THERESA THOMPSON

**** *. ***** ******, #**, Peoria, AZ 85345 C: 602-***-**** ac72lc@r.postjobfree.com

PROFESSIONAL SUMMARY

Call Center Professional versed in customer support in fast paced Call Center environment, superior computer skills, and ability to meet and exceed customer expectations, personable and professional under pressure. I have strong communication and written skills, a positive and enthusiastic attitude at all times and I am resourceful and self-driven. Looking for a position with a company where there is opportunity for advancement and further my career.

SKILLS

Skilled in call center operations Committed to maintaining data integrity

Customer interface expertise Staff training/leadership experience

Exceptional workflow management Adaptability and responsiveness

Customer service policy and procedures Self-Driven

Strong problem solving skills Exceptional communication/written skills

Knowledge of Medical Terminology Excellent computer skills

WORK HISTORY

Medix (Health Choice) 06/2018-11/2018

Member Services Coordinator

Inbound calls regarding Medicaid and Medicare benefit coverage and network provider questions. Provider calls regarding eligibility and benefits. Outbound calls to Medicare beneficiaries to complete Health Risk Assessments required to meet Medicare(CMS) guidelines.

Clearesults/Customerlink (APS) 06/2016-07/2018

Customer Service Representative

Contractor dedicated to fielding customers’ needs in regards to billing questions, usage,service plans start/stop service requests and high bills. Provide assistance with website navigation and general questions regarding billing statements. Responsible for taking Credit related calls in regards to past due bills and coming to a resolution that was comfortable for the customer and for the company.

Xerox Healthcare Services 08/2013-06/2016

System Analyst Assistant

Review help tickets submitted by Customer Service Agents in regarding to the web site navigation problems. Research for accuracy and escalated to the proper department. Coach Customer Service Agents on web site navigation and changes

Xerox Service

Workforce Manager Assistant

Review attendance line voicemails, log calls on excel spreadsheet, attendance tracker and employee folder, track attendance points for each employee per company guidelines, complete attendance write ups and deliver to Supervisors. Review early leave and vacation request for approval. Complete excel spreadsheets for month end percentage of attendance occurrences for entire office.

Xerox Healthcare Services

Chat Representative

Handle live chats and emails providing support with general questions, navigation support and technical assistance for the State web site and State Assistance Programs. Meet policy and procedures goals to meet monthly SLA, training of new employee, other job tasks requested to be completed, Email escalation for correction of AHCCCS coverage dates.

Xerox Services

Customer Support Representative

Inbound calls from clients in regards to State Assistance benefits. Research case for accuracy and escalate to the proper departments for resolution, assist with technical support in resetting passwords for website, website navigation, meet department standards and perform superior customer service, training of new employees, provide Floor Support as needed; perform other duties as requested.

Bar Manager, 03/2011- 06/2012

Connelly’s Bar & Grill

Daily banking, balancing employeeʹs bank at the end of each shift, addressed and resolved customer product complaints em pathetically and professionally, defused volatile customer situations calmly,courteously, accurately documented, researched and resolved customer service issues, prepared reports and communication for senior management and clients, training of all new employees, hiring and terminating of all employees as needed, updating POS system as required, prepare excel spreadsheets for accountant and meet monthly business needs, scheduling all employee shifts, manage and oversee business needs and employees on daily basis.

Appeals Coordinator, 05/1996 to 12/2009

United Health Care

Held many positions while employed with United Healthcare, data entry clerk, claims processor, provider maintenance analyst, Team lead for customer service department, client advocate and appeals coordinator.

EDUCATION

Central High School Phoenix AZ 1969-1973

References upon request

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