Customer Service Manager
Resume:
AMY MARTIN
**** * ****** ** ********** DC ***** ac02jr@r.postjobfree.com 202-***-****
PROFESSIONAL EXPERIENCE
BPC/Conduent- DC Medicaid
Provider Inquiry Associate
July 2016 - Present
Verified patient insurance eligibility
Processed web portal resets
Reviewed medical claims for error and status claims reprocessed claim
Verified credentialing for providers
Documented call and researched codes dental and medical
TELESIS
CUSTOMER SERVICE SPECIALIST
JUNE 2015 – July 2016
Processed safety complaints for vehicles, tires, equipment and child safety seats
Answered 50 to 75 calls providing Information and resources regarding safety seats, vehicle's tires
Searched Vehicle Identification Numbers for open recalls on vehicles
Maintained Privacy and confidentiality of all clients
ACI Worldwide
Customer Care Associate
October 2014 –January 2015
Answered incoming volume 100 per day and educate customer regarding website
Reset passwords and security questions and resolve issues document calls in salesforce
Escalated calls to appropriate division for other services provided
Maintained privacy and confidentiality of all data
DC Healthlink - Washington, DC
Customer Care Associate
September 2013 – April 2014
Answered incoming volume 100 per day and educate customer regarding website
Reset passwords and security questions and resolve issues document calls in salesforce
Escalated calls to appropriate division for other services provided
Maintained HIPAA compliance privacy and confidentiality of all data
Washington DC Healthy Families – Washington, DC
Enrollment Broker
October 2011 - September 2013
Answered questions, provided information and education on government programs Medicaid
Verified client information Responded to requests, and/or took actions on accounts to escalate chronic medical cases
Solicited needed information, clarified responses, and addressed concerns
Maintained client database and tracked demographic information utilizing Excel
Managed each case with consistency, accuracy, and professionalism, displaying excellent customer service skills and extensive technical program knowledge
Handled 75 to 100 Calls per day helped refer clients for medications doctor or dental appointments
ACS/Sprint – Cary, NC
Technical Support Specialist
January 2011 - June 2011
Answered calls in a call center for sprint, troubleshooting CDMA Devices
Processed steps to program devices and increase network connections
Interviewed the caller to use information to find resolution
Escalated to advance departments when issues were not resolved
United States Census Bureau - Durham, NC
Enumerator
April 2010 – June 2010
Conducted interviews in the community for non-response candidates Completed a report on the address based on information gathered documented findings of the property
ZC Sterling - Morrisville, NC
Tax Analyst
April 2007 – February 2009
Maintained and performed research for tax status on properties nationwide
Researched parcels through written oral procedures
Maintained and updated reports monthly on properties
Analyzed penalties associated with delinquent properties and calculated fees for delinquent accounts to reconcile the delinquency
The Next Step - Washington, DC
Administrative Assistant
June 2002 – August 2005
Updated monthly treatment reports in customized database
Organized documents for the urine specimen collection of clients
Collected specimens from clients mandated by government for probation compliance
Maintained literature for five contracts
Shipped specimens to lab utilizing company policies and procedures
Prepared a report for clients to reflect compliance or non-compliance
Prepared contractor's monthly account receivable invoices for services rendered
Checked references for new hires, set up interviews and processed payroll
United States Patent and Trademark – Arlington, VA
Docket Clerk
July 2002 – February 2003
Processed over 500 records daily for patent filings
Created maintained records and reports of production
Researched cases for internal and external distribution
Processed trademark actions
Charles E. Smith, Commercial Realty - Arlington, VA
Assistant Property Manager
November 2000 – June 2002
Managed tenant files, created and distributed invoices for property management services.
Managed the procurement contracts of equipment and office supplies
Purchased building equipment in excess of $30000 dollars
Maintained database for building work requests for tenant or general maintenance requests
Monitored renovation of internal office builds for incoming tenants
Tracked renovation of parking garage, fitness center, and penthouse
Facilitated supervised punch list items from renovation
Assisted property manager with the overall management of multiple unit properties
Maintained contracts with various vendors
Amended security post orders
Processed accounts receivables and payable for 500,000 square ft. of property
Managed events, setting conference space for meetings and building event functions
Processed payroll and attendance records for engineering and maintenance staff
George Washington University - Washington, DC.
Admissions Evaluator
December 1992 – October 2000
Created and managed files for Undergraduate Business Degree Program.
Managed a help desk for the Dean and performed various multitasking procedures.
Advised clients on university procedures for academic administration
Coded student records for desired degree concentration
Researched information compiled data for record evaluation
Supervised work study students for task completion
Managed an e-mail database for undergraduate programs
Assisted in the preparation of meeting set ups
Updated procedures, rules and regulations on student correspondence
Managed procurement for advising department supplies and facilities
EDUCATION
George Washington University – Washington DC
Certification in Information Systems
Pursuing Associates in HEALTH INFORMATION TECHNOLOGY EXPECTED GRADUATION MAY 2017
TECHNICAL SKILLS
Microsoft Project, Microsoft XP, Microsoft Office, Word, Excel, PowerPoint, Access, Outlook, Magic, Banner, UNIX, Scanning Technology, Email, Internet, customized database programs, Lotus, AS 400, Oracle, ADP, Ceridian, Sales force, Remedy, SharePoint, Android Devices.
Contact this candidate