Customer Service Insurance

Keyontae L Brihm

Objective: Seeking a challenging and rewarding career in an office setting and/or Client/Customer Service

related field that utilizes and builds on the knowledge that I have obtained through my twelve years of experience

in call centers as a Customer Service Representative, Benefits Specialist and Client Care Representative.

Summary of Capabilities: I am an ambitious, dependable, goal-oriented individual. I have strong

customer service skills that have enabled me to succeed in the companies that I have been employed with. Some

of my skills include, but are not limited to, Excel, Word, Power point, Outlook, Lotus, and Typing. I am also very

proficient in Data Entry (12,000 KSPM), 40 WPM typing speed and have excellent written and oral communication

skills. My call center experience is with both inbound and outbound calls, varying from technical, support to

insurance industries.

Experience:

CSC Solutions Raleigh, NC

Medicaid Customer Service Associate (NCTracks Operations Centers) 05/ 2012

to Current

• Answers incoming phone calls on behalf of client; provides accurate and appropriate information to

callers.

• Places outbound customer service or customer satisfaction calls, as required by client.

• Completes call guides; gathers and verifies required information.

• Attends telephone skills and program information training sessions; adheres to established levels of

service.

• Adheres to established customer service and documentation standards within required time frames.

• Adheres to contact center scheduling, ensures telephone coverage during contact center hours of

operation.

• Performs clerical or administrative duties as assigned.

N C Dept. of Insurance (S.H.I.I.P) Raleigh, NC

Medicare Information Advisor (Contract Assignment) 08/ 2012 to 01/ 2013

• •Answered calls in an inbound call center educating seniors about their Medicare benefits.

• Completed online applications for Extra help and Prescription drug coverage for qualified customers

• Face to face counseling sessions with walk-ins on their health benefits, Medicare concerns and questions

• Gained substantial knowledge of Medicare policies and criteria

• Acquired familiarity with Federal and State Medicare assistance programs

Affiliated Computer Services Cary, NC

Pension Benefit Specialist 05/2008 to 03/ 2011

• Handled and responded to over 75-150 calls daily from employees, former

employees and retirees with questions and or concerns regarding their annual

enrollment for medical coverage, plan information, life insurance policies, Leave

of absence, and pension benefits and options.

• Followed up on outstanding issues within a 24-48 hour timeframe to ensure

resolution; kept the client informed on the status of research, closed out case

when issue was resolved.

• Performed, tracked and logged all transactions performed related to Human

Resources and/or Benefits processes that

• Handled confidential information with sensitivity and discretion in accordance

with Data Privacy requirements.

• Completed voluntary customer service training to learn ways to enhance

customer satisfaction and improve productivity regarding Benefits and/or Human

Resources rules, regulations and guidelines.

• Responded to customer inquiries via email from the “Contact Us” feature

Sento

Raleigh, NC

Customer Care Assistant 10/2004 to 11/2007

• Handled over 200 calls daily from customer inquiries, complaints, billing questions

and payment extension/service requests.

• Calmed and defused angry callers, repair trust, locate resources for problem

resolution and design best-option solutions.

• Interfaced daily with internal partners in accounting, insurance companies,

physicians’ offices, field services, and operations

• Obtained prior authorizations for procedures, referring patients for procedures and

other functions as needed.

• Scheduled work to ensure accurate phone coverage; monitors priority of calls and

shifts escalated calls to assure resolution to problems.

• Prepared standard reports to track workload, response time and quality of input.

• Assisted in planning and implementing department goals and makes

recommendations to management to improve efficiency and effectiveness.

• Utilized strong computer skills with the ability to navigate multiple software

applications at once to provide a positive customer experience

Partners Residential Services Raleigh, NC

Patient Care Technician 7/2000 to 06/2004

• Residential counselors work at group home setting.

• Kept daily progress notes records into log journal

• Distributed and Administrated medication

• Assisted and taught delinquent level III teenage girls basic living skills.

• Duties provided but not limited with preparing and cooking menus and meals.

• Doing laundry, getting residents back and forth from appointments, scheduling

outings and trips, distributing medicines and allowances,

• Assisted with class assignments and homework as well as counseled and mentored

the residents with creating and believing in life skills goals.

• CPR/First Aid certified

• NCI trained and certified

Affordable Travel Services Miami, FL

Travel Consultant 5/1993 to 06/1999

• Responsible for booking and having knowledge for travel arrangements for clients

by car, air, bus, or rail.

• Booked hotels, cruises, resorts and tour packages that best aided traveler’s

arrangements for their wants, needs and budgets.

• Performed general clerical duties to include but not limited to photocopying,

faxing, mailing, and filing, taking inbound and outbound calls.

• Assisted back office with account payables and receivables.

• Maintained staff weekly schedules and time sheets.

• Set up accommodation and entertainment arrangements for staff and clients.

• Coordinated and maintained records for office supplies, parking, company credit

cards and keys.

Education:

Wake Tech Community College Raleigh, NC

Associates in Business Administration 2005

Wake Tech Community College

Associates in Human Service Tech/ Substance Abuse Raleigh, NC

Currently obtaining since Aug of 2011

NC Dept. of Insurance Raleigh, NC

Certification Completion in

Seniors’ Health Insurance Information Program

Volunteer Experience:

South Wilmington Street Center Raleigh, NC

2011

References: References will be provided upon request.

Contact this candidate