Customer Service Sales

Ketisha Glass

**** *********** **

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

Phone: 904-***-****

SKILLS

• Able to multitask

• Solid customer service/telephone skills

• Customer service experience in both inbound and outbound calls

• Good problem-solving and analytical skills

• Solid communication skills including good listening skills

• Strong negotiation skills

• Ability to prioritize and meet timeframes provided

• Basic math skills

• Basic knowledge of insurance industry, medical terminology, including EOB interpretation

• Strong organizational/time management skills

• Detail oriented

• Good Windows, Internet and Microsoft Office skills

• Multi-task oriented

• Independent judgment/decision making; work with minimal supervision

• Strong oral and written communication skills

PROFESSIONAL EXPERIENCE

Customer Service Advocate

Blue Cross Blue Shield of FL Jacksonville, FL

03/2009-06/2010

• Identify coding or billing problems from EOBs and work to correct the errors in a timely

manner

• Worked through Different Applications to correct Claim information

• Maintain patient confidentiality through adherence to HIPPA

• Verify insurance information. Verify benefits and insurance referral information.

• Act as patient advocate to facilitate problem resolution in a timely and courteous manner.

• Knowledge of insurance industry, medical terminology, including EOB interpretation

• Documented medical claims actions by completing forms, reports, logs, and records

• Assisted in getting claims paid in a timely manner

•Communicated with claimants (or their legal representative) and with agents on all claims

related matters

• Resolved medical claims by approving or denying doc.

•Ensured that all requires doc has been submitted and verified

Customer service & Sales Representative

Comcast Cable Jacksonville, FL

12/2007-02/2009

•Took inbound calls from customers looking to switch to Comcast services.

•Responsible for achievement of quality, productivity, and profitability.

•Maintain fast and accurate service.

• Assisted customers with installation of Comcast service

• Helped with the recovery of service interruptions

• Talked to customers about different Comcast packages

• Maintain and increase sales within the designated territory by favorably influencing the

prescribing habits of the targeted audience

•Advised thorough knowledge of products and competitor products to further educate customers.

•Work closely with team members to arrange value added customer service goals

•Develop and deliver informative sales presentations based on individual customer needs to

maximize market share of the designated product portfolio.

•Maintain satisfactory performance record.

Customer Service Rep

Wachovia Jacksonville, FL.

11/2005-09/2007

• Responsible for taking inbound calls over 100+ per day

• Performs diversified duties to research and resolve collection problems

• Assisted Customers with account payments

• Help Resolve Customer account issues

• Worked with billing and other departments to resolve and collect payment for disputed charges

• Provided analysis and feedback regarding collection issues resulting from internal processes

such as sales, pricing, billing, and other transactional department

Education

F.C.C.J. Jacksonville, FL

Nathan B. High School, Jacksonville

References: Upon Request

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