Customer Service

Veronica D R ay(502-*-**-**** ( Cell)

**** * ********* **** # **

Louisville, K Y 4 0218

*************@*****.***

Summary

I h ave 1 7 y ears o f experience, including as a Customer Care Specialist, a s a Financial Aid Administrator and as a Receptionist i n industries including Insurance Agents, Brokers, and Services, Educational Services and Business.

Experience

Humana, Louisville, KY June 2016 t o Sept. 2017 PDP Resolution Specialist

Respond to appeals in a consistent fashion. Adhere to all regulatory, accreditation, internal processing and guidelines. Collect, analyze and research information to addressee and resolve the case. Contact the member, physician, or person appealing via phone. Create letter to send to appellant regarding t he outcome of the appeal.

Humana, Louisville, KY Oct. 2015 to June 2016 Contract Loader

Entered data in the system from providers that are requesting a contract. I sent out the information via email, postal or echo sign.

YMCA Safe Place Headquarter July 2015 t o O ct. 2 015 QUALITY ASSURANCE REP

I listened to recorded phone calls between the member and the agents.I graded each call, the information is given to management for coaching purposes. Humana, Louisville, KY Jan. 2007 to Oct. 2011 Customer Care Specialist

Used software tools including: Microsoft outlook, Spoke with customers by phone. Recorded details of customer inquiries. Prioritized data entry daily to ensure customers needs were met. Ensured that appropriate changes were made to resolve customer concerns. Effectively identified customer concerns over the phone. Determined charges for services requested. Referred unresolved customer grievances for further investigation. Determined possible cause of customer complaints. Communicated with a clear, distinct voice. Maintained a positive and professional phone demeanor. Performed office duties such as data entry, word processing, copying. ITT Technical Institute, Louisville KY Mar. 2 003 to Oct. 2006 Financial Aid Administrator

Performed administrative duties for college. Administered educational services. Directed administrative offices such as financial aid. Represented institution at campus e vents, meetings with personnel. Communicated regularly and openly with students, faculty, and staff. CheckCare, Louisville, KY Feb. 2001 to July 2002 Receptionist

Answer multi line phone, post payments, file. Doe Anderson Louisville, K Y Mar. 2 001 t o A pr. 2 002 Print Production Coordinator

Attach ads from newspapers to the traffic instructions, file, and pull old ads f or clients. Pegasus Satellite Television, Louisville, K Y Dec. 1 999 t o June 2 006 Customer Service Rep

Answer inbound calls from customers with satellite problems. Troubleshoot with the customers. Take payments from customer via credit card.

Skills

Data Entry, Typing, Customer service, Clerical, Advertising, Credit, Customer Relations, Microsoft Mail, Newspaper, Telephone Skills, Administration, Copy, Financial, Meeting Facilitation, Microsoft Office, Microsoft Outlook, Personal, Word Processing and Excel. Occupational licenses and certifications

Certificate: certificate, Ahrens Voc Tech School, 1982: Kentucky Education

1982 J Graham Brown, KY

diploma: Basic

1982 Ahrens Vocational Tech, KY

Certificate: Commercial Sewing

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