Tynsha Martin

**** ********** **.

Harrisburg Pa, 17111

Cell: 717-***-****

abg689@r.postjobfree.com

Objective

To expand my knowledge and take on new challenges

Experience

Dental Dental

Mechanicsburg Pa

August 2010- Present

Acts as the company's primary point of communication in the contact center.

Researches and responds to customer telephone, electronic, or written

inquiries. Provides excellent service to customers with information in

regards to basic eligibility, benefits, and claims status with emphasis on

customer retention. Forwards specific inquires as directed for priority

resolution

Pheaa

Customer Service Representative

Harrisburg Pa

April 2008- August 2010

Respond to customer inquiries/requests. Identify customer needs and

interpret and procedures to the customer level of comprehension. Formulate

responses to all questions from customers regarding school loan inquiries.

Show empathy for customer's problems and resolve issue by taking

appropriate action; research and resolve customer disputes and inquires.

Assist student with applying for financial program to help with student

loan payments. Determine who should receive, and when to give, information

based on confidentiality laws. Respond to written requests within expected

timeframes. Use proactive listening skills and attend to non-verbal cues to

better understand the customer's perspectives.

Aetna

Inbound Queue Associate

Phoenix, Az

March 2008- October 2009

Supports comprehensive coordination of medical services including intake,

screening and referrals to Aetna Medical Services Programs.

Promotes/supports quality effectiveness of Healthcare Services. Effective

communication, telephone and organization skills. Review medical

documentation to see if member would qualify for service provided through

Medicaid benefits.

Highmark Blue Cross Blue Shield

Customer Service Representative

Camphill, PA

September 2005- January 2009

Obtaining, recording, evaluating and interpreting factual information, and

deciding on a course of action. Reviewing, understanding and evaluating

previously-gathered information in order to explain procedures, standards,

requirements and/or similar criteria, and apply judgment.

Sprint

Service Provisioning Specialist

Carlisle, PA

February 2004 - August 2005

Helping technicians with the programming and trouble shooting on telephone

lines. Processing service order request that are not automatically assigned

by CLAS (customer loop assignment systems) a mechanized system the

inventories cable, terminals, E911 addresses & central office equipment

This requires extensive knowledge of facility transport in order to program

outside plant cable facilities as well as central office equipment. Update,

verify, analyze research and maintain records validity in CLAS. Analyze

reasons for orders failing automated assignment, correct Clas or SOE errors

refer to the appropriate E& amp; C dept, resolution of facilities

shortages. Program customer service orders in various types of digital

switches, process high speed data orders in different devices such as

stinger, adtran,litespan,afc, and marconi.

Jfc (CAPITOL BLUE CROSS)

Claims Examiner

Camphill, PA

April 2003 - February 2004

Simultaneous evaluation and entry into the system of all doctors and

hospital claims. Edit resolution of said claims in accordance with the

established guidelines set forth. Resolving suspense items on-line for

claims by accessing and researching various database files responsible for

retrieving the correct information and/or updating the files in order to

process the claims on a timely basis. Meet dept. standards for accuracy and

timeliness. Identify claims requiring additional investigation.

York County Nursing Home

Nursing assistant

York, PA

November 2000 - July 2002

Helping residents with there basic everyday needs such as: Dressing,

feeding, bathing, taking vital signs, recording input and output, and any

other needs residents may have. Providing them with the care and the

stability for their everyday needs.

References

Available upon request

School

William Penn Senior High School

September 1991- June 1995

University of Phoenix

August 2009- January 2010

Skills

Knowledge of specialized procedures and practices

Ability to understand and follow oral and written instructions

Strong written and verbal communication skills

Ability to clearly communicate complex business issues in order to

adequately and completely respond to customer inquiries

Ability to utilize appropriate discretion and judgment in dispensing

information, which may be susceptible to misunderstanding or misuse

Ability to understand customers needs quickly and develop appropriate

response

Ability to focus on and provide customer satisfaction

Ability to apply effective and empathetic listening in conversations with

customers

Ability to read, comprehend and utilize reference manuals

Ability to effectively relate to others and to work as part of a team

Multi-tasking ability and strong organization skills

Experience in responding to written and verbal customer inquiries

Knowledge of driver licensing, motor vehicle, and motor carrier areas is a

strong plus

Ability to add, subtracts, multiply, divide, and perform arithmetic

calculations involving monetary units.

Ability to use office equipment such as PCs, copier, and fax machine

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