SUMMARY:

A highly motivated, results - focused Customer Service/Multi-Switchboard Operator/Call Center agent with over Fifteen years of public/customer service, Sales, medical records billing, electronic filing, pharmacy, claims processing, and membership enrollment experience in the Call Center industry. Possess strong leadership and successful team building capabilities and excellent communication, customer service skills. Resourceful problem solver oral and written with proven ability to bring quick resolution to challenging situations as well as build lasting relationships with customers, subscribers, beneficiaries, accounts or providers, in a clear, concise and tactful manner.

TECHNICAL SKILLS:

• Customer Service
• Call Center Specialist
• Sales
• Patient care coordinator
• Insurance Claims Processing
• Electronic Filing
• Pharmacy
• Medical Billing & Medical Terminology
• Data Entry
• Proficient with PC
• Applications and systems
• Microsoft Word
• Excel
• Outlook
• Internet and E-mail Communications
• Problem solving
• Team Building and Knowledge of customer service contact system NCSW

PROFESSIONAL EXPERIENCE:

Confidential, Dearborn, MI

Business Analyst (Contract)

• The Business Analyst is the initial contact for dealership personnel. The Business Analyst listens to customer inquiries and provides an accurate and timely response to the customer
• Ability to maneuver through various systems to provide the dealer / customer with prompt,
• Courteous and accurate information including:
• Accurately respond to customer inquiries.
• Document customer contacts.
• Initiate outbound contacts as appropriate.
• Provide on-line support for applications.
• Utilize available resources to respond to internal and external customer inquiries.
• As applicable, answer email inquiries, web forms, etc. within required time frames in a professional manner with accurate and timely information.
• Adhere to, and support all client initiatives and company policies and procedures.
• Act as a backup for a subject matter expert in the absence of the Sr. Business Analyst
• Demonstrate leadership capabilities

Confidential, Troy, MI

Customer Relation Representative III ( Contract )

• Made phone calls to verify applicant’s employment/education and performed internet research for verifications of employment and education.
• Enter data into background screening system. Communicated with client’s applicants regarding status of orders, missing information, and assisting with service issues. Also electronically filed documents and update spreadsheets.
• Enter data into applicant profiles/orders, Assist with client and office project, and performed other duties as assigned.

Confidential, Detroit MI

Customer service Representative II

• Analyzed, evaluated, resolves and responded to all incoming customer/provider inquiries received via telephone, correspondence involving a variety of claim/benefit issues under various product lines in the area of Administrative, Facility, Professional, Special Programs, Medicare/Complementary
• Demonstrated the ability to analyze data and resolve problems related to inquiry and claims processing and first call resolution.
• Demonstrated knowledge of policies, practices and procedures related to billing, or contract coverage or changes, or rating and eligibility requirements or claims processing.
• Handled unusual or complex inquiries, including irate calls as well as those inquiries that may have implications for the retention of a group/contract, or provider.

Confidential, Ann Arbor, MI

Patient Care Coordinator

• Provide customers with courteous, friendly, accurate and efficient service via the telephone, Handled high call volume 80+ daily incoming calls and ensured inquiries are handled to the satisfaction of the customer and able to meet department's performance standards and goals to include: quality, productivity, teamwork and first call resolution.
• Receive all inbound/outbound calls from patients and MD offices. Resolved prescriptions benefit plan and mail order inquiries. Coordinated patients care by scheduling orders, and via shipping FedEx, or UPS,
• Experience in providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Used a computer application to log and track inquiries, as well as check the status of items that require follow-up or involvement of other parties. Documents customer interactions, record details, complaints, comments and actions taken.

Confidential, Troy, MI

Customer Service Representative

• Demonstrated and provided an incredible customer experience through effective listening, strong communication and problem solving skills, and taking the initiative to go the extra step for the customer in a timely manner.
• Answered all inbound calls from home, and processing orders for an electric company based out of Houston Texas.
• Assisted all customers with accounts, move in, move outs, reconnect orders, tampering, meter reading and handled all customer complaints.
• Processed all billing inquires, established new customer meter orders, created
• Addresses for new customer, navigated through several systems, and giving customer quality customer service

Confidential, Farmington Hills, MI

Customer Service Representative

• Top taker on the floor. Performed all Sales and aspects of customer support, including answered all incoming calls, coordinating special promotions, sales in upgrading phones and providing details for products and services.
• Resolved billing questions and disputes, initiated customer calls, and performed data entry
• Provided product information, pricing, quotations and delivery information to customers.