Customer Service Representative
Resume:
ELDRINA L. BONNER
Chesapeake, VA 23320
OBJECTIVE
I am seeking a position with a company that is the leader within its field
and offers its employees growth and the possibility of taking on new
challenges.
QUALIFICATIONS
A highly-motivated professional with experience working with internal and
external clients on HR business projects. Works well independently and as a
strong team member. Areas of strength include:
( 15+ Years Customer Service skills ( Oral and Written
Communications
( Problem Analysis and Resolution ( Systems Reports/Audits
( Type 60 wpm ( Spreadsheet Development
PROFESSIONAL EXPERIENCE
Claims Analyst, AMERIGROUP Corporation 2007-2010
Under general supervision, evaluates entry level claims to determine the
type and amounts of benefits payable. Performs all authorized duties in
the processing of claims allocated to the assigned market consistent with
all applicable company and departmental policies. Accurately interprets,
understands and applies Medicaid contracts and fee schedules.
Adhere to company and departmental policies and procedures, as well as
HIPAA regulations.
Responsible for preparing correspondence, maintenance of phone logs &
contact logs, as well as project resolution for all markets
Process provider referrals, primary care encounter information and fee for
service claims received in both paper and automated formats into
AMERIGROUP's claims systems
Benefits Administration Associate, EDS 2004-2007
. Respond to client inquiries using the telephone system and plan specific
information; including performing benefit calculations, processing changes
relate to participant life events, researching data and eligibility issues,
monitoring and managing completion of participant cases in case management,
and creating reports on client activity.
. Review work for team members when appropriate
. Establishing and documenting cases into the Case Management System
. Preparing well-structured written correspondence
. Specializing in HIPPA Guidelines, COBRA, FMLA, STD, Family Status Change,
and administering/managing health benefits
Customer Service Representative II, Panasonic Customer Call Center 1996-
2004
Demonstrated proficiency in operating and troubleshooting electronic
products by utilizing available resources and tools. Apply customer
service skills and knowledge by recognizing the customer's value to the
company to bring resolution to issues in a timely manner. Create and
maintain within a PeopleSoft application appropriate call data based on
case type. Assist supervisor with special projects, i.e., budget
expenditures and assist with training of new representatives that come to
the team.
Customer Service Agent, Avis Car Rental 1996-1996
My duties were to assist customers with booking vehicle reservations, as
well as making modification/cancellations to reservations.
Data Entry Operator, Harris Select Communications 1994-1996
Inputting calling card orders for AT&T customers. Maintain accurate
documentation of all AT&T telephone accounts. Explain and upgrade existing
services while offering new and improved innovations from AT&T.
EDUCATION AND PROFESSIONAL TRAINING
Norfolk State University, Norfolk, VA 1989-1992
Management of Computer Information Systems (MCIS)
Business Administration
Academy of Dental Technology, Virginia Beach, VA 2003
Dental Assistant Certificate
References available upon request.
Contact this candidate