Customer Service Training

*** ******** **** *****, #** ( montgomery, al ****7

phone: 334-***-**** ( e-mail:abjfov@r.postjobfree.com

tash l. johnson

OBJECTIVE

Seeking a position in Customer Service that offers professional

advancement.

CAREER HIGHLIGHTS

Polished, professional Customer Service Rep

offering:

5 years of experience in a high-volume workload call center

environment for State Healthcare and Federal Government

accounts.

Helped company attain the highest customer service ratings (as

documented on weekly call statistics). Earned 100% marks in all

categories including: communication, active listening skills,

problem resolution and politeness.

Navigating proficiently through company's web-based portal and

internal databases to ensure accuracy of information being

relayed to the customer.

Became the lead "go to" person for New Reps and particularly

challenging calls as one of the company's primary

mentors/trainers of both new and established employees.

Completed voluntary Customer Service training through Hewlett

Packard's internal site to enhance customer satisfaction skills

and improve productivity.

Recognized as #1 Customer Service Rep in July 2010. ( Out of 24

Representatives)

Ranking was based on accuracy, customer service, duration and

quantity of calls.

employment

10/2005-Present Hewlett Packard Montgomery, AL

Customer Support Representative II-Alabama Medicaid Account

Handling calls regarding recipient's inquiries on their Alabama

Medicaid account.

Issuing replacement insurance cards.

Updating demographic information on recipient's accounts.

Checking the status of Prior Authorizations on surgical

procedures, medications and (DME) Durable Medical Equipment.

Submitting request for travel reimbursement to doctor's

appointments.

Mailing out Medicaid Applications for various State Programs.

Checking claim status on Inpatient, Outpatient, Professional,

Dental and Medicare crossover claims.

Advising recipients on how to navigate through the Medicaid

website and apply online and research program limitations and

covered services.

05/2005-09/2005 Hewlett Packard Montgomery, AL

Account Representative-Federal Direct Student Loans Account

Handled inbound calls from borrowers with federal and private

student loans. Responded to consolidation inquiries.

Resolved problems and explained the benefits of securing a lower

fixed interest rate.

Provided quotes on estimated interest rates if loans were

consolidated with the federal government.

07/2004-04/2005 Christopher B. Pitts, PC Montgomery,

AL

Receptionist/Real Estate Closing Associate

Faxed, typed, e-mailed and photocopied loan documents.

Scheduled appointments for client intake and keeping attorney's

calendar updated.

Filed clients' paperwork.

Answered multi-phone lines and logged daily messages.

Created HUD documents.

Served as a liaison between clients and lending companies.

Researched title work on property and drafted Warranty Deeds and

Bonds for Titles.

Greeted clients and made sure all necessary paperwork was signed

or initialed.

Stamped and mailed letters.

JOB-RELATED TRAINING

05/2006-Completed Hewlett Packard's Customer Service Skills

Training Course. (Web Based)

Received Completion Certificate

07/2010-Completed Doing Business as a Private Sector Course (Web-

Based)

Received Completion Certificate

08/2010- HIPPA and Protection of PHI Training Course (Web-

Based)

Received Completion Certificate

COMPUTER SKILLS

Proficient in Microsoft Word, Outlook, Excel, Access and Power

Point

Windows XP/Vista

EDUCATION

09/1994-06/1998 Westchester Senior High-Aerospace

Math/Science Magnet

Diploma Received

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate