Customer Service Representative
Resume:
Eric J. Tuchelske
Dearborn Heights, MI 48127
*************@*****.***
Objective:
To provide the highest level of Customer Service possible.
Skills and Attributes:
Problem solving, writing effectively, general clerical duties, location
scouting, acting.
Education:
Henry Ford Community College 1981-1982
Theodore Roosevelt High School graduate 1981
Work History:
July 2011- present
Dog At My Feet Productions, LLC
Actor/Producer/Writer/Location Scout/Director- Self employed
February 1985- May 2009
Blue Cross Blue Shield of Michigan
Clerk: 1985-1986
During the time I was a clerk, my main job was to open/sort mail and
determine if the mail was a Cross or Shield issue and place the mail in the
appropriate mail bin to be written up as an inquiry for the Customer
Service Rep. I would also make scheduled mail runs throughout the day, data
entry to open/close/update inquiries and, distribute work to the CSR's,
match picked up mail from other departments to open inquires and distribute
those responses to the CSR's. I also maintained physical files of the open
cases. Also, I would order ID cards and do change of addresses.
Customer Service Representative: 1986-1997
From 1986 to 1996 I was a Written Customer Service Representative
where I would answer inquiries by mail. Most correspondence was general in
nature when it came to rejections, but there were more complex issues which
the subscriber had. Many times I would have to compile charts for the
subscriber for COB matters, but many requests would often be resolved with
the appropriate check off letter which included the information the
subscriber needed. This job entitled heavy analysis of what the subscriber
wanted from us. We would also contact many providers verifying services and
resolving issues for the subscriber. While doing this job, I would also
train incoming clerks (or act as clerk since we didn't have one for almost
a year and then fill in for the clerk if they were on vacation or sick) and
I was also trained as the Unit Leader when the Unit Leader was on vacation
or sick. As Unit Leader, I would complete the daily WMS reports (they were
PCRS sheets back then) distribute work as needed and do follow ups with
various departments. As a pilot program, I also wrote many letters which
certain aspects were then used for form letters. Most of my letters then
became formal responses for future generated letters on the ALGS system.
From September 1996 to May of 1997, I transferred to the telephone section
where I would take phone calls from the subscribers and write up any
incoming issues for the subscriber. Many dealt with claim rejections and
during overtime, I would work on these inquiries for the written section.
Group Review Analyst- 1997 to 1999
When I was hired for this position, the department didn't have a
clerk, so I became the clerk once more since the training class for this
position had began and I was held back for about three weeks due to
department needs. This position was responsible for updating group coverage
and finding the correct matrix keys with the requested coverage. If there
were no keys available, a request would be sent to issue new keys. Since
there wasn't an online system to check the matrix keys, we would use hand
written manuals and I started my own manual with various keys I had used in
the past as well as new keys.
Quality Analyst- 1999 to 2009
During this decade, it was my job to quality check the work of the
Group Review Analysts and if there was an error to write up the error and
let the analyst know of the error. On a rotating basis, I would also
compile the monthly quality report. Also, since I had the lowest level of
seniority, I was trained on doing the Unit Leader position (which I would
take over every January for about three weeks) and do the daily WMS
reports, distribute work to the other quality analysts and also do my
regular job. I think it was in 2006, I was also promoted to Apprentice
Trainer, which would last a few months while new employees were in training
for Group Review Analyst positions. During these times, I would check their
work and do a weekly report on their progress while providing feedback on
their progress.
References:
Clevie Murray- Supervisor- 313-***-****
Dennis Wisniewski- Supervisor- 313-***-****
Cathy Duncan- Friend- 248-***-****
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