Customer Service Sales
Resume:
NIGEL WINCHESTER
**** ***** ***** *****, **********, NC, 27406
*******@***.***
PROFILE
Results oriiented professional with exposure to healthcare,
telecommunications, client relationship management and customer service.
Ability to leverage skills and capabilities to achieve proven success while
improving customer retention levels within highly competitive markets.
Possesses exceptional leadership abilities concerning team initiatives.
PROFESSIONAL EXPERIENCE
AETNA HEATHCARE, High Point, NC:
Title: Care Management Associate
Dates: 10/2008 - Present
Correctly interprets ICD9 and CPT and/or ADA coding terminology
Communicates effectively with clinicians at different levels by speaking
credibly about medical/clinical/dental services
Demonstrates knowledge of how each functional department contributes to
servicing and satisfying constituents
Effectively utilizes basic functionality of Aetna's standard office
technology tools in day-to-day work
Maintains focus on quality in completing internal processes correctly and
efficiently
Meets or exceeds established performance standards
AETNA HEATHCARE, High Point, NC
Title: Customer Service Representative
Dates: 8/2007-10/2008
Answers questions and resolves issues based on phone calls from providers
regarding claims and member benefits
Navigates systems efficiently and keeps multiple service responses and
constituent research requirements moving at the same time to efficiently
accomplish work requirements
Exceptional command of the English language with strong written and
transcriptional skills
Maintain focus on exceeding all performance while identifying options that
add value from a customer perspective
AMERICAN EXPRESS, Greensboro, NC
Title: Customer Service Sales Associate
Dates: 7/2004 - 9/2008
Handled 100+ calls per day in an inbound call center staffed by 450
representatives
Resolved customer inquiries related to billing explanations and account
maintenance
Managed customers expectations by clarifying needs and identifying options
Received numerous complimentary calls for providing extraordinary customer
service
Earned ranking in top 10% of 450 customer service representatives.
Promoted to temporary assignment of training new hire employees on the
customer service/customer service sales position
METRO ONE COMMUNICATIONS, Hauppague, NY
Title: Lead Operator
Dates: 1/2001 - 7/2004
Supervised workforce of fifteen full time employees and five part-time
employees while simultaneously removing barriers to performance and
ensuring regulatory compliance
Maintained strong collaborative relationships with internal business
partners to maintain open lines of communication and to share resources for
the attainment of common objectives
Monitored all performance measures such as daily statistics and adherence
to schedule and allocated manpower to ensure call volume and performance
demands were met
Managed Human Resources issues, skilled at problem resolution.
Handled escalated calls whenever necessary
VERIZON, Garden City, NY
Dates: 1/1998 - 1/1999
Title: Acting Team Leader
Supervised operations with up to 25 employees maintaining visibility to
staff to answer questions, monitor calls and give ongoing feedback
Developed, motivated, and evaluated staff regarding procedures, call
handling and teamwork to ensure excellent customer service was delivered
Assessed individual and team performance on a regular basis and provided
candid feedback to fill any development and/or training gaps
Increased annual sales and exceeded company's goals
BELL ATLANTIC/VERIZON, Jamaica, NY
Dates: 1/1997 - 1/1998
Title: Acting Training Manager
Evaluate client needs and conform policies and procedures to best suit
client needs, while staying within legal and operational constraints.
Communicate with clients to ensure satisfaction with program and provide
education to resolve potential conflicts.
Conducted several classroom-style training sessions for specific technical
functions.
Created self-study program, which increased productivity by allowing
student to study outside of classroom.
NEW YORK TELEPHONE/NYNEX/BELL ATLANTIC/VERIZON, Jamaica, NY
Title: Sales Representative
Sold products and services to a daily customer base, exceeding monthly
quotas on a regular, consistent basis.
Achieved status as one of 10 top sales performers in the office each year
of employment.
Managed customer accounts utilizing a variety of different computer
interfaces
Interacted with customers making sales recommendations, while maintaining
excellent customer service at all times
EDUCATION
Degree: BACHELOR OF SCIENCE Major: Healthcare Administration School:
Charter Oak State College Expected date of Graduation: 12/2013
Degree: BACHELOR OF SCIENCE Major: Business Admin & Mgmt School: York
College-New York Grad Date: 01/31/1993
Degree: BACHELOR'S DEGREE Major: Economics School: York College-New
York Grad Date: 01/31/1993
COMPUTER and WEB SKILLS
Windows Office XP Professional, Microsoft Word, PowerPoint, Excel, Windows
7, Internet Explorer, Safouri, Mozilla Firefox
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