Customer Service Representative
Resume:
MICHELLE F. MARTIN
New Orleans, LA 70118
abk78g@r.postjobfree.com
OBJECTIVE: A challenging position with excellent career and growth
potential utilizing a strong background in health care
management, customer service, verbal communication, and
administrative skills.
EDUCATION: Bachelor of Science in Business Management 04/09/2008 3.52 GPA
Master of Business Administration 02/24/2010 3.28 GPA
CAREER May 2009 - Present
SUMMARY: Pharmacy Department Supervisor . Peoples Health, Metairie, LA
. Responsible for daily operation of pharmacy department
call center, work flow, problem resolution, and
scheduling.
. Resolve escalated calls from members, providers, and
vendors.
. Responsible for maintaining Medicare call center
guidelines and compliance regulations.
. Create daily, weekly, monthly and quarterly reports for
the department director and senior staff members.
December 2006 - May 2009
Trainer / Auditor, Member Services . Peoples Health,
Metairie, LA
. Responsible for training new and current employee on
benefits, systems and great customer service.
. Coach, guide and direct call center representatives.
. Conducted weekly random audits on all call center
personnel and analyzed data pertaining to determine
department error rates.
. Responsible for maintaining continual education to staff
members on changing policies with in the healthcare
organization and Medicare.
. Coordinate development of a 25-day compressive training
program for call center representatives and ongoing
training.
September 2003 - December 2006
Member Services Representative . Peoples Health, Metairie,
LA
. Support strategic decisions thru detailed management
information and direction.
. Ensured that all providers and / or member issues are
handled efficiently and effectively.
. Completed special assignments in an accurate and
efficient manner.
. Point of contact person for member service
representatives for any and all job related information
or issues.
November 2001 - August 2003
Customer Service Representative . Ochsner Health Plan,
Metairie, LA
. Assisted members and providers with claims and billing
issues to assure satisfactory resolution.
. Assisted members with issues related to doctors, DME
vendors, and pharmacy concerns.
. Responded to customer's request for account analysis,
plan design change, benefit questions and
clarifications.
. Completed various assignments such as special reports,
research provider and member claims issues in a truly
and accurate member.
December 1998 - November 2001
New Orleans Police Department, New Orleans, LA
. Responsible for accepting emergency calls and responding
accordingly.
. Job entailed capturing as much information from callers
to relate to police unit to assure safety for all
parties involved.
. Dispatched police units to accidents and crime scenes in
a timely manner.
. Testified in court on calls taken for some criminal
cases.
SPECIAL
INTEREST: Strong sense of personal commitment and motivation, talent for
verbal communication and interacting with the public.
Strong computer applications background: Micro Soft Word,
Windows, Excel, Works, Cisco, Rx approver, Outlook and
Telephone doctor, with an interest to learn more.
REFERENCES: References available upon request.
Contact this candidate