Customer Service Representative

Objective

To obtain a challenging and rewarding career in which I can use my

extensive customer based experience to continue to grow and exceed my

employer’s expectations.

Experience

**/**/2001-2004

Kaiser Permanente

Customer Service Representative

• Provides facility and provider information

• Provides information and interpretation of member benefits

• Provides member eligibility and resolves eligibility issues

• Resolves problems with facility issues

• Effectively processes inbound calls in a systematic, organized,

manner following Call Center policies and procedures

• Handles inquiries and complaints pursuant to procedure

• Updates member demographics

• Receives and relays information regarding appointments

2004-2007

Kaiser P ermanente

Client Service Representative

• Assists Kaiser Permanente Sales and Marketing and Account

M anagement with administrative, client, and member inquiries

• Handles member services issues; such as complaints, member

access, and appointment scheduling

• Composes e-mail responses and inquiries

• Speaks to brokers, clients, and account management staff with

questions related to eligibility, benefits, claim processing,

l iterature requests, and Schedule A inquiries

• Handles all escalated member issues that have come to the

a ttention of the employer or broker and resolves the issue with

h ighest priority

2007-2012

Kaiser Permanente

Q uality Assurance Analyst

• Monitor and coach the Customer Service Representative’s delivery

of quality phone service to ensure high service standards are

maintained

• Provide ongoing feedback to the Team Managers and coach the

representatives to achieve continuous service quality improvement

• Analyze data and provide clear and concise reports to identify

t rends

• Ensures timely intervention into the service quality issue in order

to enhance member satisfaction, and retention

• Provide writ ten, detail orientated information related to the

customer experience including feedback, an instructions for

i mprovement

• Trains tenured staff on new initiatives and new hire staff on

various topics related to the Call Center

Skills and Achievements

• Trained in Powerpoint, Word, and Excel

• Typing 60 wpm

• Customer Service Representative of the year in 2001 and 2003

• Only Customer Service Rep to be chosen by Management to

become a t rainer in Labor Partner Management

• Received “High Flyer” recognition for consistently meeting and

exceeding standards, metrics and goals

• Received “Quality Star” recognition for outstanding customer

service

• Received various recognition to manager from members for

outstanding service

• Involved in many committees, such as Diversity, Recognition, and

Spirit committees

• Selected to work in separate Kaiser Permanente facilities for

assistance with walk-in member service issues

Education

1992-1996

Diploma

Lodi High, Lodi CA

1999

AA Degree

Delta College, Stockton CA

References

References are available upon request.

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