Customer Service Manager
Resume:
Gene Rodney P. Santos
*** ****** **, *** *** . Honolulu, HI 96814
****************@*****.***
OBJECTIVE
To obtain employment wherein I can contribute my skills, manage
multiple projects in a
fast-paced environment; adapt at quickly learning new tasks that
require strong organizational
skills, communication, and interpersonal skills; self-starter and
highly motivated.
Qualification Summary
Over ten years of customer service experience and four years of
management experience
Supervised and trained customer service representatives,
receptionist and insurance
specialist personnel
Strong interpersonal/communication skills with patients and
colleagues
Knowledge of Microsoft Office programs
Experience
May 2012 - present (part time) World Financial Group
Waipahu, HI
Financial Agent
- Educate clients on life insurance, IRA, college fund, mutual
funds, and other products
based on clients suitability along with affordability
- Contact financial institutes to follow up on client's
application
- Arrange appointments for labs
- Deliver products to clients once approved
Jul 2011 - present Hawai'i Pacific
Health Honolulu, HI
Customer Service Lead
- Leads and assists with the daily operation of the customer
service and billing department
- Trains incoming new hires and handles patients complaints
- Works on customer service work queues and maintains the daily
operation of the customer
service representatives and department under the supervisor and
manager on duty
- First point of contact for representatives in need of
assistance
Oct 2007 - Jul 2011 Hawai'i Pacific
Health Honolulu, HI
Customer Service Representative
- Assisting patients with inquiries regarding their billing
statements, verify insurance, obtain
necessary documents from patients and physicians to bill
insurance
- Work closely with coders, managers, physicians, and patient
relations representatives to
follow up, research concerns brought up by patients and reply to
patients in a timely manner
- Provide customer service and other duties as assigned
- Monitors day to day operation, works closely with Supervisors,
Managers and Patient
Relations Coordinators to address, research and resolve patients'
concerns, disputes and
complaints
Mar 2007 - Sept 2007 HMSA Honolulu, HI
Customer Service Representative
- Answering phones, sending out duplicate cards and other benefit
package, have claims
resubmitted, updated patient accounts, mailed out any necessary
documents per patient's
request
- Provide customer service and other duties a assigned
Jul 2002 - Jan 2007 CR Newton Honolulu,
HI
Durable Medical Equipment Manager
- Responsible for the general operation of the Durable Medical
Equipment (DME) Department including
the management and maintenance of all paper flow from intake to
delivery of equipment
sold through the DME Department
- Make sure appropriate day-to-day operation activities and tasks
re taken care of in an
organized and timely manner
- Purchasing for patients, customers, and stocking inventory.
Supervise and train customer
service representatives, receptionist and insurance specialist
personnel
- Verify insurance, seek authorization if needed and follow up
with status when necessary.
Call doctor's office to seek proper documentations needed to
submit claim for billing. Sales
and marketing for events and businesses
Education
Jan 1997 - Dec 2000 Kapi'olani Community College
Honolulu, HI
Associates Degree
Jun 1992 - June 1996 Grace Christian Academy Saipan,
MP
High School Diploma
References
Leilani Jaramilla
UH Cancer Research
Fiscal Account
Officer
Layne Oshiro
Trizetto Group
Implementaion Lead
Tony Tacian
Spa Fitness
Manager
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