Customer Service Representative

DONNELL T. RHONE

SUMMARY

I am a customer service representative with over 10 years of customer service experience. I have worked for companies such as United Healthcare, Tennessee Department of Labor, Cigna HealthSpring, Dell Computers and Asurion, displaying great professionalism. I have experience managing customer accounts, I have great experience working with insurance, and I have assisted customers over the phone in high volume environments. l also hold a Bachelor’s Degree in Computer Information Systems, I have great leadership experience, and I have done Level one troubleshooting over the phone in the past. I am available to interview with a 24 hour notice, and I can start a new position immediately upon an extended offer.

EXPERIENCE

Quality Staffing-Cigna HealthSpring

Customer Service Associate September 2018 – January 2019

Worked on the MOOP and Pend Projects.

Called members to notify them of their insurance refunds.

Called providers to get additional information that would move claims from a pend status to payment status.

Make notes in a call tracker and gave out reference numbers for each call.

Perform other duties assigned.

Met daily production goals.

Next Level Business Services-NTT Data Inc.

Desktop Support Associate April 2018 – Present

Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide - Performs basic trouble shooting, parts replacement, system upgrades, and basic deployments & repair on Client Assets in campus / remote locations. - Strives to meet all Client SLAs & Customer Satisfaction Goals. - Escalate to B2 / B3 Desktop Support Site Lead on issues that impact a Client End User - When required provides onsite shadowing to Dell Program Field Service Team.

ROBERT HALF/TN GENERAL ASSEMBLY

DESKTOP SUPPORT TECHNICIAN October 2017 – November 2017

Dismantled desktop/Laptop computers, printers, and telephones and set back up after an office move.

We moved 450 computers, phones and printers from one location to another (approximately 90 per day).

There was a team dismantling the equipment, getting it ready for the movers to move and another team of tech onsite at the new location ready to re-assemble once the equipment has arrived.

HOSPITALITY STAFFING SOLUTIONS/COURTYARD MARRIOT

HOUSEMAN August 2017 – September 2017

Stock housekeepers closet with supplies.

Vacuum hallways on the hotel floors.

Strip beds after customer checkouts.

Empty all trash.

Other duties assigned.

KNOWLES ASSISTED LIVING

LAUNDRY COORDINATOR June 2017 - August 2017

Collect the laundry for all residents.

Wash and dry laundry for all residents.

Fold and hang dry cleaned dry laundry.

Sort laundry and deliver to residents.

Inventory laundry for all new residents and label names of residents in each piece and record the inventory.

Keep laundry room equipment and area cleaned and maintained.

KROGERS

CASHIER January 2017 – March 2017

Scan groceries at the register.

Collect payments from customers for purchases.

Restock items not purchased.

Give customers change from the register.

Ensure that the register balances.

Other duties assigned.

INGRAM CONTENT GROUP

Equipment Operator December 2015 - August 2016

Prepare book orders to be made for delivery for customers.

Master the operation of the super sticker machine perform the required quality checks on the product created at this station

Master the operation of the SC3 machine where the book covers are made.

Perform the required quality inspections on the product made at this station.

Exceed the metrics of all the KPI’s

Work all required shifts

Perform other duties assigned

XEROX CORPORATION

Customer Service Representative March 2016-December 2016

Answered incoming phone calls from external customers with issues with their Apple devices.

Provided phone support For Apple iPhones, iPods, and iPads.

Answered 30 to 50 calls per day.

Resolved the device issue within 17 minutes

Escalate calls to level 2 technicians and supervisors as appropriate.

Performed other duties assigned.

UNITED HEALTHCARE

Customer Service Representative/ Recovery Representative September 2014 - May 2015

Initiate phone calls to members, providers, and other insurance companies to gather coordination of benefits information

Medium volume

Account management

Examine, assess, and document business operations and procedures to ensure data integrity, data security and process optimization

Investigate, recover, and resolve all types of claims as well as recovery and resolution for health plans, commercial customers, and government entities

Investigate and pursue recoveries and payables on subrogation claims and file management

Process recovery on claims

Ensure adherence to state and federal compliance policies, reimbursement policies, and contract compliance

Use pertinent data and facts to identify and solve a range of problems within area of expertise

Generally work is self-directed and not prescribed

Works with less structured, more complex issues

Serves as a resource to others

PASSIVELY LOOKING FOR EMPLOYMENT 08/2012 – 08/2014

TENNESSEE DEPARTMENT OF LABOR - WFD

Help Desk Associate/ Customer Service Representative 07/ 2011 – 07/2012

Answer incoming calls from internal employees with computer related trouble

Perform the first level triage of the problem

Guide the customer through the correct steps to get the system working again while maintaining an 85% first call resolution rate

Performed software repairs through a remote access feature with the computer to fix the issue on the first call

Assign the issue to the correct IT workgroup if the problem couldn’t be solved on the phone call

Setup audio/video equipment for executive conferences including video conferences

Kept inventory of computer equipment and accessories to other divisions

MASTECH

Help Desk Associate/ Customer Service Representative 08/2010 - 11/2010 (Contract)

Answer incoming calls from internal employees with computer related trouble

High volume

Perform the first level triage of the problem

Guided the customer through the correct steps to get the system working again while maintaining an 85% first call resolution rate

Performed software repairs through a remote access feature with the computer to fix the issue on the first call

FULFILLMENT TENDERCARE, INC.

Driver 01/2009 - 06/2010

Loaded automobiles on to an 18 wheel tractor trailer to transport over interstate highways

Checked the load manifest for completeness

Performed pre-trip and post-trip inspections on the vehicle

Performed regular tire checks while in route to the destination

Kept the driver logbook current up to every stop during the trip

Delivered every payload safely and on time

SYSTEMS GROUP

Help Desk Associate/ Customer Service Representative 02/2009 – 12/2009

Answer inbound calls from internal employees regarding systems issues

High volume

Determine the correct helpdesk to handle the issue

Create trouble tickets which document the summary of the issue and route it to the correct helpdesk analyst for resolution

Meet all key performance metrics weekly

Met average handle time requirement by consistently keeping an average time of 240 seconds per call per month

EDUCATION

University of San Moritz London, England

B.S. Computer Information Systems

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