Customer Service Manager

Janice Thomas **** N. Classen Blvd. Oklahoma City, OK 73106 405-***-**** *.******@*****.***

CAREER Snapshot

• Fifteen years of successful

exceptional customer service

performance and support roles.

• Expert in customer

care/communications, problem

solving, relationship building

and user training and support.

• Six years encompassing

training, educational development

and business services.

• MS Office “intermediate user” with

additional proficiencies in assorted

databases.

CERTIFICATES

American Fidelity Assurance Group

Learniversity “Class of 2008”

successfully completed the

benefits and customer service

operations.

Certificate of Achievement

Customer Service Associate

OKC Customer Care Center

Of Excellence “Class of 2003”

Farmers Insurance Group.

Grossmont Adult School

Certificate of Completion “Class of 1995”

Completing 18 weeks of Medical

Terminology and ICD-9 Coding.

COMPUTER SKILLS

Word, Excel, PowerPoint, Access,

Outlook

MISSION STATEMENT

Strive to exceed customer/employer

expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions,

always putting

the customer first.

Customer Service Specialist

Objective: To use the skills and knowledge gained while continuing education, combined with previous work and life experience with

a progressive company where success will be rewarded based on performance, utilization of communication and interpersonal skills.

SKILLS

• World-Class Customer Service

• Computer Proficient

• Versed in Microsoft Applications

• Call Center Operations

• Technical/User Support

• Troubleshooting/Problem Solving

• Marketing Skills

• Exceptional Communication Skills/Effective Listener

• Certified in Medical Terminology/ICD-9 Coding

• Team Scheduling/Team Builder

• Telecommuting

• Disability Adjuster Trainee/Flexible Spending Account Adjuster

• Cancer Preventative Care/Accident Only Benefits Adjuster

• Creative Imagination Stimulator

Experience Highlights

• Customer Service and Administrative Assistance.

• Investigated and processed benefits claims.

• Managed the intake process for new customers; cataloguing data and information allowing for fast and easy decision making

regarding claim status and retrieval of desired documents.

• Compiled and completed all forms in accordance with established policies and procedures.

• 1 of 3 individuals selected out of 1800 employees to telecommute from home on a test basis. Once it was established systems

and data was successful, it allowed multiple employees to work from home.

• Maintained confidentiality of customer personal data such as “social security numbers, bank information, policy numbers,

credit card numbers, medical records documentation and pharmaceutical information”.

Employment History

Accountemps Specialized Financial Staffing, Oklahoma City, OK Office Manager Patient Accounts October 2011 to March 2012

Cole Hargrave Snodgrass & Associates, Moore, OK Market Research Representative July 2010 to July 2011

American Fidelity Assurance Group Oklahoma City, OK Representative Claims Adjuster – Customer Service Center August 2003

to September 2009

Farmers Insurance Group Oklahoma City, OK Customer Service Associate – Customer Care Center January 2001 to April 2003

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