***** ******* ** # **** ******, TX *****

PHONE 972-***-**** or 214-***-****•

E-MAIL ac38p7@r.postjobfree.com

BERNEISA VANZANT

OBJECTIVE

A customer service position in any industry where my expertise in computers and telephone etiquette would be needed. Looking for an open direct hire or temp to perm position with a stable company that has a diverse working environment, open communication with management, high business operating standards, and room for advancement within the company.

SUMMARY OF

QUALIFICATIONS

Experienced Customer Care agent with over 10 years of call center in multiple industries

EDUCATION

1995 -1999 James Madison HS Dallas, TX

High School Diploma

1. Graduated 8t h

in my class

WORK EXPERIENCE

2011 - 2014 Texas Excavation Safety Systems Dallas, TX

Damage Prevention Agent (January 2011- July 2014)

1. Take incoming calls from homeowners and contractors providing calling in to report the in stallation, operation and maintenance of all facilities.

2. Perform mapping, record keeping and data entry duties per company policies.

3. Handle special requests from management such as input data into a spreadsheet and respond to email inquiries. 2008 - 2010 Volt Technical Services (Client Apple) Addison, TX

Technical and Customer Support via Email (November 2008- March 2009)

1. Receive emails from customers that have requested to cancel service or have questions or concerns regarding programs ordered via iTunes

2. Display empathy and understanding

3. Develop rapport with the customer

4. Articulate well via email

5. Maintain composure when dealing with irate customers 6. Use probing questions to identify the root cause of the issue reported or request to cancel

7. Select appropriate response to resolve the customer's issues 8. Troubleshoot system issues with customer

9. Answer billing inquiries

10. Reassign emails to the appropriate department when needed 11. Make decisions regarding credits given for customers in cases of double billing, mistaken orders, or just for appeasement

12. Meet and exceed productivity standards

2002 - 2008 Blue Cross Blue Shield of TX

Richardson, TX

Lead Utilization Inquiry Specialist (November 2006-April 2008) 1. Lead over a team of 10

2. Outbound calls to members for enrollment into the Blue Care Connection Disease Management Program

3. Maintaining team staff data files and lunch/break schedule 4. Schedule team meetings and preparing agenda

5. Help with implementing new processes, rules, or any other info from management.

6. Resolving incoming member questions and complaints 7. Resolving disputes between team members

8. Filing

9. Faxing

10. Compiling Assisting staff with daily questions as needed 11. Organize team building functions/fun group activities 12. Production of Daily and Monthly Production Spreadsheets for team

13. Assisting with special projects from management as needed Utilization Inquiry Specialist (Feb 2004-Nov 2006) 1. Outbound calls to members for enrollment into the Blue Care Connection Disease Management Program

2. Data entry of member demographics and disease information into Database

Precert Analyst (May 2002-Feb 2004)

1. Handling Inbound Customer service calls for authorization of services from hospitals, doctor’s offices, and members. 2. Verification of network status

3. ICD 9 and CPT codes experience

4. Outbound calls to hospitals for discharge or clinical info if additional days are needed. (Transferring appropriate calls to RN or CM handling case)

2000 - 2002 Kelly Services Dallas, TX

Various Customer Service positions

1. Inbound calls in a call center environment

2. Administrative duties including answering phones, filing, faxing, and answering any questions or concerns voiced, faxed, emailed or mailed.

Computer Software Experience

1. Lotus Notes

2. Word

3. Excel

4. CMS Supervisor Software

5. Internet based Blue Care Database

6. Access based old BCC database

7. Optimed

8. Image

9. Iris

10. CentreVue Phone System

11. Blue Star Claims Database

12. Interaction Client

13. Outlook

REFERENCES

Available upon request

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