Customer Service Registered Nurse

April Sullivan

*** **** **, *** *

Utica, NY ****1

315-***-****

Cell Phone: 315-***-****

Email abit2q@r.postjobfree.com

To secure a challenging Office Assistant or Customer Service position

utilizing my recent education and experience in the field with possible

advancement opportunities in a professional environment.

Experience

12/09-present Spherion/MetLife Dental New Hartford, NY

Customer Service/Claims Intake (Disability Insurance)

. Assist members and employers with filing short term, long term

and FMLA claims

. Explain the claims process to the member

. Email, fax and mail the necessary forms and paperwork after the

claims intake process is complete

. Provide member with the applicable timeframes and processing

times based on each individual employer

Customer Support Counselor (Dental and Vision Insurance)

. Answer inbound calls from providers, vendors and members

. Track payments, process claims, enter referrals and pre

authorizations

. Explained member benefits and provider fee schedules

. Provide patient eligibility verbally and by fax to the provider's

office

. Help members understand their benefits and help them find a dental

provider that suits their needs

. Fulfill requests member requests for ID cards, provider lists and

schedule of benefits by mail or fax

. Assist members with navigating our webpage

. Communicate with other departments via email (Lotus Notes.)

12/08-12/09 AAA NY Utica, NY

Member Services Counselor

. Answer inbound calls regarding roadside assistance and memberships.

. Help locate individuals and dispatch roadside assistance

. Data entry, utilize various internet mapping systems

. Customer service, new memberships and payments

. Resolve complaints

10/07-12/07 Kelly Services/Faxton Hospital

New Hartford, NY

Department Secretary Diabetes Education

. Processed referrals and contacted patients to schedule educational

classes with the registered nurse and dietitian

. Communicated with physicians to complete referral forms and make sure

information is complete and accurate.

. Answered phones and made callbacks answering general questions

. Greeted patients, put together personal files and prepared them for

their appointments

. Performed regular office duties including mail, faxing and filing

Receptionist/Estate Planning Law Center

. Answered phones, prepared call logs, customer service

general office duties, faxing filing, etc.

2/07-5/07 Heber Assoc/National Grid/Temp New

Hartford, NY

Office Technician

. Inbound and outbound calls from and to customers due to we overcharged

them

. Advised the customer what we are doing to resolve the issue and refund

them

. Construct daily appointments schedules for Field Technicians

. Schedule customer appointments to correspond with technicians

availability

. Data entry, filing, faxing, Microsoft Word, Excel and Outlook

Customer Service, inbound and outbound

7/06-12/06 Utica Cutlery /Kelly Services/Temp

Utica, NY

Customer Service Rep/Import Clerk

. Responsible for processing customer orders received via fax, phone,

and email, handle customer inquiries and provide assistance and

obtain orders for proper lead times

. Work closely with sales, credit, and various warehouse departments

. Provided assistance to Sales Representatives and Distributors

. Assist the CEO with various tasks. Scheduling flights and booking

hotels. Taking minutes for meetings, Excel spreadsheets, take photos

of new products etc

. Perform duties as a back-up for billing and also the switchboard

02/06 05/06 Bank of America

Utica, NY

Electronic Banking Service Senior Representative

. Answered inbound phone calls to assist customers with various online

banking questions and technical support needs

. Assisted customer with online bill payments and transferring funds to

other accounts, other customers and outside of the bank accounts

. Performed step by step troubleshooting to help customers gain access

to the website including deleting files and cookies and making changes

to the security settings and internet options. Set up technical

cases as needed

. Answered questions regarding checking/savings accounts, credit card

accounts and some investment type accounts

. Performed basic banking functions including stop payments, order

checks, address changes and applied credits to account when necessary

. Communicate with other departments to research and get any additional

information needed to resolve any issues

10/04 -02/06 APAC

Utica, NY

Customer Service Representative

. Answered inbound calls and assisted customers with their T-Mobile

phone accounts

. Performed account maintenance and changes such as address and market

changes, phone number changes and processed phone orders

. Gave thorough explanations of the monthly statements and charges

applied to account.

. Posted credits and adjustments accordingly

. Walked customers thru the troubleshooting process when the mobile

phone or voice mailboxes were not working properly. Also made

necessary changes to the account to ensure that the issue has been

resolved

. Communicated with other departments to resolve technical and billing

issues and to activate new accounts

2/05 5/05 Bank of New York

Syracuse, NY

Dividend Control Clerk

. Reconciled unit investment trusts for major sponsors including

Claymore, Merrill Lynch and Nuveen

. Made sure interest and principal payments were paid in the correct

amount to the correct mutual fund accounts along with personal

accounts

. Sent out forms and letters via fax and e-mail to announce new rates

and changes to the administrators, sponsors and to Depository Trust

Company

. Communicated with many companies to research differences between the

BNY monies paid and actual monies paid

. Handled ACH rejects. This includes ensuring all customer account

information is correct and up to date Then stopping payment on the

check and communicating with various departments to reissue new checks

. Input daily stock bid prices for each fund

5/03 - 4/04 Fleet Bank

Utica, NY

Operations Associate III (Cash Settlement/Adjustments)

. Balanced and reconciled individual branches throughout NJ

Settled ATM and stamp machines daily through the computer database

Researched teller differences and missing items

. Used many databases and transaction journals as research tools to go

through daily activities for the teller

. Used general ledger tickets to pass debits and credit to the correct

accounts in order to resolve the differences

. Communicated and followed up with other departments to research any

possible offset for a difference (consumer loans, foreign currency,

federal tax payments and credit cards)

. Experienced with various mainframes as well as Microsoft Word, Excel,

Outlook and various point and click programs

1/03 - 5/04 YMCA of Utica

Utica, NY

Director on Duty/Front Desk Receptionist

. Supervised and oversaw the facility

. Handled emergencies and complaints that may occur during shift

. Responsible for handling corrective and disciplinary actions

. Evacuated and secured the building at the end of each shift.

. Delegated tasks and duties to be done in fitness center

. Multiple line telephone and customer service skills.

. Daily data entry and processing of new memberships

. Supervised and assisted members in the computer lab.

. Handled daily cash, daily banking and deposits

Education

Spring 2002 - Fall 2002 Mohawk Valley Community College Utica,

NY

Major: Health Studies

Courses: Human Anatomy and Physiology, Statistics, Cardio-pulmonary

Pharmacology, Basic Science Math, Psychology, Introduction to Art

History, English 102

Fall 2000 - Spring 2002 State University of Morrisville

Morrisville, NY

Major: Liberal Arts and Science

Courses: Biology, Microbiology and Medical Lab Techniques and

Terminology, English 101, Chemistry, Math 101 and 102,

Sociology[pic]

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