Customer Service Manager
Resume:
Antonio Matthews
Louisburg, NC 27549
*******.*.**********@*****.***
EDUCATION: Bunn High School - Bunn, North Carolina – High School Diploma
Biogen – on assignment via The Autumn Group Research Triangle Park, NC 10/2017 – Present Universal Patient Service Coordinator
Obtaining and entering demographic, clinical, and financial information into the computer system (Sales
Force – CCS).
Greet patients, doctors, nurse, Territory Business Managers, financial assistance reps, Case Managers, and third-party representatives.
Review welcome calls with patients to accurately explain the next steps of starting therapy, while obtaining all open information required for insurance purposes.
Following SOP’s and utilizing approved talking points when communicating with patients, providers, and pharmacists regarding products.
Preparing and submitting Adverse Event reports and Product Complaints.
Explaining a variety of product Start forms and policies, required signatures, and discussions on financial responsibility.
Submitting benefit investigations and explaining summary of benefits.
Requesting interim and replacement doses for patients and site of cares upon approval of patient’s/site of care’s specific situations.
Researching questions and concerns from providers and provided detailed responses. Knowledge and understanding of therapies currently offered by Biogen.
Maintain strict patient and physician confidentiality.
Blue Cross Blue Shield Durham, NC 10/2014 – 9/2017 Customer Service Professional / Subject Matter Expert (SME)
Strive to remain professional and courteous with customers always.
Having to support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
Clear communication with peers throughout the customer service/claims/billing departments.
Utilize probing and creative problem-solving methods to resolve foundational customer inquiries on first contact.
Staying attentive but having a calming presence under pressure.
Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
Identify, understand and anticipate customers’ unexpressed needs and concerns in a caring manner. Very humble and have a willingness to learn and improve every day.
Making sure that when under pressure to always use positive language, never let the customer see/hear you lose control.
Marketing Adventure Media Raleigh, NC 3/2011 – 9/2014 Customer Service Supervisor
Supervises and coordinates activities of workers providing telephone customer support services. Call center environment with inbound and outbound calls.
Monitors customer service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
Answers questions and recommends corrective services to address customer complaints. Determines work procedures, prepares work schedules, and expedites workflow.
Directly supervises 15-20 employees. Administer performance appraisals and quality monitoring to all immediate staff.
Handle all escalation phone calls with a volume ranging from 10-15 calls daily.
Arby’s Restaurant Wake Forest, NC 2/2007 – 3/2011 Assistant Manager
Ensuring Restaurant is 100 % staffed with /quality, friendly and properly trained team.
Responsible for increasing sales and making a profit Provide leadership, structure and guidance to all crewmembers.
Cash reconciliations, cash control within all stores within district Provide training for managers and team members.
Complete semi-annual performance appraisals for all staff members and management.
Wendy’s Restaurant Raleigh, NC 2/2002 - 1/2007 Co-Manager
Prepare for & actively participate in staff training, meetings, and supervisory conferences. Managed store to ensure accuracy, high health score ratings and customer satisfaction
Responsible for ordering, receiving, taking inventory, payroll and food cost controls, Staff scheduling for crewmembers.
COMPUTER SKILLS: Microsoft Office Suite 2010-2017, Lawson, Extra 6.4, Blue2, Service 1st, Power MHS. IPD, IPDS, BlueServe.
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