Customer Service Manager

Donna Nelson

Email: abqfpl@r.postjobfree.com

Address: *** **** ****

City: Suwanee

State: GA

Zip: 30024

Country: USA

Phone: 678-***-****

Skill Level: Management

Salary Range: $35,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

717 Dean Road

Suwanee, Ga. 30024

Cell: 678-***-****

Fax: 770-***-****

Email: abqfpl@r.postjobfree.com

Donna Nelson Sales/Customer Service/Real Estate/Dental Call Center/Insurance

Objective

Take pride in my position by working hard and giving 110% to my company. Timeliness, Politeness, and Accuracy are my priority.

Continue to work my Real Estate business when Im not working my full time job. Give 110% to my Real Estate business when working it, by contacting new potential clients and offering them my professional services. My mission statement is to Guide, Protect, and Support my clients to the best of my ability.

My motto is: Your Success Is My Success!

Professional Experience

November 2011 Current

Delta Dental Insurance Company

1130 Sanctuary Pkwy.

Alpharetta, Ga. 30009

Phone: 800-***-****

Obtained my Georgia State Accident Sickness Insurance License so that I could assist in selling a New Insurance Product (Dentegra). But my primary title responsibility is listed below:

Customer Service Representative Manager Dawn Walker 800-***-****

Answer Patient, Dental Office, Group, Broker, etc. Calls for Several States.

Must have excellent Customer Service Skills be able to meet Job requirements/quotas.

Must be very knowledgeable about the HIPAA laws.

Assist Patients with multiple needs including but not limited to the following:

Benefit Questions.

Changing account information dentist facility information.

Investigate, Explain, and/or Report Issues with a Claim or Pre-Authorization process.

Mailing ID cards other benefit facility information Packages, etc.

Assist Dental Offices, Groups, Brokers, etc. with multiple needs including but not limited to the following:

Provide Patient Eligibility.

Mail, Email, and or explain a patients Plan Coverage.

Investigate, Explain, and/or Report Issues with a Claim or Pre-Authorization process.

Request an EOB, Capitation Report, Fee for Service Report, and/or an Encounter Remittance Report be sent to the dental facility.

Explain the claim/encounter process provide Electronic Filing or Mailing Instructions, etc.

Must be knowledgeable about General Dental Hygiene Care Terminology Procedures.

Must be knowledgeable about Specialty Dental Care Terminology Procedures.

Responsible for communicating with other Delta Dental Insurance Offices, our Corporate Office, Claims Department, Encounters Department, Billing Department, Enrollment Department, etc. whenever necessary to accommodate a Patient, Dental Office, Group, or Brokers needs.

Must be proficient in CPS, Legacy, NPF, orther Dental Insurance Software

Must be proficient in Cyber Space for researching finding specific information for our customer(s)

Must be proficient in Excel, Word, IM, Outlook for sending correspondence regarding our customer(s).

April 2010 November 2011

Great Expressions Dental Center

1560 Oakbrook Dr.

Norcross, Ga. 30093

Phone: 770-***-****

Patient Service Representative/Call Center Manager Johnny Wren 706-***-****

April 2010 February 2011

Answer Patient Calls for 26 Dental Offices

Must have excellent Customer Service Skills be able to meet Job requirements/quotas.

Assist Patients with multiple needs including but not limited to scheduling, rescheduling, canceling dental appointments

Must be knowledgeable about General Dental Hygiene Care Terminology Procedures

Must stay abreast of each offices Dentist/Hygienist Office Hours Scheduling Procedures

Must be knowledgeable about Specialty Dental Care Terminology Procedures

Must stay abreast of Specialty Dentist Office Hours Scheduling Procedures

Responsible for communicating with 26 Offices, our Corporate Office, Billing Department, Insurance Department, etc. whenever necessary to accommodate a Patients needs.

Must be proficient in QSI Dental Vision Software

Must be proficient in Cyber Space for researching finding specific information for our patient(s)

Must be proficient in Excel Word for sending correspondence regarding our Patient(s).

Insurance Verification Department Manager Corine 404-***-****

February 2011 November 2011

Verify Insurance Coverage for Patients Prior to their scheduled appointment in one of our 26 Georgia or 10 Florida Offices.

Contact or utilize the website for more than 50 Insurance companies when verifying benefits for our patients.

Must be familiar with Insurance terms different types of coverage.

Must make sure that all insurance information is correct on the patients account. Such information as Plan ID#, Group #, Group Name, Benefit Levels Percentages, Patients Correct Name, Date of Birth, Address, etc. to be sure that our office can charge patient out properly, file claims without having many Claim Denials come back from the Insurance Company.

Must also know what Offices accept which Insurance Plans so as not to have a patient visit a location in which his/her insurance is not accepted.

Must also be familiar with all Georgia Florida GHP Plans which offices accept them to what age, so that the patient doesnt visit an office in which GHP will not pay.

Handle Insurance discrepancies by contacting the patient to discuss correct the discrepancy as appropriate.

Meet deadlines quotas on a daily basis.

May 2009 August 2010

Kroger Company

2121 Lawrenceville Suwanee Rd.

Suwanee, Ga. 30024

Phone: 770-***-****

Manager: Vada Lewis

Retail

Part-Time Deli Clerk Position

Assist Customers with Cold Cut Orders

Maintain Deli Area to be sure it is kept Clean and Sterilized throughout my shift

Check and record Cooler Temps

Check for outdated product, and remove from shelf as necessary

Check product dates and mark down products as necessary

Receive incoming products from Warehouse

Distribute products as appropriate

Order Products upon the request of my manager

Assist other departments upon request of my manager

March 2008 Current

Virtual Properties Realty, Inc.

