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customer service representative

Ladson, South Carolina, United States
March 03, 2018

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*** ****** ******

Goose Creek SC 29445

Cellphone 843-***-****

A dedicated leader, trainer and customer service professional with over 25 years of outstanding abilities of multi-tasking and prioritizing functions. I possess strong organizational and follow-up skills. I am detailed oriented, experienced in working with high-volume processes and possess an aptitude to quickly learn new systems and software. I will go the distance to get the job done.


Select Health Of South Carolina, North Charleston, SC July 2017 – Current

Personal Care Connector

Handles daily routine calls from Members & Providers in accordance with Medicare guidelines and performance requirements

Identifies members with Care Gaps/HEDIS related health conditions and assists them in accessing care through plan benefits and community resources.

Maintains multiple Excel spreadsheets cataloguing eligibility and correspondence history daily

Acts as liaison between members and provider offices to establish member access to care, schedule appointments, and resolve claims issues

Initiate outbound calls to collect data, assess member and provider needs, and offer solutions

Schedule appointments between Care Coordinator-Registered Nurse and members based on member location and availability

Baker Motor Company, Savannah Hwy, Charleston SC July 2016 –July 2017

Business Development Representative

Keyholder for Call Center.

Conduct daily assignments for the Business Development Staff.

Assign Internet leads and incoming telephone calls to the BDR staff.

Provide management teams for all 13 franchises with morning notification of scheduled daily appointments.

Resolve Internet Lead generation and Sales entry into the Client Resource Management Data Base.

Coordinate staff schedules and Receives incoming phone calls, internet leads, and places outgoing phone calls, emails.

Prospect follow-up calls, set appointments for sales, and gauge customer satisfaction.

Answers customer internet inquires by both email and phone. Schedule sales appointments and reschedule no show customers.

Contact customers based on current marketing incentives.

Follow up with existing and potential customers to generate leads and close sales.

Explaining product performance, application and benefits to prospects and describing all optional equipment available for customer purchase.

Dial America Marketing, North Charleston, SC March 2016 – July 2016

Customer Care Representative Inbound Call Center Representative

Worked various programs of health insurance enrollment for members into Medicare Advantage Plans, i.e., UPMC for Life Dual and Tufts University Medicare Advantage Health plan while explaining benefits.

Create leads for qualifying applicants into company database and/or routes callers to appropriate Medicare Member Services Department.

Reviews, explains and answers various inquires pertaining to surveys for The Center for Science Services.

Enrolled applicants for utility warranties for residential utility lines.

Provided presentation and benefits of the program by telephone.

Hill-Rom, North Charleston, SC 1996 – 2014

During my 18 years of employment with Hill-Rom I excelled in the Customer Care Center and held numerous positions in the Customer Care Call Center listed below.

Customer Care Representative December 1996 – March 2014

Provided customer service and technical support for a 24 hour nationwide call center.

Trained new care center representatives on department processes and procedures.

Provided technical and operational support to external and internal customers on all rental products.

Care Center Floor Representative May 2004 – December 2006

Managed national care center inbound customer calls during my shift.

Ensured all calls were answered and resolved within the specifications of customer satisfaction profiles.

Provided direct support to care center representatives via telephone or in person.

Ensured all care center personnel and equipment operated effectively, i.e. company data base, telephones and nationwide paging systems.

I.T. Area Desk Representative January 2007 – December 2011

Ensured all data relating to sales and service paging teams were updated and entered correctly Into the company’s data base.

Ensured alignment of paging teams to all Acute care, Long Term care and Home Care accounts. Maintained daily computer entries of all on-call paging teams for the company nationwide.

Built and managed customer profiles for all accounts stored in the data base.

Rental On-Line I.T. Help Desk January 2007 – December 2011

Registered new users for the Hill-Rom Rental On-Line system.

Conducted training with new accounts engaging the on-line system.

Resolved any I.T. issues the customer experienced when using our system.

Conducted training of new Hill-Rom representatives on rental online.

Reset passwords, maintained customer profiles and provided on-line support.

National Rental Contracts January 2007 – December 2011

Billing Representative

Responsible for processing and maintenance of rental contracts from various Acute Care and Long Term Care medical facilities nationwide.

Created customer profiles for new accounts.

Ensured correct policies and billing were carried out.

Entered all contract usage into AS400 system for invoicing purposes.


Wando High School, Mount Pleasant SC Graduate-Diploma

Lyles Data Systems Certificate-Microsoft Office Suite

Trident Technical College Certificate-Everyday Math

SC Mentor Programs Certificate-Therapeutic Assistant

Certificate-Preventive Management of Aggressive Behavior

AS400 Computer Programs

JD Edwards Computer Programs

Citrix Computer Programs

Customer Relationship Management Application Programs


Hill-Rom Manufacturing Company

Masters Club 2005

Town of Mt. Pleasant Police Department

Telecommunicator Of the Year Award (3 times Recipient)

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