Customer Service Representative
Resume:
Renee Arrant
Houston, TX
***********@*****.*** - 713-***-****
WORK EXPERIENCE
Customer Service Representative
Equity Staffing (via: Optum /United Health Group) - Houston, TX - October 2016 to May 2017 Responsibilities
Courteously responded to member/provider inquires via : large volume in bound calls.
Conveyed a positive professional attitude while interacting with angry callers.
Consistently encouraged, educated and advised members/providers of available services. Educated providers on the information available on the provider's website.
Maintained federal, state and local government compliance.
Interfaced with other departments via Instant Messaging and Email as necessary.
Followed up with callers if additional research and resolution was required.
Skills Used
Effective communication, and listening skills. Literate on Microsoft, company specific software, and other interactive software needed to accomplish the job task. Easily trained.
Texas Works Advisor I
Texas Health and Human Services Commission - Houston, TX - June 2015 to May 2016 Responsibilities
Accurately determined eligibility for initial and ongoing federal (SNAP/food stamps & Medicaid) benefits issued by the state of Texas.
Work involves interviewing clients, documenting information gathered, determining benefit eligibility, verifying case data, explaining program benefits and requirements.
Processes changes to client status.
Communicates with other state agencies internal and external, in addition to private entities.
Accomplishments
Ascertained required certificates for past, current and ongoing training.
Skills Used
Ability to effectively communicate orally, and in writing. Excellent math skills. Effective listening and interviewing skills. Able to identify conflicting information.
Support Counselor II
Money Management International - Sugar Land, TX - March 2003 to September 2014 Responsibilities
Courteously responded to call center client/creditor inquires via: large volume in bound calls, initiated outbound calls, written correspondence, e-mail, and managerial assignments concerning retention and maintenance of the Debt Management Program (DMP).
Maintenance of the DMP entailed accounts payable, and accounts receivable of each client's creditors on the Debt Management Program, and other duties to ensure successful completion of the DMP.
Maintained federal, state, and local government compliance.
Met and exceeded company goals.
Reviewed Quality Assurance scores for call center reps which didn't meet company requirement. Provided constructive feedback, and action plans.
Multi - tasked to provide expeditious, efficient services.
Accomplishments
Positive role model to new employees. Assisted in the training of new employees. Represented company with IRS audit panel. Defused angry callers by thoroughly addressing: caller concerns, demonstrating ability to maintain composure, and convey a positive professional attitude and following up.
Skills Used
Effective communication, and listening skills. Literate on Microsoft, company specific software, and other interactive software needed to accomplish the job task. Easily trained.
Customer Service Professional
Aetna Incorporated - Sugar Land, TX - November 1998 to July 2002 Responsibilities
Courteously responded to call center incoming calls for Managed Medical Care Products (Benefits).
Responsible for research and resolution of inquiries.
Created action plans, did follow ups to resolve: past billing, current billing, eligibility and claims concerns.
Accomplishments
Met and exceeded quality assurance and adherence expectations. Met required deadlines. Ability to multi- task.
Skills Used
Daily, all shift use of windows based software, company software, and interfacing with various government, and private sector systems. Easily trained.
EDUCATION
Ascertained 98 credits towards 120 credit BA degree in Business
Lehman College - Bronx, NY 1974 to 1977
Administration/ Secretarial Certificate
Manpower Corp. - New York, NY 1978
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