Customer Service Representative

Tamela R. Cooke

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

Louisville, KY 40241

Home: 502-***-**** Cell: 502-***-****

abjpq3@r.postjobfree.com

Education

August 2008- Current

Masters of Human Resource Management

Sullivan University, G.P.A. - 4.0/4.0

July 2001-August 2005

Bachelors of Science: Business Administration

Indiana Wesleyan University, G.P.A. 3.70/4.00

Career History

Kentucky Farm Bureau Mutual Insurance Companies- Louisville, KY

February 2001-Present

Training and Development Instructional Coordinator II (2005-Present)

Training and Development Instructional Coordinator I (2001-2005)

. Schedule employment interviews and applicant testing. Assist with career

fairs for the screening and hiring of possible applicants

. Ensure proper hiring procedures and HR functions are followed with all

applicants

. Ensure pre-screening is done on applicants and those qualified

candidates are forwarded to the department managers for follow-up

. Process all company employee Tuition Reimbursement requests and check

disbursments

. Responsible for maintaining the confidentiality of employee information

and files

. Assist with the new employee training of company required training

classes such as sexual harassment, compliance, company policies and

benefits

. Work with leadership from all company operation departments to handle

Human Resources and Training and Development issues

. Administer Level I evaluation surveys for all in house and outside

training classes

. Organize, schedule, and coordinate approved training for 500 state and

18 claims office employees

. Responsible for company and claims office employees with Continuing

Education course enrollments. Also assist in the coordination and

delivering of CE exams, classes and materials

. Responsible for company departmental budget dollars of $198 million

ensuring that company funds are appropriately coded and assist with

managing other departments budgeted monies

. Assist in the training of First-Aid, CPR, and fire extinguisher use as a

member of the company Safety Team

Prudential Service Bureau- Louisville, KY

March 1997-February 2001

Customer Service Representative (1997-1999)

Benefit Technician (1999-2001)

. Responsible for answering calls as a third party vendor, from 20-30

different companies throughout the U.S., regarding their COBRA, Medical,

and FSA accounts and benefits.

. Worked extensively with employee FMLA, ADA, and other benefits

. Answered 150-300 employee claims calls per day on company ACD-multi-

phone line system

. Processed 100-300 employee claims per day

. Conducted customer service claims inquiries and problem solving of their

medical and FSA benefits

. Responsible for employee staffing and department employee shifts

Humana Military Healthcare Services - Louisville, KY

May 1996-March 1997

Customer Service Representative

. Responsible for all retired and active military personnel in KY, AL, FL

and TN with

Medical and CHAMPUS benefits

. Assisted callers with the filing of their CHAMPUS EOBs

. Answered 90-200 customer calls per day on company ACD multi-phone line

system.

. Provided customer service and assisted in customer problem solving

related to retiree medical benefits. Served as department Team Lead of 4

employees and was responsible for handling employee questions, staffing,

and completing weekly timesheets for employee work time tracking system

Achievements

. HR Essentials Training -LSHRM 2009

. Member of Louisville Society Human Resource Management 2008-Present

. Member of Toastmasters International 2002-2004

Skills

. Word, PowerPoint and proficient in Excel and Access

. Completed Project Management Leadership courses offered by ESI Inc

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