Customer Service Human Resources
Resume:
Dawn D. Moore
Baltimore, Maryland 21207
Home Phone 443-***-****
Email Address **********@*****.***
OBJECTIVE
Seeking a career position where my professional experience, education and abilities would be advantageous
to the growth of my employer and myself.
Specialized experience and knowledge in areas such as:
• 9+ years of Administrative/Clerical experience
• Admin support to Executive Level management
• Proficient in Microsoft Office Suite and various software applications
• 5 years Call center experience
• Human Resources and Payroll experience
PROFESSIONAL EXPERIENCE
May – June 2011 Insight Global Temporary Employment
Customer Service Representative Johns Hopkins Hospital
Provided Patient information to all coming calls in the hospital
Provided support for 24 hour answering service for all Johns Hopkins doctors and clinics
Paged on Call Doctors for Johns Hopkins patients according to hospital policy
Provided detailed information in documentation for the On Call doctor to respond to patient
Transferred all incoming calls to proper dept the Johns Hopkins Hospital Directory
Dec – Jan 2010 MRI Temporary Employment
Front Desk Receptionist Vertis Inc.
Managed Main switchboard directed all calls to proper dept or Marketing Representative
Scheduled Conference Room Meetings via Outlook Calendar as requested
Coordinated Luncheons for the meetings (Ordered catered breakfast and lunches)
Ordered office supplies
Managed all company mail (incoming/outgoing) for distribution of proper dept.
Jan – August 2010 AeroTek
Provider /Member Specialist XL Health Inc.
Verified Member health benefits and verified Claim Status to Health Providers
Assisted in getting claims paid by escalating the claim in documentation of Share Point case
application to the Claims Dept. to be paid; then contacted the Provider of the claim adjustment once
the claim was paid. Provided members information on requirements of particular medications that
covered on their plan. Documented all member accounts.
June 2007 – October 2008 Computer Science Corp.
Customer Service Specialist
Responded to all inquiries regarding Medicare Part D regarding enrollment, billing/claims,
Formulary changes and eligibility in a timely manner
Adhered to HIPPA Guidelines with all inquiries pertaining to beneficiary accounts
Provided accurate information on claims, billing and formulary changes upon request.
Documented all calls and notated changes given by the member as it pertained to their account
August 2004 – June 2007 Comcast Cablevision
Receptionist
Greeted all visitors in main Lobby area
Managed main switchboard directing all calls to proper department
Coordinated switchboard coverage and provided training
Effectively communicated all elevated customer service grievance issues to appropriate staffing for
resolution
Managed all incoming and outgoing mail
Provided administrative support Human Resources for recruiting purposes
Maintained employee directory
Coordinated company blood drives (bi-annually)
Customer Service Representative (contractor)
Responded to all billing inquiries in an inbound call center
Researched and resolved customer complaints in a timely manner
Troubleshoot technical problems before issuing service calls
Notated all action taken on every account
January 2004- July 2004 AT&T Maryland Relay
Communications Assistant
Translated all communications via inbound call center for the Hearing and Speech impaired in a timely
manner
Analyzed departmental workflow and develop process and procedural improvements
March 2003-January 2004 Colin Services
Administrative Specialist
Provided HR admin support to General Manager
Intake process of applications, performed employment background investigations
Reviewed and input hiring documents onto database
Processed employee-id cards and folders
Processed weekly payroll
February 2002-March 2003 First Team Staffing & Temps Unlimited, Inc.
Administrative Assistant
Handled Multi line phone for Reception area
Medical Billing Accounts Receivable (past 60 days)
Processed Intake information on New Employees
Processed weekly payroll
Microsoft Word Processing, Filing, and Spreadsheet entries
Disbursed proper staffing on temporary work assignments daily
Provided assistance in receiving inbound calls in a call center
February 2001- September 2001 Baltimore County Public Library
Circulation Assistant II
Supervised and monitored 12 Library clerks file all materials borrowed from library
in a timely manner
Coordinated work schedules and provided training to all new clerks
Assisted in developing services in response to community needs and interests.
References: Available upon request
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