Service Representative Customer

Nanette Hardy

Summary of Qualifications

• **+ years in a call center environment with a focus on dealing directly with inbound customer contacts

• Comfortable supporting a high-volume, high-pressure environment

• Excellent leadership, negotiation, and conflict resolution skills

• Proficient in JIRA ticket system, the Microsoft Suite, Outlook and CRM systems

Professional Experience

Public Consulting Group, Portsmouth NH

Medical Claims Support Specialist

November 2016 to Present

• Accept incoming calls according to the JIRA ticket system queue

• Gather specific information from hospitals/health care providers to determine coverage

• Complete any necessary follow up with clients, internal and external parties regarding issue resolution

• Explain online system use over the phone to clients

• Complete necessary documentation using the Microsoft Suite, an internal software system and Outlook

• Train new hires on protocols within the department

Cybergrants LLC, Andover MA

Lead Client Service Representative

April 2013 to October 2016

• Liaised with internal business partners to determine/gather client specific information related to their programs and utilize this information to appropriately respond to client inquiries

• Effectively balanced workload by establishing priorities for items assigned

• Maintained a professional and courteous demeanor with clients

• Provided timely updates to appropriate internal and external parties regarding issue resolution

• Exclusive Account Manager for GE, Aetna Pharmaceutical, the Williams Company and Bank of America

• Managed and directed the daily activities of call center agents and telephone operators

• Supervised, planned, and managed functions concerned in a call center environment

• Carried out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents/operators

• Acted as an information source and answered operator or agents’ questions, assigned tasks, followed up and gave instructions as needed

• Attended, followed up, and resolved customer complaints and questions

• Ability to effectively manage time and prioritize multiple responsibilities while maintaining a high level of detail

• Started as a Client Service Representative and was promoted to Team Lead for outstanding performance

Valspar, Newburyport MA

Order Representative

January 2013 to April 2013 (Contract)

• Assisted businesses and consumers with their ordering needs

• Assisted in giving quotes on various products

• Tracked and set up shipments

PNC Financial, Woburn MA

Senior Operations Specialist

March 2011 to January 2013

• Processed deposits accepted through the lockbox processing system

• Completed 10 key, data entry and implemented balancing principles

Comcast, Malden MA

Senior Customer Service Representative

April 2003 to January 2010

• Proactively assisted customers, analyzing their service and needs to determine cost effectiveness

• Interfaced with other departments to provide excellent customer care

• Ability to effectively manage time and prioritize multiple responsibilities while maintaining a high level of detail

• Analyzed, researched and resolve billing, equipment and service inquiries for verbal and written customer contacts

Education

Middlesex Community College, Bedford MA

• Completed 2 years of courses towards a degree in Nursing

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