Customer Service Representative

Trina S. Walton

***** ******** ***, *********, **** 44105

Home: 216-***-****

*****.*******@*****.***

Qualifications:

• Two years’ experience enrolling and disenrolling senior citizens into Medicare and

Medicaid.

• Seven years’ experience in the Health Care field.

• Two years’ experience as a supervisor and dealing with higher management teams.

• Accomplished customer service professional with strong administrative skills that

compliment my ability to multitask and work in a fast paced work environment.

Professional Experience:

Aerotek Staffing Services 02/2014-04/2014

Client Service Professional/H&R Block

• Greet clients in a personalized, warm, friendly, and inviting manner(phone and office)

• Match clients to tax professional that is best able to fulfill the client needs

• Manage client wait time expectations

• Schedule clients the way they want to be scheduled

• Assure client focus, confidentiality, and privacy before, during and after service

• Identify and communicate products or services to help unique client needs

• Identify front desk services barriers and proactively offer solutions

• Handle client exits by verifying current and future needs have been met

• Own resolution of client issues, using appropriate escalation process, as needed

• Treat everyone as a client and ensure all interactions positively reflect H&R Block

Aerotek Staffing Services 04/2013-08/2013

Medicare Part D Enrollment Coordinator/CVS

• Accomplishes daily enrollment/disenrollment operations, including application review,

entering application into system and submission to CMS

• Maintain detailed tracking of each function within the enrollment and disenrollment

process including correspondence and the issuance and accuracy of member ID cards.

• Communicate verbally with members, third parties and other company’s departments as

required to facilitate the enrollment and disenrollment processes.

• Respond to internal and external Customer inquiries regarding eligibility and related

functions.

• Compare reports, both internal and external, to eligibility file or various systems and

resolves any discrepancies with member status data.

Quadax Inc 10/2010 – 04/2013

Treasurer Assistant

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• Managed various healthcare lab accounts which duties include but not limited to

reviewing and validating refunds, balancing, reconciling accounts.

• Processing checks, credit card payments and invoicing.

University Hospitals Medical Group/Staffing Solutions 09/2009- 10/2010

Cash Applications

• Processed batches which entails, organized the batches into designated groups, printed

out batch tickets for each group, entered amount data onto a master control spread sheet,

entered amount data onto a manifest for CSC, and finally input all data into cash receipts.

• Opened correspondence and delivered them to the specified destination

• Balanced red bags and input them into IDX of cash receipts, went into IDX to print off

reports that have been posted.

• Assisted in the bypass reports by searching through papers, printing off the correct check

and EOB.

Community Care Rx (Medicare Part D Program) 10/2005 – 11/2007

Supervisor

• Provided accurate and consistent Medicare Part D program information to customer

service representatives and senior employees as needed.

• Enrolled and disenrolled senior citizens into Medicare and Medicaid programs.

• Maintained and reviewed daily agent reports, real-time schedule adherence, ETES and

attendance files.

• Timely documentation of all customer service representative’s attendance and conducted

events, following the established process.

• Provided feedback, coached and counseled with direct reports as necessary and cultivated

and maintained excellent working relationships.

• Conducted frequent team meetings with emphasis on team areas of performance,

behavior, and process improvements.

• Proactively maintained appropriate staffing levels. Continually analyzed call center needs

and adjusted resources to meet operational goals.

• Screened and selected well-qualified candidates.

• Identification and implementation of quality process improvements that increased the

quality and accuracy of calls based on QA evaluation sheets a staff coaching, counseling,

and feedback to exceed customer expectations.

Charter One Bank 04/2004 – 07/2005

Customer Service

• Provided professional service while giving accurate information for bank personnel and

customers in regards to bank policies and procedures.

• Maintained one call resolution in an ongoing effort to continue bank retention for new

and existing customers.

• Researched and addressed customer inquiries about bank policies eliminating high call

volume and increasing customer retention for the bank.

• Demonstrated ability to gain customer trust increasing of productivity of bank referrals.

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MBNA 11/1999 – 07/2003

Customer Service

• Customer focus position that communicated information both internal and external about

the credit card operations in a fast paced call center environment

• Informed customers of new opportunities and reinforced the positive relationship with

MBNA.

• Participated in continuous Improvement process plan to identify and recommend quality

issues and complaints.

• Worked with other departments to coordinate work and report or solve problems.

Education:

Post University

Human Service Undergraduate Graduation date May 2016

Reference available upon request:

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