Heather A. Koch

accl0t@r.postjobfree.com

716-***-****

www.linkedin.com/pub/heather-koch/62/bb9/a88/

Education:

Niagara County Community College

Buffalo State College

B.S. Degree in Biology with Secondary Education

Western New York School of Real Estate

Possess a Real Estate Salesperson License (expired June 2010)

Employment History:

4/13-6/13 Comforce (Temp assignment), Customer Satisfaction Advocate

Duties Included: Inbound Call Center: Answering members’ questions for Medicare Insurance

plans. Assisting members with billing, claims and quoting benefits.

3/12-4/13 SPS Temporaries, Seamstress and Production

Duties Include: Sewing filtration products in an industrial setting, bagging, debagging, blow mold

machines,factory line work

3/10 - 1/12 Quest Diagnostics, Specimen Processing Technician

Duties Included: Centrifuging specimens, aliquoting specimens via pipette and pouring,labeling

specimens, interpreting and coding orders from physicians,processing Medent requisitions,

processing Stat orders, data entry, determining if there are problems with the requisitions,

handling sensitive information information in compliance with HIPAA

2/09-6/09 ICT Group Inc., Technical Support Representative

Duties Included: Receiving inbound calls in a call center environment, Troubleshooting and

solving problems with glucometers while properly handling calls, sensitive information and

documenting in compliance with HIPAA and for FDA purposes as would relate to the client.

Shipping replacement orders, assisting customers by educating them about meter functions, set

up, how to use the meters properly

1/04-9/07 Meritain Health, Medical Claims Analyst

Duties Included: Analyzing and paying medical insurance claims submitted on HCFA and UB92

claim forms while being in compliance with HIPAA

10/02-11/03 Steven J. Baum, P.C., Legal Assistant

Duties Included: Prepared various documents including the summons, complaint, and lis pendens

for mortgage foreclosures, sent the above mentioned documents to be filed in the clerks' offices

in various counties, obtaining the filing information from the search companies

Additional Call Center/Customer Service Experience:

9/98-3/01 Ingram Micro, Customer Service Representative II

6/95 - 5/97 Softbank Services Group, Inbound Telesales Representative and Product Specialist

Computer Experience:

Includes, but not limited to: MS Word, Excel, Access, Outlook, Outlook Express

References will be made available upon request.

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