Marcellus A. Martin

**** ***** ******* **** ~ Indianapolis, IN 46226 ~ 317-***-**** ~

acgip6@r.postjobfree.com

PROFESSIONAL SUMMARY

Seven years of call center / customer service, emphasizing quality service skills

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Excellent communication and interpersonal relation skills with customers and all

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levels of management

Ability to maintain confidentiality in correlation to company procedures and

•

policies

Strong problem solving, leadership and execution of leadership

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Community outreach and relationship building

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Proficient in Microsoft office software and various internal and customer service

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software programs

KEY SKILLS

Team Oriented ~ Call Center Operations ~ Billing ~ Investigations ~ Research ~

Insurance ~ Claims ~ Administrative ~ High Level Customer Service ~ Negotiation ~

Account Management

PROFESSIONAL EXPERIENCE

ExpressScripts, Whitestown, IN 05/2014 –

Present

Patient Care Advocate

Handle customer service inquiries from members, providers, physicians and internal

and external clients related to pharmacy benefits. Work to research and resolve

problems in a timely manner. Assist members in understanding and maximizing the use

of their pharmacy distribution program. Use computerized system gather information

and respond to questions. Document issues and resolutions in a common database.

Escalate issues as necessary. Maintain accurate and complete documentation of all

inquiries in order to continuously improve the customer service process and reduce

potential legal concerns.

• Handles over 30 inbound calls daily.

• Decreases call volume by 10%

Comcast, Fishers, IN 07/2013 – 04/2014

Customer Accounts Executive

Assists with the creation and delivery of face-to-face sales presentations that

demonstrate knowledge of the latest Comcast products and services. Promotes the sale

of bundled products to ensure the optimal solution for the customer. Assists with

developing sales territory, including cultivation of local business partnerships and

organizational affiliations. - Retains customer base by delivering on the Comcast Credo.

Ensures a superior customer experience. Maintains and builds customer relationships to

drive customer retention; works with internal teams to ensure operational efficiencies

and service levels meet and exceed customer expectations through strong customer

service orientation and excellent follow up skills.

Sells with goals of exceeding departmental, financial, and unit targets.

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ADDITIONAL EXPERIENCE

Customer Service Representative I Met Life Insurance 12/2012 – 04/2013

Dayton, OH

Customer Service Representative Kelly Services 06/2011 - 11/2011

Dayton, OH

Customer Service Representative Time Warner Cable 11/2009 -8/2010

Kettering, OH

Child Care Worker Macon Behavioral Health 07/2008 - 09/2009 Macon,

GA

EDUCATION

University of Cincinnati, Cincinnati, OH - Bachelors of Science in Social Work/Children &

Families

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