Customer Service Representative

Amber Ryan Johnson

**** **** ****** **. *********, TX 76018

817-***-**** cell *****.***********@*****.***

Degreed, experienced and goal-oriented Customer Care Supervisor with an

outstanding background in customer relations for HealthMarkets and MHN and

a solid knowledge of customer satisfaction and conflict resolution.

Assumes responsibility for Customer Care associates, focused on employee

development and retention. Provide constant updates and training on new

product and system information. Proficient in MS Office applications and

various company programs.

Education

University of Phoenix, online campus

Masters Security and Justice Administration

2007- present

University of Texas at Arlington, Arlington, TX

1998-2006

Bachelor of Criminology and Criminal Justice

Sam Houston High School, Arlington, TX

1995-1998

Career Accomplishments

MHN

. Works independently of other management at satellite office location

. Supported provider network, recruiting, contracting and credentialing

. Practitioner education and support

. Effectively communicates ideas, goals, strategies via phone and email

. Acts as technical assistance for phone queue regarding the company's

website

. Handles escalated claims, contract and credentialing issues for

providers

. Responsible for interviewing, hiring and terminating customer service

associates

HealthMarkets

. Thorough knowledge of company policies, procedures, telephone system

and

department goals

. Provide ongoing training and development of team members

. Assist associates in reaching career goals and objectives

. Provided detailed health, vision, dental and life policy details

. Working knowledge of claims and underwriting procedures

. Escalated insurance policy issues

. Interviewed customer service representatives and facilitated hiring

and termination process

Southwestern Bell Wireless

. Assist associates by diffusing difficult customer situations

. Supported supervisor with team training initiatives and goal setting

Professional Experience

MHN (Managed Health Network), Irving, TX

Professional Relations Supervisor

6/15/07 - present

- Customer Service Supervisor for a behavioral health provider network and

managed care service provider

- Direct reporting staff of phone queue associates and clerical staff

- Developed training materials, desktop references and quality feedback for

phone team and clerical staff

- Managed Clerical Staff with data entry job functions, including Claims

processing and application data entry

- Ad Hoc reporting in various systems, including Qfiniti and Symposium

- Participated in weekly strategic management meetings

- Responsible for expediting behavioral health providers' contracts and

credentialing

- Familiar with contract rate negotiations and network needs

- Handled escalated provider network issues including claims, contracting

and credentialing

- Deescalated complex claims and contracting issues

- Provider education regarding online services and doing business with the

company

- Work independently in satellite office, home office located in California

- Critical decision making skills

- Responsible for interviewing, hiring and facilitating terminations of

customer service phone associates - determined appropriate matches for job

description

Health Markets Inc, North Richland Hills, TX.

Customer Care Supervisor III

4/1/2005 - 6/15/07

- Customer Care Supervisor for the Self-Employed Health Insurance Division

of

HealthMarkets Insurance Center with over $1 billion in premiums annually

- Direct staff of 10-20 associates and developed a customer service

reporting staff of 70+

associates

- Assure quality standards are maintained through monitoring of telephone

calls

- Responsible for hiring, interviewing, disciplinary action, performance

reviews

(quarterly and annually) for all direct reports

- Responsible for interaction and building relationship with independent

sales

force in 44 states

- Ad Hoc reporting in various systems, including Meridian

- Conduct weekly meetings with direct reports and participate in weekly

meetings

with extended Customer Care management staff

- Critical decision making with the interest of the company and customer

goals

- Work with managers to create departmental procedures/workflow and

production

- Interpret and apply company and department policies to job

responsibilities

- Shift scheduling for associates based on departmental needs

- Strong intra-departmental relationships

- Explained in detail health insurance polices, including health, life,

dental, vision and ancillary products to small business and self

employed individuals

- Responsible for interviewing and determining appropriate skillset for

customer service phone unit

Health Markets Inc, North Richland Hills, TX

Customer Service Representative

1/6/2003 - 4/1/2005

- Handled inbounds calls in a high call volume environment

- Assist supervisor and manager in diffusing difficult customer situations

- mentored other associates

- meet departmental standards including quality and stats

Sprint PCS, Fort Worth, TX

Business Customer Service Representative

12/6/2000- 12/11/2002

- Handled incoming business customer care calls

- Maintained corporate accounts

- Functioned under strict guidelines and deadlines

- Assisted with escalated customer care situations

Southwestern Bell Wireless (now Cingular), Farmers Branch, TX

Team Leader III

2/1999-11/2000

- Handled incoming escalated calls from other representatives

- Intensive billing research

- Troubleshoot mobile service issues

- Assisted supervisor in call management and monitoring

Aegis Communication, Irving, TX

Customer Service Sales

5/1998 - 2/1999

- Handled inbound sales calls generated from advertisements

- Exceed strict sales quota

- Effectively detailed the product to the caller

TeleSources Resources, Fort Worth, TX

Customer Service Representative

3/1997 - 5/1998

- Handled inbound activations calls for Tracfone

- Followed scripted company protocol

- Functioned in a client oriented environment

Qualifications

- 12 years customer service experience

- Able to learn quickly and efficiently

- Conflict resolution

- Superior multitasking and organizational skills

- Knowledge of Word, Excel and PowerPoint and other MS office applications

- Effective written and oral communication skills

Key Skills

- Interpersonal Skills

- Detailed Oriented

- Interdepartmental Communication Skills

- Effective Time Management

- Research and Conflict Resolution

References

Available upon request

Contact this candidate