6650 Sugarloaf Parkway

Suite. 700

Duluth, Ga. 30096

Phone: 770-***-****

Broker: Angie Mezza (Self-Employed)

Realtor

General Real Estate

Partners with Crissy Jester

Contacting my Sphere of Influence for their business or referrals from someone they know.

Recruiting New Clients

Assisting those clients that need to sale or purchase a home.

Sold and Closed approximately 35 homes between March 2008 to Current.

Leased approximately 15 Rental Properties between March 2008 to Current.

December 2008 June 2009

LiveOps, Inc.

5425 Stevens Creek Boulevard

Santa Clara, California 95051

No Telephone Number, All Communications was done via the internet at liveops.com

Call Center Agent-Self Employed-Part Time Position

Took calls from Customer(s) that was interested in a product that they saw in a TV advertisement. For example: Customer(s) interested in a Power Juicer, Gerber Products, 1800flowers, etc.

I had to be self-motivated to set up my business and learn as much as I could about as many products as possible. Only after learning about a product, taking and passing a test on the product, taking test calls from LiveOps Managers about the product, would LiveOps allow me to take calls for that product. Once I passed LiveOps rigorous test, I could then schedule time to take calls for that product, provided that LiveOps needed agents to take calls for the product. Therefore, the more products that I learned about, the more hours I could work.

Basically my responsibility was to set my Call Center weekly schedule based on my knowledge base, and the needs of LiveOps business. I had to assist customers and sale products. I was evaluated on those two areas. I did very good and was able to get a bonus on a couple of occasions.

Sept. 2006 March 2008

Crown Realty Professionals, Inc.

1371 Dogwood Dr. SW Conyers, Ga. 30012

Phone: 678-***-****

Owner: Frank Downey

Realtor Self Employed

New home sales for Crown Communities for 1 1/2 year.

Partners with Crissy Jester

Managed two Sub-Divisions (Watson Farm Oakmont)

Sold and closed approximately 37 homes between Watson Farm Sub-Division Oakmont Sub-Division.

Also continued my resale business on the side.

Closed approximately 4 homes in resale.

Feb. 2006 Sept. 2006

Metrobrokers/GMAC Real Estate

3330 Satellite Blvd. Duluth, Ga. 30096

Phone: 770-***-****

Broker: Kevin

Realtor-Self Employed

Obtained my Real Estate License in February 2006. Went through extensive training for approximately three months. I was able to obtain my first listing in May 2006, put it on the market June 1st, 2006 and had a binding contract on the property within six days of the property being on the market.

I successfully had five closings between May 2006 September 2006. I was also able to obtain a lease/purchase contract to be closed as a sale in August 2007. I constantly worked my business by contacting FSBOs, Exspireds, Spheres of Influence, etc.

May 1998 Feb 2006

Ace Carpet, Inc.

1147 Atlanta Highway Auburn, Ga. 30011

Phone: 770-***-****

Manager: Thomas Jackson

Sales Associate/Manager

Contacted Residential customers, evaluated flooring needs, and sold flooring to customers based on their individual needs.

Input Customer Orders to our Data Base which generated Product Orders, Installation Schedules, Billing Invoices

Ordered Flooring Products as necessary based on Customer Company needs

Called my Customers to Schedule their Installation date

Kept up with Inventory

Was responsible for Accounts Payable upon request from my Manager

Mailed Customer Invoices for Payment

Followed Up with my Customer(s) to be sure that he/she was satisfied with our service, and if necessary to discuss billing issues

Established a commercial flooring department in 2002 and began bidding on commercial flooring jobs. I was successful in gaining $500,000.00 in additional sales revenue for my company in the first year of establishing the commercial department. That figure was increased to $750,000.00 in the second year and $1,000,000.00 in the third year. I won several awards for sales performance.

June 1980 May 1996

BellSouth Advertising and Publishing

2247 Northlake Parkway Tucker, Ga. 30084

Phone: 770-***-****

Manager: Phyllis Meeks

Sales and Customer Support

Assisted in the Sale of Advertising to Customers for the Real Yellow Pages Directory in various areas

Sales and Customer Service Specialist

Responsible for making sure that all necessary documents were processed from new order status, to data entry status, to printed status.

This meant coordinating with the Sales Representative, Customer, Data Entry Department, Art Department, Proofing Department, and Printing Department.

In charge of handling Major Account Customers that paid anywhere from $100,000.00 or more per month for advertising. I was able to exceed the company-required accuracy and performance level. I received several awards for excellent customer service and performance.

Education

1977 1979 Upson County Technical Institute Thomaston, GA.

Business Management

Two Year Diploma in Business Management

1974 1977 Taylor County High School Butler, GA.

Business Management

High School Diploma with a Major in Business Management

Professional memberships

Member, Georgia Association Of Realtors

Member, National Association of Realtors

Member, Georgia Multiple Listing Service (GAMLS)

Member, First Multiple Listing Service (FMLS)

Certified REO/Foreclosure Specialist

References

Crissy Jester Work Associate Cell: 770-***-****

Cynthia Patterson Work Associate Cell: 678-***-****

Jennifer Sims Work Associate Cell: 770-***-****

Contact this candidate