Customer Service Representative

* * * * * A Y AV E N U E • D U R H A M, N C * * * 0 1

*** * * * *** 3 • J O R DA N S O L E S 2 3 @ G M A I L . C O M

JORDAN SOLES

OBJECTIVE

Seeking a position to become a beneficial employee and making significant contributions in order to make

a positive impact and experience long term career growth.

WORK OF EXPERIENCE

[July 2012 – Present] Pharmacy Benefit Specialist Aetna Cary, NC

I provided educational knowledge to members about their pharmacy benefit plan. Explained

specific benefit detail to members including but not limited to deductibles, copays, exclusions,

authorizations, pharmacy consults, billing, eligibility, plan sponsor, coverage limits, etc. I received

additional training in Medicare coverage.

Job duties included placing mail orders for prescriptions. Offered estimated copays for

prescriptions filled within mail order and retail pharmacy based on plan design. I provided solutions to

members experiencing issues with orders and processing prescriptions. I was trained to provide technical

assistance to members using Aetna portal websites and troubleshooting.

I assisted pharmacists with transfer of prescriptions from and to retail and mail order pharmacies

and with adjudication of claims in system.

Helped train new hires with knowledge of pharmacy benefits specific to member plans and

company policies. Responsible for additional training through resources provided by Aetna in order to

kept updated on updated and ever changing policies.

[October 2010 –June 2011] Member Care Representative Blue Cross Blue Shield, Raleigh, NC

Answering inbound calls dealing with customers’ with a Medicare Advantage Plan and group plans.

Handled PPO and HMO plans and explained their benefits, claims, and copays for certain services and any

other questions regarding their benefits. Offered estimated copays for prescriptions and advised if the

prescriptions were on the formulary.

[April 2010 – October 2010] Tax Credit Representative ADP Florence, SC

Responsible for taking inbound calls from employers with new hires to ask a series of questions.

The series of questions then determined if the new hire would qualify the company for a tax credit. Once

completed a confirmation was then emailed or faxed to the employer. Other job duties included keying

social only forms, separating the Hurricane Katrina forms and looking up information to determine what

status the form was in and putting the forms into stacks depending on the status. After the task was

completed it was turned into the team lead on duty.

[January 2010 – April 2010] Tax Preparer Jackson Hewitt Tax Services, Inc. Florence, SC

Prepared Federal and State returns for customers. If there were any amendments that needed to be

process I completed those as well. Scanned paperwork and keyed the information into the e cabinet to be

stored and filed into the proper location. Contacted customers by phone in regards to the status of their

refund or any issues on the tax return.

[September 2007 – December 2009] Customer Service Representative Safe Auto Insurance Company

Hemingway, SC

Responsible for taking inbound calls from new and existing Safe Auto Insurance customers.

Assisted the customers in a timely manner regarding their auto policies. If there were any issues with their

account I would resolve the issue on that one call or to someone that could. Some of my job duties were

taking payments, answering general questions, giving prices on current policies, making any changes the

insured wants, faxing, emailing, or mailing documents and ordering motor vehicle reports.

EDUCATION

[January 2007 – May 2007] Francis Marion University Florence, SC

Undergraduate Studies

[August 2002 – May 2006] Johnsonville High School Johnsonville, SC

South Carolina Scholar High Honors Graduate

SKILLS

Specialized Skills and Software: MS Office, MS Excel, MS PowerPoint, MS Outlook, Adobe

Operating Systems and Networks: CS90, APMCAS, ASD, PeopleSafe, Citrix, Avaya

R EFERENCES

Available Upon Request

Contact this candidate