Customer Service Engineer

LEANN KIPP

**** ******* **. *******, ** *****. abletu@r.postjobfree.com. 518-***-****

Detail oriented and quality driven professional with 15 years of

office, computer and customer service experience.

Word - Excel- PowerPoint - Access - DOS - FrontPage - Internet - Customer

Service

SUMMARY OF QUALIFICATIONS

. Experience working with mental health patients.

. Knowledge of CMS-1500 and UB04 claim forms.

. Mental health insurance knowledge.

. High attention to detail and accuracy.

. Proven ability to work successfully both as individual and as a team.

. Ability to work with customers and remain professional.

. Managed and trained 30 employees the skills of customer service.

. Ability to solve problems to accomplish a goal.

. Ability to resolve complex issues and remain calm.

. Fast learner with a pleasant attitude.

. Ability to prioritize.

. Superb communication skills.

. Keyboarding accuracy of 50-60 WPM.

EDUCATION

Associate of Applied Science-Business Administration/Management

Southeast Community College-Lincoln, NE

Anticipated Graduation: September 2011

EXPERIENCE

Nationwide Insurance -Raleigh, NC August 2008-

present

Commercial Processor II

*Input policy information ensuring accuracy

*Followed directions as laid out in the Online Manual

*General Office environment

*Maintaining above average productivity

*Maintaining QA score of 95% or greater

Leann Kipp Page 2

Value Options, Inc.-Troy, NY

April 2006-July 2008

Telemarketing Representative III

*Consistently maintained quality standard of 99.5 percent and achieved

highest the quality score each month of all representatives

*Problem solving skills to help patients and providers understand the

claims process

*Resolved complex issues independently

*Acted as a mentor to less experienced staff

*Consistently maintained call productivity of 85 percent (average is 75-

80%)

*Reviewed UB04 and CMS-1500 claim forms to ensure payment was made

accurately

*Explained new processes regarding claims submissions

*Reviewed processed claims to verify why the claim denied

*Verified eligibility dates for insured patients

*General office work

Nelnet, Inc.-Lincoln, NE

June 2003-July 2005

Loan Advisor

*Worked with current and past students regarding their student loans

*Helped customers consolidate for a fixed interest rate

*Top ten sales leaders every month

*Highest quality score 19 of the 25 months

*Provided customer service for current borrowers

*General office work

Paramount Designs, Inc.-Fremont, NE February

1998-September 2001

Drafter/Pricer

*Drafted engineer job prints manually

*Priced jobs to verify they were within budget

*General office work

*Worked directly with engineers to verify information on blueprints

*Input job information into OSP-FM and verified the cables would connect

correctly

S and S Telemarketing- North Bend, NE

October 1990-July 1997

General Manager

*Oversaw 20-30 telemarketers daily

*Worked directly with clients to verify projects expectations were met

*Raised contributions by 25 percent

*Data entry of all contributions

*Maintained a positive work experience for all employees

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