Customer Service Representative

Lakeesha Stricklin

objective

Business professional with over 7 years of experience seeking a

professional customer service position within the Service

industry that values talented, detail-orientated team members

and encourages professional growth

professional qualifications

Proficient in most Microsoft Office Suite applications, Macess

Exp, and Amisys Advance

Exceptional written and oral communication skills

Highly responsible, well organized, and self-motivated

Dynamic leadership qualities and a team player

Excellent problem solving capabilities, flexible, and creative

Education

2004-2009 National American University Brooklyn Center, MN

Bachelors of Science Degree in Business Administration

EXPERIENCE

6/2005-12/2010 UCare

Minneapolis, MN

Senior Medicare & State Public Programs Member Representative

Answered incoming calls from members

Trained and mentored new employees on Medicare, Pharmacy Part D

and Medicaid benefits

Assist members with meeting their needs and resolving concerns

Worked closely with internal departments on members escalated

concerns

Cross trained for other internal departments

Face to Face interaction with current members

Met department standards for quality, availability,

effectiveness, attendance, schedule adherence and managed

special projects

3/2003-6/2005 Express Scripts Bloomington, MN

Customer Service Representative

Effectively communicated with diverse individuals to establish

positive working relationships with both internal and external

customers

Served as a liaison between medical providers and members and

prepared accurate, concise documentation of every contact for

member records and process improvement reviews

Utilized computer skills to verify benefits, research

prescription costs, and access network information to resolve

member or provider issues

2001-2003 Laidlaw Transit Roseville, MN

Transportation Representative

Answered incoming calls in a professional manner and employed

active listening skills to identify each callers needs

Coordinated coverage to meet transportation requests and

maintained a comprehensive schedule for drivers and other team

members

Accurately documented all reports of safety concerns and

forwarded information to the appropriate staff as needed

e-mail ********.*********@*****.*** . Phone 763-***-****

910 sheridan avenue north . Minneapolis, minnesota 55411

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