ANDREA M. MILLER

** **** *****

Stratford, CT ***14

Cell 203-***-****

e-mail:acfnzj@r.postjobfree.com

PROFILE

Energetic, results-driven, team-oriented, customer-focused and adaptable professional with solid

experience working in health care, consumer products and telecommunications seeks a position

in customer service to utilize my broad-based customer analyst skills and experience to help an

organization reach its business goals and maintain performance excellence.

EMPLOYMENT EXPERIENCE

Freedom Disability, Shelton, CT 08/09 -03/14

Disability Eligibility Screener/Claims Coordinator

Responsible for making initial contact with potential claimants, explaining the benefits of

enrollment in a federal disability program, collecting documentation, and conducting initial

screening of potential claimants; Contacts potentially eligible members through outbound

telephone calls to inform them of potential eligibility for federal disability program and explains

benefits of enrollment and probability of successful disability application. Initial follow up

outbound calls to medical providers regarding medical records request; Outbound calls to Social

Security Administration as needed; Send claimants correspondence as needed; Provide support to

hearing and/or non-hearing advocates; Maintains current knowledge of state and federal

regulatory requirements to ensure compliance; Attends all company mandated training and

contributes to the overall advancement of company goals; Other duties as assigned

Health Net, Shelton, CT 10/06- 6/09

Provider Relations Representative

Provided prompt, accurate and excellent customer service to internal and external customers,

received incoming inquiries regarding multiple products from member, providers, and employer

groups, and provided customer services that eventually lead to resolution of the initial inquiry

Responded to routine inquiries on multiple products relating to eligibility, pharmacy, claims, and

provider services; Utilized multiple company database programs for accessing member

information, send out requested materials such as: provider directories, mail-order pharmacy

information, and travel kits; Updated members' addresses and phone numbers in the data system,

ordered member identification cards as needed, facilitates the filing of Appeals and Grievances

through accurate and timely collection of information and determined appropriate resolution,

through the utilization of soft skill techniques

Pepperidge Farm, Norwalk, CT 12/05-8/06

Customer Service Analyst

Handled high call volume within an inbound call center, troubleshoot service representative’s

problems with handheld computers and printers, processed sales orders, analyzed weekly

settlement statements, resolved and reviewed adjustment errors on ticket orders

Notated equipment orders, shortages and complaints in company’s database for any necessary

follow-up, research service tickets for payments, payments made from vender, voids,

duplication, and missing ticket requests; Assisted service representatives on how to use the

equipments: including re-loads, log in shortages, and overages; liaised with finance and billing

departments for charge backs, any credits to be given to the service representatives.

Comcast Cable, Berlin, CT 10/02- 9/05

Sr. Customer Account Executive

Assisted customers with various billing issues serviced various types of business and residential

cable accounts; involved in sales of cable products such as television and internet services

Set up new and current internet accounts with username and password; Troubleshoot with cable

boxes, digital video recorders, and remote controls; Involved with transfer and disconnection of

service, offered customers specials and issued credit when needed.

Southern New England Telephone Company, (SNET) Hamden, CT

Information Operator 08/02- 10/02

Received inbound calls from telephone subscribers for telephone numbers, addresses for

residential and business use

Cablevision, Bridgeport CT 02/96- 08/02

Customer Relations Coordinator

Received inbound calls from customers regarding television and internet service, assisted

customers with troubleshooting situations regarding their television services; dealt with customer

service concerns and complaints by phone, trained and did side by side with new staff; Involved

in sales of cable products such as television and internet services; set up new and current internet

accounts with username and password; troubleshoot with cable boxes, digital video recorders,

and remote controls

EDUCATION

Bassick High School, Bridgeport CT High School Diploma

COMPUTER LITERACY: Microsoft, Word, Lotus Notes, AS400, MC400, CSI, SAP, Service

IT, Cable Data, Internet, and ACD Phone System

REFERENCES

Furnished upon request

Contact this candidate