Customer Service Representative

Shanae Plummer Cell: 860-***-****

*** **** **** *****: **********@*****.***

Windsor, CT 06095

OBJECTIVE

To obtain a position within an organization which offers career growth

potential while allowing me to use my education and skill set to enhance my

performance and promote business.

SUMMARY OF QUALIFICATIONS

. Extensive customer service experience

. Proven proficiency with the use of computers and business software

. Highly motivated

. Exceptional interpersonal and communication skills

EMPLOYMENT EXPERIENCE

12/2009 - 9/2010 Metlife

Bloomfield, CT.

Illustrations Analyst

Responsibilities include: Proficiently preparing hypothetical projections

for existing Life Insurance policies, ensuring illustrations are completed

within specified time periods, verbal/written communication to provide

additional details as needed. Review requests to ensure accuracy. Maintain

relationships within the organization as well as outside of the

organization. Provide inforce illustrations in a timely fashion .Accurately

process requests with necessary details.

10/2009 - 12/2009 Hp Hood Ice Cream

Suffield, CT.

Customer Service Representative:

Develop, maintain and promote a pleasant relationship with all internal and

external customers. Continuously ensure that all customers are being called

in a timely manner and that all deadlines are met. Maintain customer file

with deliveries, telephone numbers and time of calls. Arrange for proper

handling or all customer requests and complaints (special deliveries, off

day deliveries, etc.) Must be accurate in keypunching orders and

concentration to ensure proper load dates and delivery dates are used.

Supply sales, marketing, production and distribution with pertinent

information concerning customer activity (sales, special events, large

orders, etc.)

6/2009 - 8/2009 Bank of America

Windsor CT.

Migrations Advisor:

As a member of the Client Fulfillment Department this role involves working

with clients that are currently using an old ACH system(Microcash) and need

to be converted over to a new ACH platform(bank of America direct). The

Conversion process involves a high level of customer service and product

expertises in order complete a thorough training with clients to ensure

successful data migration. Migration advisors must have the ability to

follow a schedule and interact with clients for continued support of the

product. Advisors must also possess strong business communication skills,

the ability to operate a computer, and navigate through common business

software programs.

05/2007 - 12/2008 Aetna Insurance

Middletown, CT.

Care Management Associate:

Support comprehensive coordination of medical services including Care Team

intake, screening and supporting the implementation of care plans to

promote effective utilization of healthcare services. Promotes/supports

quality effectiveness of Healthcare Services. Perform outbound calls to

members to screen and enroll in the case management program. Schedule

appointments with Nurses or Registered Dieticians. Perform non-medical

research including claims, eligibility, COB, benefits. Review and research

utilization history to identify members for enrollment into the case

management program. Knowledge of Aetna systems including ATV, ETUMS, ASD.

Experience working in a high paced, production environment.

01/2006 - 05/2007 Apria Healthcare

Middletown, CT

Coverage Verification Specialist:

Specialist's contact Insurers and patients to verify insurance coverage and

eligibility requirements for patients. Obtain verbal/written authorization

for medical treatment from Cigna case managers. Notify patient of payment

responsibilities, past due balances, and payor benefits. Recovered balances

on accounts placed in collections. Inform patients of any additional

documents that will need to be signed at time of delivery. Enter

information into the computer system in an accurate and efficient manner to

facilitate the insurance verification and authorization process. Excellent

working knowledge of medical terminology, HIPAA, HCPC and CPT, ICD-9

coding.

07/2005 - 02/2006 Bank of America Windsor, CT.

Bank Teller:

Act as an ambassador of the bank - smile and greet customers, and provide

basic teller services. Build customer loyalty through courtesy and

friendliness. Ensure accurate and timely processing of basic transactions

for banking center customers and balance daily work in accordance with

established policies and procedures. Perform transactions in a professional

manner to build customer confidence and trust. Resolve basic service issues

or refer to appropriate associate to guarantee customer satisfaction and

retention. Promote consumer services and products, via customer education

and cross-sell referrals. Follow fraud prevention and security procedures.

Assist other associates as needed.

11/2004 - 2/2005 Aetna Insurance Middletown,

CT.

Internet Consultant:

Consultants are 100% phone support for external users of Aetna's Navigator

product. Duties

involve extensive customer service, with a combination of administrative

follow up functions. Troubleshoot connectivity issues, setup new user

accounts, reset passwords, and configure security settings to allow access

to our secure website. Also support all versions of Internet Explorer and

Netscape web browsers.

05/2004 - 08/2004 Otis Elevator

Farmington, CT.

Customer Service Representative:

CSR's resolve daily elevator emergency phone calls. Dispatch mechanics to

problem sites to resolve mechanical issues. Maintain message log for

mechanics via their payroll ID. Utilize passport system to respond to

general customer inquiries. Demonstrate strong communication and

organizational skills when resolving daily inquires and completing daily

tasks.

11/2003 - 4/2004 Fleet Bank

Farmington, CT.

Document Specialist:

Scanning and imaging of mortgage loan documents in preparation for legal

purposes. Additional duties include heavy data entry, filing, faxing and

copying in order to ensure cohesive record keeping.

10/1998 - 12/2002 Aetna Insurance

Middletown, CT.

Network Representative:

Maintain all aspects of Aecclaims work flow. Researched EPBD to locate and

update a physician credentials Update and add networks and resolve

incoming inquiries and request. Collating reference material, data entry,

copying, filing, faxing documents, answering work related phone calls.

Assume the responsibility of coordinating the medical region for the

electronic work flow. Including monitoring, reporting, processing medical

billing and stabilizing the day to day activity of electronic medical

claims while being the main contact person for issues relating to the

region for the National Provider Network.

EDUCATION

12/2007- present Rio Salado College

Behavioral Health/Chemical dependency

09/1992- 06/1996 Buckley High School

General Studies

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