Customer Service Representative

Teresa A. Samples

** ***** ****** **** 770-***-****

Dallas, GA 30157 **************@*****.***

SUMMARY OF QUALIFICATIONS

Highly motivated Customer Service Specialist with 12 years experience.

Outstanding facilitator who promotes understanding between the customer and

the company. Excels at complex problem-solving situations and provides

resolutions in a timely manner. Self-starter and multi-task oriented.

Works well under stress within a team environment or independently.

AREAS OF EXPERTISE

|. Problem Resolution |. Call Center |

|. Customer Relations |. Soft Skills Communication Training|

|Pharmaceutical Terminology | |

| |Account Mgmt - Inside Sales |

| | |

Accomplishments

. Worked closely with physician offices to offer new pharmaceutical

samples.

. Managed a large volume of physician accounts

. Mastered pharmaceutical terminology.

. Utilizing customer focus while achieving cost management by meeting

deadlines and displayed expertise in resolving escalated customer service

complaints and issues by using soft skills training and communication

skills..

. Worked closely with claims examiner to ensure claims were paid within

time standards.

. Trained to use Avaya phone system and continued working in the claims

department during transition of company merger.

. Promoted from Claims Processor to Senior Claims Coordinator within 2

years.

Education / Training

( Infusion Soft Training

( Universal Life Certification

( LOMA I Insurance

. Customer Service Specialist Training

. Soft Skills Communication Training

. MS Word

. Avaya Phone Certification

Professional Experience

sj pharmaceuticals - Atlanta, GA 2011-2012

Customer Service Representative/Inside Sales

. Contacted and managed physician accounts.

. Processed sample requests for physician accounts.

. Worked with physician accounts to handle requests in a timely manner.

. Expedite and ship physician accounts requests.

. Followed up requests to ensure receipt of shipment

. Assisted coordination of and attended pharmaceutical trade shows.

diversified electronics - Marietta, GA 2006-2010

Customer Service Representative

. Greeted customers and handle incoming calls.

. Wrote up repair tickets.

. Worked with customers and service technicians to handle repairs in a

timely manner.

. Responsible for receiving equipment for repairs.

. Responsible for handling service calls from Customer Call Center.

. Processed contract billing.

ING, Life of Georgia - Atlanta, GA 1996-2005

Senior Claims Coordinator

. Promoted to Senior Claims Coordinator in the Life Claims Department.

. Analyzed over 400 claims per month while maintaining the file

process.

. Adhered to compliance requirements for proper claim disposition.

. Used ability to resolve concerns while maintaining loyalty and

confidence in a high volume environment.

Claims Processor

. Promoted to Claims Processor in the Life Claims Department.

. Examined and processed life claims and endowments.

. Reviewed death certificates, employer information and other

documentation.

. Determined benefits based on policy provisions and state regulations.

. Assisted call center representatives with difficult telephone calls.

Call Center Representative

. Provided top-notch service to both internal and external customers.

Quoted insurance benefits and answered questions using excellent problem

resolution.

. Answered phone calls with a 95% call rating that exceeded normal time

standards.

. Ensured compliance with regulations, maintained accurate claim

filing.

. Played key role in increasing productivity in call center by

utilizing proper speaking tone to clients.

. Used customer service skills to develop strong business relations,

while achieving high levels of client satisfaction.

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