Customer Service Manager

Karena F. Bowen

abj8dj@r.postjobfree.com ? 919-***-**** ? 5710 Willowblue Lane, Apt.102 ?

Raleigh, NC 27604

Education

Capella University M.S. Human Resource Management, 2010

Shaw University B.A. Mass Communications, 2002

Career Highlights and Key knowledge, Skills &

Abilities

. Knowledge of, and skill in applying basic interviewing, analytical,

and research techniques sufficient to conduct fact finding and

recommend solutions to recurring and/or interrelated issues and

problems.

. Experienced in reviewing and interpreting contract benefits to

determine eligibility

. Knowledgeable of contract review, data collection, interviewing and

benefits review methods

. Ability to communicate with benefits providers and internal personnel,

generating correspondence, and completing forms to obtain specific

information

. Experienced in processing benefits claims according to government,

corporate and national standards

. Experienced in providing a variety of administrative tasks to promote

organizational productivity

. Successful completion of a Federal Internship at GSA (Washington, DC)

and an internship with NBC (Raleigh, NC)

Key Career

Experience

...

July 2006 - Present

Blue Cross Blue Shield of North Carolina (Durham, NC)

A company providing affordable health insurance for individuals and

families in North Carolina.

Current Position: Medical Claims Professional

PRIMARY RESPONSIBILITIES:

. Responsible for accurate and timely adjudication of medical claims

. Edit and audit claim resolutions and route claims to other areas

. Conduct detailed investigations in order to obtain necessary

information to complete claims

. Maintain divisional standards of quality and productivity

. Process a variety of benefits and claims-related transactions to meet

processing guidelines surrounding party liability, non-standards

pricing and other special circumstances

. Assist customers seeking general information regarding benefits and

related claims

. Review claims documents for completeness and ensure the presence of

pertinent information

. Review written correspondence from specific sources to determine

customer benefit eligibility

. Advise management on ways to improve claims processing and development

procedures as needed

November 2004 - July 2007

Battelle (Durham, NC)

An international science and technology enterprise that explores emerging

areas of science.

Position: Research Assistant & Data Collector

PRIMARY RESPONSIBILITIES:

. Effectively and professionally interact with research participants and

explain Research Study issues and objectives concisely and accurately

. Schedule the work of other professionals involved in study-related

projects

. Multi-task in an administrative and research supporting role

. Gather, maintain and track data records in a specialized database

. Conduct telephone interviews for the purpose of gathering demographic

data and data pertinent to specific research studies

May 2005 - January 2006

First Citizens Bank (Raleigh, NC)

An expert banking corporation providing services in select regions

nationwide.

Position: Telephone Service Representative

PRIMARY RESPONSIBILITIES:

. Efficiently and effectively provide customer service to customers or

prospective customers via inbound telephone calls.

. Communicate first level support for all retail banking inquiries,

commercial inquiries, Online Banking, Bankcard, policy and procedure

questions, etc.

. Researched and communicated information to management verbally and

through written correspondence.

References & Additional Work History Available Upon Request

Karena F. Bowen

abj8dj@r.postjobfree.com ? 919-***-**** ? 5710 Willowblue Lane, Apt.102 ?

Raleigh, NC 27604

Additional Work History

Summary

05/04-01/05 Monarch (IBM), Raleigh, NC

Principal Response Team Specialist

. Provide administrative support for one manager and staff

members. Duties include: meeting deadlines for scheduling

meetings, organizing calendars, preparing travel

arrangements, ordering supplies and taking inventory,

answering telephones, setting-up conference calls,

communicating with other administrative assistants for

information, reserving conference rooms, escorting

visitors, researching information.

08/02-08/03 Wachovia, Raleigh, NC

Teller

. Provide customer service to client's face-to-face,

telephone and offer sales service options. Also, complete

standard and commercial deposits, process official checks,

Visa/MasterCard cash advances, answer telephones, log daily

security video operations, and distribute mail, daily

balancing and clerical duties.

Internships

05/99-08/99 General Service Administration (GSA), Washington, DC

Clerk Intern

. Duties included: answering telephones, making copies,

organize and file documents, answer customer inquiries,

complete materials for meetings, type letters, memos,

envelopes using Microsoft Word, research information

utilizing Internet, GSA library and documents.

01/02-05/02 National Broadcasting Company (NBC), Raleigh, NC

Intern

. Work at assignment desk reporting information to reporters

and producers from the public, researched articles, events,

interviews and Internet. Edit and gather material for news

broadcasting, make copies for staff meetings, assist floor

director with sound camera, teleprompter, scripts and

production playback.

References Available Upon Request

Contact this candidate