Meds.comsystem.
 Entered admission data for patients into computer systemand forwarded documents to appropriate manager.
 Receivedapproximately 50-100 inbound calls in a call center environmentregardinginsurance claimsand policies.
 Responded to inquiries from policy holders, providersand/or othersfor information and assistance.
 Mailed or rerouted EOB’s and Claims, checks and supporting documentation to variousunits for final processing.
EMPLOYMENTHISTORY:
Customer ServiceRep (Sales),Teletech @Home Associate My BBy Rewards Department, Winston Salem, (Seasonal),(September 2014-December 2014)
Receive inbound callsfrom customers who wantto update their rewardsstatus;Iam responsible for reissuing points and certificateson customer account,
Update customer’s demographicinformation,place online sale ordersfor customer in ExpressLane site why making sales on other items, Answered customers’
questions regarding products,prices, and availability, approve funds thatwas reissued, transfer customers to the appropriate departmentwhen they have other
issues, responsiblefor voiding and reissuing certificates and customeraccounts when needed. Ihandled escalated calls when needed.
Data Entry Clerk, AppleOne/DSS Food StampDepartment, Winston Salem, NC TEMPORARY (March 2013-June 2013)
Responsible for converting clientcases from the old database FSIS database to currentNCFASTdatabaseusing submitted data. Iprocessed 100 cases daily
with 98% accuracy.
Data Entry Clerk, Gentiva Health Service, Winston Salem, NC TEMPORARY (March 2012,June2012)
I was responsible for entered admission data for patients into the computer system and forward documentation to the appropriate processing center. Maintained
patient records, distributes copiesofcompliance documentation to appropriate branch staffbased on company approved standardized paper flow.
Contactcaregivers/administrativestaffto obtain needed documentation and notify the manager ofproblems.File and pull patients chartsto update medication
information using Drugs.comwebsite.
Customer ServiceProfessional, H&R Block,Winston Salem, NC SEASONAL (November 2011-April 2012)
I greeted clients in a personalized, warm and friendly mannerby usingproper phone and office protocol. Scheduled clients using the Appointment
Manager System. Iwasresponsible in opening, closing,POS,cash drawer’s reconciliation, paperwork,filing using H&R Blockprocedures.
Block procedures.

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Case Manager/CSR, Aon/HewittInsurance, Winston Salem,NC TEMPORARY (June 2011-October 2011)
I received multiple inbound callsin a Call Center environmentusing multiple systemtools simultaneously to respond to benefitservice type questionsin an
accurate and informative manner.Develop knowledge ofGovernment/clientregulations.Handle inbound escalated participantconcernsand addresswith
appropriate internal and external contacts.Monitor and trained team memberswith updated information when necessary.Iforwardappropriate requestfor
ContentManager and Research Foldersto the appropriate H&Wand RetirementFolders (Death Certificate, JPMorgan checks,address changesand enrollment
forms). Review, performresearch and close a minimumof20 participant’s caseson a daily basis. Providedfeedback/coaching to team membersrelating to
cases to improve teamsfirstcall resolution.
Customer ServiceSpecialist,CignaMedicare Insurance,High Point, NC TEMPORARY (June 2010-December 2010)
Worked in a Call Center environmentreceiving multiple inbound callsregardinginsurance claimsand polices,responding to inquires from policy holders,
providers and or others for information and assistance. Performproblemsolving skillsby researching to a respond to inquiries and Interprets policy provisionsto
establish mosteffective response. Iassisted providers/members in problemsolving with premiumpayments. Assistin requesting EOB’sand conducting
stop/reissue procedures. Mailed or rerouted EOB’s and claims,checksand supporting documentation
in the direction ofvarious units for final processing, independently respond,to inquiries,grievancesand complaints or appeals.
SPS Data Entry Clerk,Verification Analyst,Trade Market CoordinatorRJ ReynoldsTobaccoCompany, Winston Salem, NC (August2001-February 2009)
I was responsible for adding,deleting and changingChain IDnumbersand updating Brand Priorities.Generated store listfor TBM based on information provided
in the TBM Chain Information sheet. Scheduled automated non-compliance reports to customer and distribute reportto requestvia email. Responsible for
updating standard profile information on accounts. Responsible for placing AOS ordersin Accounts Management. Imanage McLane Customer listdaily using
AIRS to make sure all volume is link and transferredto the appropriate account. Iused Hyperion Systemto execute reports and setup macros.Iwasresponsible
for sending outemails to TMR’sthatis responsible for thatterritory sentby Account/Suppliersthatrequestto see a representative.Iwas responsible for opening
and closing between 100-300 Franchise/Non-Franchise outlets weekly with updated demographic information.
Data Entry Clerk/Verification Analyst)-R J ReynoldsTobacco Company,Winston Salem,NC. Iwas responsible for verifying payments being generated by
the Aim Pay process. Reviewed quarterly reconciliation paymentrequests fromretail accountsand resolve any paymentissues. Provided feedback to retail
accounts ifthey have any questions about the Aim paymentprogram. Iwas responsible for verifying through recalculation and other analysis reconciliation
paymentrequestsubmitted by Retail accounts.Iwas responsible for investigating and resolving any retailer paymentissues, communicating issuesand solution
back to Coordinators and Supervisors. Iresponded to issuesthatarise from inbound Aim Pay Hotline. Iwas also responsible for reviewing the Large Growth
Analysis reportto conclude the growth.
COMMUNITY ANDVOLUNTEER ACTIVITIES:
Pastoral Administrative Secretary/ Event Planner- LCTCM (Life Changing Transformation Church Ministry),Winston Salem, NC (June 2014-Present)
Administrative Assistant Secretary- Unity (United NeighborsInvolved in TransformingYesterday), Winston Salem,NC(November 2014-Present)
Administrative Secretary: Justice Marathon Project, Winston Salem, NC(May 2014-Present)
Tutor- Tutoring children ages6-14 in Math, Reading & Science Afterschool Program(March 2014-June 2014)
VolunteerCounselor-Children ages10-14- 2014 Fun Time Adventure Summer Camp- Life Changing Transformation Ministry-Winston Salem,NC(June-
August)
Volunteer, VITA/Tax Preparation, Winston Salem, NC (Nov 2013-April 2014)
VolunteerOffice Assistant- HabitatofHumanity, Winston Salem, NC(March2011-September 2011)
EDUCATION/LICENCES/CERTIFICATIONS:
CERTIFIED Accounting(2010) Medical,Coding, Billing, Terminology (2009)Forsyth Technical College,Winston Salem,NC
LICENSED Cosmetologist/Beauty (1998)CarolinaBeauty College, Winston Salem,NC
CERTIFIED Office/WordProcessing/Accounting(1986) Miller Motte BusinessCollege,Winston Salem, NC
REFERENCES – Available upon request