Customer Service Representative

JACQUELINE HORNE

*** ******** ***. *********, ** 07604 203-***-**** Email: *********@*****.***

SUMMARY

•Have extensive experience in a Call Center Environment as a Customer Service Representative, working with a variety of Customer Service, Call Center, Administrative, and Clerical duties and responsibilities in the Healthcare, Insurance, and Financial Industry, and can begin immediately upon an offer.

•Provided excellent customer service while receiving and handling a high volume of both outbound and inbound phone calls regarding delinquent insurance customer accounts.

•Made high volume of outbound calls, processed insurance verification requests including medical and online pharmacy benefits, prior authorizations and appeals, while working as a Call Center Customer Service Representative.

•Entered and maintained all patient data into database system related to customer benefits and other confidential information obtained, utilizing variety of software programs including MS Office.

•Called and corresponded with offices of prescribers to confirm all information and patients insurance information.

•Processed product replacement requests, managed referrals sent to other specialty providers, and processed general product support service inquires.

•Completed full-cycle recruiting by identifying and sourcing through multiple search methods including high volume of cold calls, data base searches, referrals and networking.

SKILLS

•Proficient with Microsoft Office, Word, Excel, PowerPoint, Outlook, Lotus, Real World, StafPak

•Customer Service Center (CSC), extensive working knowledge of Customer Service Representative and Call Center processes, procedures, and responsibilities, excellent negotiation, customer service, interpersonal, phone, and oral and written communication skills.

EXPERIENCE

Tunstall Americas Pawtucket, RI October 2015 to July 2017

Customer Sales

•Receive calls; make calls selling medical alert devices. Work with several company’s UFT, Apria, and Walgreens.

•Call long time subscribers to make sure that they do not need any upgrades, to be sure they are doing well.

•As well as follow up with my new customers. Have also worked with the TAS campaign.

•Reason For Leaving: Better opportunity which unfortunately fell through

Temporary Assignment(s) North Smithfield/Cranston/West Greenwich, RI February 2014 to July 2015

Help Desk Call Center at CVS Health (May 2015 to July 2015) –

•Received and handled calls from stores to assist in trouble shooting to down hardware.

•Such as printers, scanguns, reboot telephone systems, smart systems, thermal printers, RF devices, registers, RX Connect systems to process prescriptions. Reason For Leaving: Contract ended

Technical Staff Member at Citizens Bank (December 2014 to January 2015) –

•Took customers applications over the phone, directed customers on how they can apply on their own computer.

•Received and handled a high volume of inbound and outbound phone calls regarding education refinance loans, and student loans. Reason For Leaving: Contract ended successfully

Customer Service Insurance Representative at MetLife Inc. (February 2014 to March 2014) –

•Received and handled a high volume of inbound and outbound phone calls regarding delinquent customer insurance accounts, in order to ensure customer was in contact with the insurance company at least once every three years, as per laws. Corresponded with high volume of customers, to ensure their money was safe, and would therefore not go into escheatment. Partook in weekly customer service training classes to make sure customers would receive the best service.

•Reason For Leaving: Unforeseen personal circumstances prevented the attendance of the last week of training

CVS-Caremark/Theracom/AmerisourceBergen Lincoln, RI July 2009 to May 2013

Customer Service Call Center Representative

•Made high volume of outbound as well as handled inbound calls, processed insurance verification requests including medical and online pharmacy benefits, prior authorizations and appeals.

•Worked with specialty medication just approved by the FDA.

•Entered and maintained all data from the patient into database system, regarding customer benefits and information obtained, utilizing variety of software programs including MS Office.

•Reason For Leaving: Massive layoff due to losing vendor contract

Nursefinders, Inc. Pawtucket, RI February 2005 to June 2008

Staffing Manager/Coordinator

•Provided excellent customer/client service while overseeing day-to-day operations of the office.

•Completed full cycle recruiting by identifying and sourcing RNs, LPNs, & CNAs through multiple search methods including cold calls, data base searches, referrals and networking.

•Qualified top candidates to meet JCAHO and facility requirements, including appropriate skills, positive references and valid licensure documentation.

•Matched nurses to appropriate contract opportunities according to the facility’s needs and the nurse’s qualifications.

•Maintained and retained nurses through weekly service calls and communication to ensure continued satisfaction and employment. Top producing recruiter within region for staffing within hospitals and nursing homes.

•Developed and maintained client-staffing needs through active management of open orders and matching qualified employees to job. Developed client relationship with hospitals and nursing homes and recruited new clients to sign contracts for service. Reason For Leaving: Company closed

The Stop & Shop Supermarket Company Pawtucket, RI January 2004 to October 2014

Cashier/Customer Service Sales Associate (Part-time)

•Contributed to a culture of best in class customer service to ensure exceptional service level interaction.

•Promoted a positive environment which is sensitive and responsive to both internal and external customers.

•Provided excellent customer service, helping customers find products and to meet their needs, and helping resolve customer inquiries and any other issues. Reason For Leaving: Conflicted with work/life balance

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