Customer Service Representative

**** ************* ** *****, ** ***** .443-***-****. *************@*****.***

Khadishah Hall

Objective

Professional customer service and fraud analyst focused on quality, meeting

business needs and objectives as well as minimizing corporate loss. Skills

include, customer service and delivery, time management, organizational skills,

relationship builder, and learner; strong ability to transform difficult

situations into a win-win for all involved.

E xperience

Oct 2010- Present

CareFirst Blue Cross BlueShield Owings Mills MD

Customer Service Representative II

Strong ability to handle irate customers effectively and promote customer goodwill . Handled

inbound and outbound calls in a fast paced call center Enviroment. Ability to become flexible with

policy changes . Able to be team player and extend assistance with members on my team

Experience in assisting with Correspondence projects and Enrollment and billing escalation

resolving member inquiries. Assisting with Supervisor escalation s . Responsibilties included

researching Executive Inquiry Cases, Assisting with the New Hire class . Thorough knowledge of

account operational and departmental procedures. Responsible for Handling Working knowledge of

personal computer skills including word processing, spreadsheet, database software and calculator.

Handling Broker and Status calls checking status of application submitting escalations to have

members applications to be resolved in a timely manner . Researching Provider claim issues

and submitting adjustments for claim processed incorrectly. Providing benefits summaries for

members policies

July 2008-Jan 2009

Petro Heating and Oil Essex, MD

Customer Service Representative

Responsible to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and

mandatory overtime due to operating conditions, Worked during storms and other critical times.

Dispatching calls for oil leaks or gas odors. Handled inbound calls in fast paced call center

environment

Oct 2006- Jan 2008

Baltimore Gas and Electric Woodlawn, MD

Customer Service Representative II

Handle the customer relationship regarding inquiries/complaints for gas and electric

emergencies and collections received by telephone. r and make adjustments to Customer Information

System (CIS)/Guidance orders. Acquired and demonstrated knowledge of Company operations, special

Acquired and demonstrated knowledge of Company operations, special programs, the

CIS/Guidance and related satellite systems to assist in the resolution of in-bound customer inquiries.

Responsible to weekend, holiday, evening work, emergency call-in, rotating shift schedules, and

mandatory overtime due to operating conditions, Worked during storms and other critical times.

Sept 2003-April 2005

Bank of America/ Fleet Credit Card Services Horsham, PA

Fraud Analyst

Responsible for handling inbound calls in high volume call center

Verifying card holders daily activity

Processing fraudulent accounts

E ducation

Aug 1999-May 2000

Delaware Valley College Doylestown PA

R eferences

References are available on request.

Contact this candidate