Adrienne N. Morris

***** ******** *****, ******, ** 90746

310-***-****

jkzpd7@r.postjobfree.com

Objective: To obtain a support role within an organization by utilizing my 25 year background and history with providing a high-level of quality customer service and commitment to your clients.

Skills:

Knowledge of MS Office Inside/Outside Sales Heavy Phones

Problem Solver Resourceful Team Player

Experience:

Member Services and Benefits Specialist

Scan Health Plan, Long Beach, CA 08/11-02/12

• Work in a high volume call center, handling 50+ calls per day. Answer incoming calls and complete them within the department’s established timeframes and volume goals.

• Perform telephonic enrollments, reinstatements, and retro-enrollment requests.

• Assist members and providers with questions concerning eligibility, claims, general coverage questions, PCP and address changes, benefits, premium billing and any questions about their Medicare Advantage health and prescription drug benefits. .

• Investigate and direct member’s inquiries, complaints, or fraud, waste, and abuse allegations against the plan and its contracted providers to appropriate departments and follow up to ensure satisfactory resolution.

• Document and forward grievances according to established Appeals & Grievances policies and procedures.

• Assist low income members with Best Available Evidence guidelines and with completing the application process for Medicaid, a Medicare Savings Program, Part D Extra Help, or other related programs through the vendor Social Services Coordinators.

• Refer members to other appropriate health care services departments or resources.

• Process other inquiries according to Medicare and Medicaid guidelines and policies.

Field Sales Representative

Food Sales West, Costa Mesa, CA 05/93 – 09/09

• Directed and coordinated sales activities involving sales of manufactured products, services, and commodities.

• Prepared sales presentations for new business, promotions, branded products and private labels.

• Answered customers' questions about products, prices, availability, product uses, credit terms and delivery dates.

• Recommended products to new and existing customers based on customers' needs and interests. Provided customers with product samples and catalogs.

• Contacted regular and prospective customers to demonstrate products, explain product features, and solicit orders.

• Monitored market conditions, product innovations, and competitors' products, prices, and sales.

• Identified prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences.

Customer Service Representative

Food Sales West, Costa Mesa, CA

• Advised customers by telephone or in person about products and services. Placed orders via phone, fax, email and EDI.

• Communicated information pertaining to the customers’ orders from start to finish on the delivery date, pricing, credit limits, product availability and product shortages.

• Handled escalated calls with interactions and transactions.

• Recorded details of inquiries, complaints, and comments, as well as actions taken.

• Determined charges for services requested, collected deposits or payments, and arranged for billing to complete month end.

• Referred unresolved customer grievances to designated departments for further investigation.

• Contacted customers to respond to inquiries, product shortages and damages. Processed paperwork for all issues until the investigation was completed.

• Resolved customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Checked to ensure that appropriate changes were made to resolve customers' problems.

• Compared disputed merchandise with original requisitions and information from invoices, and prepared invoices for returned goods, bill backs and deductions.

In-Home Support Caregiver

County of Orange - Adult Services, Santa Ana, CA 1997-1999 & 2001

• Assisted with daily living activities, such as bathing and toileting for patients.

• Initiated vital signs and documented a plan of care for family members and additional nursing staff.

• Developed meal plans and assisted with meal preparation.

• Provided emotional support to patients and their families.

• Assisted patient with breathing treatment and medication reminders.

• Responsible for coordinating monthly invoices.

• Performed other administrative duties as needed.

Customer Service Representative

USCO, Santa Ana, CA 8/89 – 1/93

• Handled phone calls and processed orders via EDI.

• Prepared monthly billing for product received and shipped from the warehouse.

• Responsible for ongoing consumer communication for inside and outside sales.

• Bonded and held accountable through checks and balances for the manufacturers’ products.

• Prepared weekly cycle counts and reports for inbound orders received in the warehouse.

• Provided team leader support; covered for absent team members.

Education:

• General Education / Criminal Justice classes, Santa Ana College, Santa Ana, CA

• Diploma, Crawford High School, San Diego, CA

Recognition/Awards:

• Sales Administration Award, 1994

References available on request

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