MARCIA A. DEVINE

**** ***** ****** ** ****

HENDERSON, NEVADA 89014

623-***-****

OBJECTIVE:

I am experienced in multitasking, delegating, negotiating, and hard working with a sense of urgency to meet or exceed all deadlines as set by

the department that I am assigned to. I can be a team player or/and a self

motivator.

SKILLS:

20 + years in Call Center Customer Service Environment

Type 35-40 wpm (Computer or Typewriter)

Self Motivated

Great with people (good at de-escalation and retention of customers)

Have worked with multiple computer screens and programs

Have working knowledge of Microsoft Word and Office 98 and 99

EDUCATION:

Miami Trace H.S. Diploma

Morehead State UNV BA Communications

EXPERIENCE:

DISCOVER CARD FINANCIAL SERVICES: (02/88 - 10/03)

Responsible for taking incoming calls from our customers

Responsible for meeting of department set goals of ACH and ASA

Became a skilled negotiator

Trained to release funds

Became proficient in de-escalation and customer retention

Trained our merchants on how to use their credit card terminals and receive their payment batches

Set up their terminals to communicate with their computer and phone systems

CAREMARK/CVS: (10/03 - 04/07)

Was responsible for taking incoming calls regarding the customers mail order prescriptions, and their Medicare benefits.

Kept our customers account information updated such as address and phone

Kept our customers informed about any new generic medications becoming available

Worked on a specialized team that

took incoming calls from employee's

of our biggest client the 3M corporation. I would answer questions

regarding their benefits.

HUMANA: (05/07 - 10/11)

Was responsible for taking incoming calls regarding the Customers mail order prescriptions and medical benefits.

Kept their accounts updated by making any changes to their addresses or phone numbers.

Scheduled appointments for our customers to sit down with their local

pharmacist to review all of the medications they were taking.

To check for drug interactions and generic alternatives available for cost savings on an annual basis.

CIGNA: (11/11 - 08/13)

Answered incoming calls from customers, and providers regarding what procedures would be covered.

Worked closely with our Cigna physicians after they made their decisions on whether or not a procedure or hospital stay would be

approved or not.

I would then write a letter to the customers provider with the diagnosis from our physician making sure that all state and federal policies and procedures were followed.

MEMBERSHIPS/AFFILIATIONS:

Delta Phi chapter of Kappa Delta Sorority

I was voted in as a Superior Court Judge to serve on a committee with our University's Grievance Committee. We would hear from students that felt they were wrongly accused of a non violent activity, such as being expelled from class, or receiving failing grade.

REFERENCES:

Given on request

Contact this candidate