Tamika Kwarteng

Hollywood, Florida

779-***-****

ac3irt@r.postjobfree.com

Qualifications:

Over 15 years of professional experience in the industries of customer service, hospitality and warehouse. Member of the Blue Diamond Club for two consecutive quarters, for outstanding leadership, excellent customer service, and for being a stellar employee.

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Professional Experience

Oband Medical Group

Patient Coordinator

November 2016- Present

●Assist patients with scheduling appointments

●Prescreening patients to verify eligibility

●Verifying insurance, getting PCP referrals

●Collect patients demographic and financial information

●Answer and place calls to patients, insurance companies, and Doctors offices

Healthjoy

Healthcare Concierge Specialist

October 2015- August 2016

●Helping members of the ACA utilize insurance benefits

●Prescreening potential customers prior to enrollment

●Ensuring that members are receiving the most of their health plan

●Assisting members with claims, billing, EOB, RX Optimization, making appointments

FSSA\DCS

Eligibility Specialist

August 2013- October 2015

*Assisted Indiana residents with applying for SNAP, TANF, and Medical benefits

* Processed documents submitted by the clients in order to determine eligibility

* Provide customer service by assisting clients with information about their case status

* * Created cases for children that have been removed from their homes

* Determined wardship status for children that have been removed from home

Teleperformance USA

Supervisor of OEV (Outbound Enrollment Verification)

August 2012- August 2014

• Responsible for verifications of newly enrolled Medicare Advantage Members and providing EOB to each member

• Daily employee call monitoring, coaching, training of new products and plans.

• Weekly calibration calls with client to ensure that Licensed Agents and OEV reps are providing beneficiaries with accurate plan information, and reading required disclaimers.

• Retention of members that have requested to be disenrolled in the MA plan due to agent misconduct or misleading information

• Handling escalated calls, and account red flags for fraud and/or agent misconduct

• Ensuring that each employee handles each enrollment in adherence with HIPAA, Medicare and Medicaid, and Universal American Compliance guidelines

• Ensuring that each employee’s payroll was accurate each day

• Communicating with helpdesk and workforce management to quickly report system outages via email, IM, telephone and in person.

• Assisting employees with registration to take the Indiana Licensed Insurance Agent exam.

• Responsible for sending daily reports and TOPPS packets to the client and upper management

• Preparing training module for new hires for upcoming Annual Enrollment Period for Medicare.

• Ensuring that the dialer is working properly by loading new records and scrubbing bad records

• Weekly meetings with clients and management to discuss how to implement any necessary changes to the script and the system

Lead Customer Service Representative

AT&T, Fort Lauderdale, FL 33351

April 2012- May 2013

●Responsible for leading and coaching my team of 8 individuals to be effective in answering inquiries from customers related to new service for the AT&T U VERSE division, also responsible for problem resolution with irate customers when my reps had exhausted all efforts to assist and correct customers issues.

●Assist customers with billing inquiries, issues resolution and technical support

●Responsible for listening to calls from my team of representatives, to ensure quality and accuracy of every interaction with customer.

●Keeping accurate log of timesheets, and making sure each of my reps were meeting Client’s policy regarding billable hours.

Customer Service Representative

Centralized Showing Service, Charlotte, NC 28269

July 16, 2011-January 27, 2012

●Answered property inquiries from customers and agents regarding property listings.

●Scheduled client appointments

●Data entry of new listings

●Timely maintenance of agent database, maintained confidentiality of security codes

Customer Service Supervisor

Iqor, Charlotte, NC 28217

May 21, 2008 – March 3, 2011

●Duties included supervising group of 6 reps and coaching each rep to ensure accuracy and meet customer satisfaction goals monthly.

●Taking escalated calls for reps when customers requested cancellation, and when rep exhausted all resources to assist customer, provided necessary adjustments to customer's account when reps had reached their adjustment max, and monitoring all adjustments and rep behavior.

Guest Service Associate/

Housekeeper

Westin Hotel, Charlotte, NC 28206

May 21, 2007 – March 14, 2010

●Cleaned guestrooms, lobby area and assisted clientele with special services in a timely manner.

●Provided customer service for customers (i.e. answering phone calls, providing directions, providing information about hotel, assisted with checkin/checkout, arranging transportation for guest to and from airport and other destinations in the area, concierge services, answering multi line telephones, and wake up calls

Skills

Windows, Word, KMS, CRM, ICES, Mission, Facts, Excel, Proprietary Customer Service Software, CPETS Proprietary Scheduling Software

Education

G.E.D. from Golconda, IL

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