Customer Service Sales
Resume:
Javelle Brown, MBA
Houston, TX 77077
************@*****.***
OBJECTIVE
Seeking a position with a growing organization to make a positive impact
and experience long term career growth. My goal is to obtain a position
where my diverse business and educational skills can contribute to the
success and growth of the organization.
EDUCATION
University of Phoenix, Houston, TX
Business Administration
MBA
GPA 3.5
Southern University of New Orleans, New Orleans, La
Psychology
Bachelor of Arts 2005
GPA 3.0
Southern University of New Orleans, New Orleans, La
Substance Abuse
Associate of Arts 2005
GPA 3.0
SKILLS
* Critical thinker and creative problem solving skills
* Knowledge of office practices and procedures
* Strong attention to detail
* Excellent analytical, organizational and communication skills
* Proficient and Computer Savvy thorough knowledge of Microsoft Word,
Excel, and Power point
* Internet savvy
* Ability to acquire concepts of new software applications quickly
Proven ability to prioritize and handle multiple tasks in a challenging
environment
WORK EXPERIENCE
[November 2012-Current] Coventry Health Care, Inc.
Houston, TX
Senior Customer Service Rep/Provider Relations
. Handles customer service inquiries and problems via telephone,
internet or written correspondence. Act as a subject matter expert by
providing training, coaching, or responding to complex issues. May
handle customer service inquiries and problems. Acts as end-to-end
contact for clients experiencing claim and/or customer service
problems.
. Identify potential clients and conduct phone interviews to determine
eligibility for various State programs
. Assist members with healthcare concerns and needs such as ensuring
they are on track with all medical appointments and procedures
. Acquired an understanding of Kentucky state policy and processes that
determined if members are approved for state benefits and medical
coverage; mastered the navigator program and IDX system, managed a
weekly task list and assured that open cases and claims were handled
correctly and timely.
. Typed letters memorandums and forms using various computer systems.
Endured accuracy of grammar, punctuation, spelling and format and set
up reorganized and maintained alpha and chorological filling systems.
. Maintained first call resolution on a consistent basis, as well as
met quality metrics and exceeded standards.
. Gained a thorough knowledge of ICD-9 and CPT coding
. Knowledge of claims processing, and claims interpretation
. Interfaces with customers via telephone, written correspondence, fax,
web, and/or electronic mail to respond to routine inquiries and
resolve concerns.
. Researches customer information by effectively using the "Essentials"
on-line resource library and Customer Service Console in response to
inquiries including, but not limited to, authorizations, payments,
denials, coordination of benefits, and eligibility.
. Investigates, analyzes, and resolves outstanding issues to achieve
customer satisfaction; takes responsibility for following through and
bringing outstanding issues to closure. Completes limited transactions
including simple adjustments.
. Maintains complete and accurate documentation of all customer
interactions.
. Demonstrates a basic understanding of all products.
. Demonstrates responsiveness and a sense of urgency when dealing with
customers.
. Maintains production and phone quality standard.
Proactively takes responsibility for own self-development.
. Demonstrates professionalism and presents a positive image of the
company when interacting with customers.
. Supports individual and team goals and initiatives; accepts ownership
for individual results.
. Performs other duties as required.
[11/2010 - 11/2012] Crate and Barrel Houston, TX
Sales Associate
* Maximized company sales growth and profitability through the use of
creative selling and merchandising skills, teamwork and internal and
external customer service
* Conducted analysis of team morale and addressed issues with upper
management which led to developing creative concepts to promote team
morale and cohesiveness
* Spearheaded change that led to more effective communication between
staff and management
* Created repeat business from clients by offering a WOW experience
every time they shopped
* Envisioned new ideas for the customers in relation to furnishing and
decorating their homes or businesses
[12/2004- 04/2009] MAC Cosmetics Houston, TX
Make Up/Third Key Manager
* . Demonstrated company standards, values and mission to staff and
clients.
* Aligned my job duties and functions with the company's organizational
goals and business strategies.
* Ensured a full understanding of all products and services, and
maintained a continued awareness of new trends and skills to educate
clients.
* Collaborated with management to ensure team morale and positive energy
were always exuded internally and externally.
* Executed flawless makeup applications while promoting products and
services.
* Participated as an active member of the Impact Team, which was a
special team of the best artists who visited various locations in an
effort to share and implement selling strategies to increase
productivity, teach ways to be better makeup artists, promote new and
exciting ventures for the company, and add diversity to the staff
Internship- Intake Counselor at Hope House
Volunteer- Catholic Charities
ADDITIONAL INFORMATION
Available for all weekend assignments.
Contact this candidate