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Customer Service Representative

March 05, 2018

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Cortney Murchison

*** *. *********** **., ********, Il 60126

Cell 708-***-****

Career Mission: To make the most of my potential as a Customer Service Representative, in a job that provides me a scope of growth and enables me to perform in the best way.


AT&T – Arlington Heights, IL 10/2017-01/2018- Contract Customer Support

Phone support for client's Managed Customers.

Customer call receipt – first point of contact for Customers for problem recording

Customer verification, problem validation and documentation

Primary responsibilities will be to answer calls and document the call in a ticketing system.

Provide customers with status on a regular basis

Manage problem escalations

Interface with internal and external Vendors

Adhere to Service Level Agreements, processes and tools.

Molina Healthcare 03/2016-12/2016- Contract Member Services Representative

Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member

Review and research incoming healthcare claims from members and providers(doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)

Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)

Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding

Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction and attendance

Hampton Inn- Westchester, IL 07/2015- 07/2017 -Front Desk Clerk

Handle guest registration and room assignments/cancellations and special requests.

Pre-registration: block reservations and take same day/future reservations following hotel rate structures, discounts and self-strategies.

Handle guest check-ins/check-outs in accordance with hotel credit/ cash handling policies in an efficient and friendly manner.

Resolve customer complaints, assist in all inquiries in connections with hotel services, in-house events, directions, local attractions, safety boxes and varies other duties.

Assist with responsibilities and duties in the absence of the bell person.

Comcast- Oakbrook, IL 03/2011- 02/2015- Inbound Sales Executive

Provided information to a diverse clientele to identify products\services that suited their needs while promoting high quality service.

Consistently exceeded personal monthly quota by as much as 50%.

Handled customer complaints professionally and coordinated with management to resolve more complex complaints.

Assisted collections, billing and repair with overflow calls.

Apple Vacations- Elk Grove Village, IL 12/2007-12/2009 - Call Center Representative

Handled a high volume of inbound and outbound calls.

Delivered world class customer service which build customer satisfaction and loyalty.

Completed ongoing training to stay abreast of product, service and policy changes.

Demonstrated best judgment in the disbursement of adjustments and credits.

Provided information on new products and services for up sells.

Holiday Inn - Oak Lawn, IL 10/2003 - 10/2006 - Night Auditor


Complete and verify all audit paperwork and shift reports.

Process all financial transactions, including the verification and processing of credit card transactions.

Maintain room status inventory and prepare express checkout folios.

Respond to guest inquiries regarding hotel services, reservations, attractions and directions.

Answering telephone calls, sending facsimiles and sort incoming mail.

Cortney Murchison

260 E. Butterfield Rd., Elmhurst, IL 60126

Cell 708-***-****

Dear Hiring Executive,

I am responding to your listing for a Customer Service Representative, as my experience will be of interest to you.

I have over seven years’ experience in customer service. My excellent ability to deal with people effectively, learn quickly, apply knowledge and work independently makes me a perfect choice for this position. I also have high motivation to improve my skills. Finally, I believe these qualities will help me make a significant contribution to your company.

I would like the opportunity to speak with you further. Attached is my resume, which provides additional information about my work history.

Sincerely yours,

Cortney Murchison

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