Customer Service Representative

Andrew M Funchess

**** ***** ******, ************, ** 19150

Ph: 215-***-****

Email: ******.********@*****.***

Professional Summary

Seasoned Customer Service Representative with more than 20 years of experience in fast-paced Call Center. Excellent communication and interpersonal skills. Proven track record of achieving exceptional results in customer satisfaction and retention

Skills

Active Listening

Complex Problem Solving

Customer and Sales Service

Purchasing and Budgeting

Organization and Staffing

Team Building and Leadership

Policies and Procedures

Call Metrics

Telecommunications

Typing 45wpm

Alpha/Numeric Data Entry

Microsoft Office

Experience

Technical Customer Service Representative Nov 2016 – Present

Connect America Bala Cynwyd, PA

Actively listened, showing empathy to resolved technical and billing issues

De-escalated callers to service concerns

Multi-tasked while keyboarding, communicating, researching, and documenting customers’ concerns and resolutions

Conducted follow-ups resolved concerns, and documented issues via efficient use of time communication and navigation of multiple systems and tools

Provided first call and/or email resolutions, as well as caller education, through clear and accurate exchange of information

Timely follow up on incoming mail, faxes, emails, and callback request

Customer Service Representative May 2015 – Oct 2016

KForce Gulph Mills, PA

Answered high volume incoming calls

Reviewed insurance policies to determine coverage

Quoted benefits and premiums

Enrolled and renewed insurance plans

Contacted policyholders to obtain unclear or missing information

Andrew M Funchess

7631 Rugby Street, Philadelphia, PA 19150

Ph: 215-***-****

Email: ******.********@*****.***

Customer Service Representative Nov 2013 – Nov 2014

Colonial Penn Life Insurance Philadelphia, PA

Made presentations on the financial well-being of survivors in unexpected death

Developed coordinated protection plan

Calculated and quoted rates for immediate coverage

Reviewed insurance applications, and reviewed for completeness

Obtained Pennsylvania Producer’s License and reciprocal license in 30 states to sale life insurance within the first week

Developed a program that measures labor hours, tracking overtime individually, team, and department wise

Customer Service Representative May 2008 – Oct 2013

AmeriHealth Administrators Fort Washington, PA

Listened attentively to customer needs and concerns, demonstrating empathy

Assisted with eligibility and understanding of medical benefits

Provided results of research via callback or written communication

Utilized numerous systems applications to research and resolve customers’ concerns and/or escalations

Completed self-study course in 3 business days, earning a Producer’s License to sell Health insurance and educate individuals about healthcare benefits

Improved team’s production by thirty-five percent by developing a program that was able to incorporate phone calls and correspondence so that representatives would have all pertinent information at fingertips whether it came via call or correspondence, reducing rejects and unnecessary rework

Medical Biller & Coder Sep 2007 – May 2008

Kelly Services Norristown, PA

Entered clients’ demographics and test results

Interpreted explanation of benefits for proper calculation of disallowance assignment of denial codes and appropriate follow up actions

Processed payments and denials to third-party carriers in all media types

Read source documents and enter data into specific data fields

Education

Bachelor of Science March 2016 - Present

University of Phoenix Philadelphia, PA

Diploma February 5, 1994

School District of Philadelphia Philadelphia, PA

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