Customer Service Representative
Resume:
Dawn Frisbie
Email: abpbqx@r.postjobfree.com
Address:
City: Newark
State: OH
Zip: 43055
Country: USA
Phone: 740-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Excellent communicator with over 14 years experience working in a demanding call center environment as a Customer Service Representative, Service Consultant and Complaint and Appeals Analyst with proven ability to establish rapport with clients.
Educational Background:
High School Dipolma from Union Endicott High School, Endicott NY 1/2001 to 6/1981 (General)
Job History / Details:
Career Overview
Excellent communicator with over 14 years experience working in a demanding call center environment as a Customer Service Representative, Service Consultant and Complaint and Appeals Analyst with proven ability to establish rapport with clients.
Core Strengths
Conflict resolution
Creative problem solver
Excellent communication skills
Energetic work attitude
Active listening skills
Quick learner
Local/state health laws knowledge
Customer service expert
Type 35-40 words per minute (WPM),
Worked with company systems such as Electronic Correspondence Handling System, and diligently completed all assigned tasks, working overtime as needed.
Customer Service
Researched and rapidly resolved client complaints and appeals to prevent compliance misses.
Work Experience
February 1998 to October 2012
Aetna New Albany, OHIO
Complaints and Appeals Analyst/Service Consultant/Customer Service Representative
Prioritized daily worktasks in order to meet due dates.
Prepared and launched complaint and appeal cases for Medical Director/Registered Nurse reviews.
Developed reputation as an efficient service provider with high levels of accuracy (average 95 percentage -100 percentage quality)
Managed quality written and verbal communication, customer support and product representation for each provider appeal.
Worked under strict deadlines and responded to service requests and urgent appeals.
Guaranteed positive customer experiences and resolved all customer complaints.
Earned Aetna's Silver Excellence award on three separate occasions.
Achieved bonus for perfect attendance.
Provided customer service during an average of 60 calls per day by answering customer inquiries, solving problems and providing benefit information.
Collaborated with contract managers on claim and contract concerns.
Processed Traditional claims.
April 2002 to December 2009
Moundbuilders Country Club Newark, Ohio
Bartender/Server/Trainer/Night Supervisor
Worked as a team member performing bartender, server, trainer and supervisor duties, while providing excellent customer service.
Cross-trained and provided back-up for other customer service representatives when needed.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Assisted customers with service and product complaints.
Developed a service and banquest training program.
Recommended alternative items if product was depleted.
Guaranteed positive customer experiences and resolved all customer complaints.
February 1990 to February 1998
Moundbuilders Country Club Newark, Ohio
Dining Room/Banquet Manager
Guaranteed positive customer experiences and resolved all customer complaints.
Developed reputation as an efficient service provider with high levels of accuracy.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Worked under strict deadlines and responded to service requests and haste alterations.
Politely assisted customers in person and via telephone.
Created new processes and systems for increasing customer service satisfaction.
Routinely answered customer questions regarding food and beverage services and pricing.
Communicated all merchandise needs or issues to appropriate supervisors.
Contacted customers for follow up, suggest new services, if required, and inform them about promotions and upcoming events.
Recommended, selected and helped locate services based on customer needs and desires.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Educational Background
1981 Union Endicott High School Endicott, New York
High School Diploma General
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