Customer Service Representative

MAUREEN ELROD LURRY

OBJECTIVE: To assist my employer to meet and e xceed their current goals and objectives while expanding and enhancing my current skills. I am eager to learn new skills. I work well with team members as well as independently and always with a positive, can do, attitude. SPECIAL SKILLS & ABILITIES

*Over 6 years experience working with health insurance such as Medicare and Medicaid plans.

*Over 8 years work experience as Customer Service Representative with good written and verbal communication and data entry skills.

*Over 25 years experience working with computers and various computer programs/plat forms (including Microsoft Excel, Access, Word, Visio, PowerPoint, Outlook, SharePoint, SQL/QMF, etc.)

EXPERIENCE:

07/2017 - 10/2017 Innovative Teleservices, Port Huron, Michigan Telemarketer

Talked to leads over the phone to obtain pledges to raise funds for various charities. Talked to leads who pledged to give in order to collect donations for various charities. 9/16/2014 - 6/24/2016 Maximus, Fort Pierce, Florida Eligibility & Enrollment Counselor Mailing Clerk

Researched returned refund checks to determine if check should be mailed to client or sent to finance department.

Logged refund check information in an Excel Spreadsheet. Sent out forms, letters, applications and handbooks to clients as requested using a postage machine.

7/6/2012 - 9/15/2014 Spherion Staffing, Port Saint Lucie, Florida Account Service Representative for Liberty Medical Supply Researched scanned documents to identify member's medical records and diabetic testing log books.

Checked durable medical equipment orders to ensure ready for processing. Processed electronic claim forms.

Researched and processed claim denials by checking explanation of benefits. 8/1/2011 - 5/23/12 PNC Bank, Fort Pierce, Florida

Part-time Teller

Handled bank transactions, deposits/withdrawals, money orders, etc. for customers. 1/3/2006 – 9/3/2010 WellCare Health Plans, Tampa, Florida Q uality Auditor, Customer Service Department (7/2008 – 9/2010) C onducted daily quality reviews of operations department processes (via random shopper test calls, agent evaluations, root cause analysis of identified opportunities, and overall analysis of customer service call handling), and performed one on one coaching of cus tomer service representatives.

C ustomer Service Representative, Customer Service Department (1/2006 – 7/2008) A ssisted customers with health plan inquiries.

9/2005 – 1/2006 Quest Diagnostics, Tampa, Florida C ustomer Service Representative, Customer Service Department A ssisted customers and insurance companies with billing questions. 6/2005 – 9/2005 Countryside Publishing, Oldsmar, Florida B usiness to Business Appointment Setter

C alled businesses to set up appointments for the Sales Department personnel. 3/2005 – 6/2005 PSI, Tampa, Florida

T elemarketer

C all residential customers to sell magazine subscriptions. 1/2003 – 3/2005 Self-employed, Tampa, Florida

S old air purification systems.

12/1980 - 10/2002 Tampa Electric, Tampa, Florida

A ssociate Technician, Distribution Engineering Department (9/1995 – 10/2002) P rocess field distribution engineering work orders to update and maintain Facilities Informa tion Management database.

Utilize Facilities Information Management database to produce ad hoc reports for engineers as requested.

Technical Aid, Transmission Engineering Department (9/1985 - 9/1995) P rocess completed work orders and coordinate maintenance of transmission circuit maps between T ransmission Engineering Department and drafting dept. Generate circuit map database reports.

T echnical Clerk, Drafting & Automated Mapping Department (5/1985 – 9/1985) M icrofilmed various documents and distributed microfiche to related departments. C ustomer Service Representative, Customer Inquiry Department (12/1980 - 5/1985) A ssisted customers with bill inquiries, invoiced area light suspense usage and utilized distri bution maps t o determine the quantity of customers affected by electrical outages. TRAINING & DEVELOPMENT:

Microsoft Excel, Access, Word, Visio and PowerPoint Training SQL/QMF Training

SharePoint Training

C ustomer Service Training

Business Writing Course

Team Training

T ime Management Training

EDUCATION:

Winter Haven High School, College Prep/Advanced Studies (graduated with honors) M cConnell Travel School, Business Courses

EXCELLENT REFERENCES SUPPLIED UPON REQUEST

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