Customer Service Representative

Objective: To obtain a challenging and rewarding position wherein I can leverage my educational,

organizational and business skills to achieve company objectives.

Strengths: Business Skills

Proactive coordination and organization skills

Productive time management and multi-tasking skills with attention to detail and results

Demonstrated leadership and problem solving

Computer Skills

Proficient in MS Professional Office Suite (Word, PowerPoint, Excel, Outlook)

Oracle

Familiar with PC & MAC environments

Familiar with Remedy, Saville, TBS

Telecommunication System Skills

Experience with Remedy, Saville, and TBS systems

Interpersonal Skills

Excellent oral and written communications

Ability to interface with several levels of management with ease

Supportive team player

Quality and customer satisfaction driven

Employment: MVP Healthcare Rochester, NY September 2015 –September 2017 (contract position)

Provider Services Representative - Inbound Calls

Provider services department handles inquiries in all areas including enrollment, claims, benefit interpretation and referral/authorizations for medical care needs.

Received inbound calls pertaining to a variety of insurance types, such as HMO, POS, PPO, ASO, Exchange Plans, and Medicare/Medicaid Plans.

Maximus Federal Services – Aerotek (Temp), Rochester, NY October 2014 – April 2015

Customer Service Representative – Inbound/Outbound Calls

Received inbound calls from Veterans concerning the new act that was approved in August 2014 called VACAA. Veteran Access Choice Accountability Act. It allowed Veterans the option to receive non-VA health care rather than waiting for a VA appointment or traveling to a VA facility.

Outbound calls was made to civilian physicians within the veterans area to schedule medical appointment for the veterans that has been waiting more than 30 days for health care or who lives more than 40 miles away from a VA Medical Facility.

ABVI – Remedy Staffing (Temp), Rochester, NY January 2014 – April 2014

Customer Service Representative - Inbound Calls

Responsible of verifying if the representative qualified for C.A.S.H government program by utilizing the guidelines that Empire Justice Center required.

Responsible for scheduling appointments for people who qualify for free income tax preparation services

University Of Rochester (Temp), Rochester, NY August 2012 – November 2012

Call Center Communications Representative

Responsible for providing accurate and efficient telehealth services such as, general information, Physician provider referral, class registration.

Responsible for inbound calls to Strong Health as well as be required to perform marketing related functions as needed through outbound call activity

ATT/ACC Business (Temp), Rochester, NY October 2010 – October 2011

Long Distance & Disconnect Desk Specialist

Processed disconnect orders for small to medium size businesses concerning their voice/dsl service.

Educated the customer on the date and time of the transition of their voice/dsl to ATT/ACC Business.

Adecco North America, Rochester, NY July 2008 – December 2009

Customer Service Representative

Educated Adecco associates on payroll processes and procedures, handling more than 60+ inbound calls per day

Serviced large client accounts, including Bank of America, ensuring accurate accounting of weekly hours reflected in system database for timely payroll processing.

Choice One Communications, Rochester, NY April 2003 – August 2007

Provisioning Associate (previous position: Client Service Representative II)

Coordinated installation of new service orders to enable smooth transition of voice/DSL service

Resolved client requests regarding service requests and billing questions.

Educated clients on the benefits of Choice One products and services

Exceeded Center Performance Standards for: Service Level, Average Handle Time, Calls Monitored, Client Feedback, First Call Resolution, Adjustments, Available Time, Schedule Adherence, and others as documented for center criteria

Managed client service continuance, enabling/disabling service features according to order specifications (switch access)

Managed major client accounts on a daily basis. Ensuring orders is processed accurately.

Xerox Engineering Systems, Rochester, NY May 1999 – February 2003

Returns/Billing Analyst

Performed various administrative support responsibilities including:

Streamlined the process for ordering and replacing engineering supplies such as toner, developer and engineering paper

Instructed local end users on application utilities and printer capabilities

Researched client billing issues and completed reconciliations for damaged products while maintaining a positive client relationship

Education: Monroe Community College, Rochester, NY

Associates Degree in Process – Health Studies

Courses Completed:

Human Anatomy Biology

Medical Terminology

Introduction to Psychology

Developmental Psychology – Lifespan

Benjamin Franklin High School, Rochester, NY,

High School Diploma.

Recognition: American Red Cross – First Aid Certified 2013

American Red Cross – CPR Certified 2013

Recognized as top performing representative – July 2004

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