Customer Service Representative

Natasha Jonas

**** ********* *** *** ***( Tallahassee, FL 32305(

**************@*****.***( 850-345-6498

Qualifications Summary

Highly personable Customer Service Professional with over 10 years of

experience in the call-center environment within the wireless, pest

control, and health insurance industries.

o Talent for identifying customer needs and presenting appropriate

company product and service offerings.

o Expertise in resolving escalated customer service issues.

o Secured numerous company achievement awards for delivery of

exceptional customer service.

o Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, Microsoft PowerPoint , Microsoft Access, and

Microsoft Outlook ).

o Ability to retain massive amounts of information.

o Quick learner.

o Accurate typist.

o Excellent problem solving skills.

Professional Experience

Electronic Data Services/HP Enterprise Services - Tallahassee, FL

2008 to Current

Provider Service Call Center and Enrollment

Enrollment

I resolved escalations and performed provider outreach daily. I also

processed Electronic Funds Transfer Authorization Forms, Change of Address

Forms, W9's, Medipass changes, surety bonds, and banking rejections and

notification of changes. My duties also included processing file

maintenance requests under directive from AHCA(Agency For Health Care

Administration). I maintained a high level or accuracy for all data entry

tasks that I performed. All documents that I handled were also prepped and

batched for imaging by me. Medical Terminology, Medical Coding, and problem

resolution were used on a daily basis.

FLMMIS Provider Services

I worked on the Florida Medicaid Provider Outreach Project, which assisted

providers with registering for training for the new systems that were

implemented in July 2008. My duties included calling the providers and

assisting them with registering for the appropriate training classes,

sending emails to the providers regarding the training schedules, and

returning voicemail messages.

I take inbound phone calls from providers regarding recipient eligibility,

claim status, and assistance with web portal billing.

I also currently work on special projects for the Florida Medicaid project.

I have daily conference calls with hospitals to discuss any issues or

concerns they have regarding their claims, payments etc. My duties include

performing research and submitting incorrectly processed or denied claims

for re-adjudication. I also assist the providers with billing questions and

make sure that all their issues are addressed and being properly handled. I

have received numerous customer compliments and am the recipient of an HP

eAWARD.

Capelouto Termite & Pest Control Inc. - Tallahassee, FL

2007 to 2007

Customer Service Representative

I scheduled service call appointments, dispatched technicians, handled

customer complaints, and completed various assigned duties daily.

. Followed up with customers to make sure they were happy with the

service they received.

. I had the highest number of pest control sales for months.

. Scheduled initial termite treatments for builders.

. I was laid off due to the company's poor quarterly performance.

Convergys Inc. - Tallahassee, FL 2006

to 2007

Employee Care & Problem Resolution Specialist II

State of Florida People First Service Center Project

I took incoming calls on a daily basis to assist State of Florida employees

and their managers with insuring that health insurance benefits were

correct, advised the caller of problems regarding premiums etc, and worked

towards a resolution. All while adhering to State of Florida statues and

guidelines.

. Worked in multiple systems on a daily basis.

. Received award for Best Staffing Time.

. Received award for Most Calls taken.

. Received outstanding positive comments from team members; which lead

to receiving the Breakthrough Performer Award. As well as being named

a Power of One Champion.

. Received award for Best Call of the Month.

. Resolved escalated calls that were not able to be handled by other

employees.

. Made manual changes in SAP.

Kelly Services- Tallahassee, FL

2006 to 2006

Customer Service Representative

I was placed at Convergys in temp to hire position. I was hired

permanently. See above for duties performed.

Affiliated Computer Services Inc (ACS) - Tallahassee, FL

2003 to 2006

Customer Service Representative

State of Louisiana Office of Group Benefits project.

I took incoming calls from Doctors, and hospitals only regarding quotes of

patient eligibility for procedures, claim status, overpayment refund

request/lien, and rate of payment inquiries.

. Worked in multiple systems daily.

. Used medical coding and terminology every day.

. Received award for high QA scores.

. Assisted providers with medical coding and electronic claim billing

. Assisted with the training of new hires.

. I was laid off because State of Louisiana did not renew contract.

. Took escalated calls in lieu of the supervisor.

. Scheduled interviews with potential employees.

Kelly Services- Tallahassee, Fl

2003 to 2003

Customer Service Representative

I was placed at ACS in a temp to hire position. I was hired permanently.

See above for duties performed.

Sprint PCS- Tallahassee, FL

2000 to 2002

Customer Service Representative

I took incoming calls from wireless customers. The calls were regarding

activation of new accounts, problem resolution, or general inquiries.

. Worked with multiple systems daily.

. Assisted customers with billing issues.

. Recommended plans based upon customer usage and price.

. Processed customer payments

. I was laid off due to the site being closed.

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