Customer Service Representative

Ashley L. Bourne

**** ******* ** *** *, Baltimore, Maryland, 21209, 443-***-****,

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

Education

Spring 2005

Baltimore Polytechnic Institute, Baltimore, MD

Science Option Graduate

Fall 2005 to August 2007

Baltimore City Community College, Baltimore, MD

Associates Degree-General Studies (transferred before

finishing)

. Granville T. Woods Scholarship Program

Fall 2013 to current

Community College of Baltimore County

Associates Degree- General Studies

Experience

February 2014-July 2014

S3 (SECU of MD, Bellco CU, and Bethpage FCU)

Linthicum, MD

Member Services Representative

. Respond to member and potential member phone inquiries on

membership, products and services.

. Navigate system applications as needed to resolve

inquiries.

. Provide timely, friendly, and accurate service in building

member relationships; determine member eligibility; provide

guidance to members in order to meet their financial

needs.

. Accurately verify, document, and process all member

transactions.

. Prioritize workload based on mandatory requirements and

member service level agreements.

. Safeguard member accounts and information for privacy and

accuracy.

. Resolve complaints by communicating with other departments

and/or partners.

. Provide extraordinary service by resolving problems

thoroughly.

. Perform and process account maintenance, fulfillment

requests, research requests, etc.

. Work in collaboration with other team members

. Recognize and escalate issues.

. Email Inquiries: respond to, resolve and troubleshoot

members' questions /issues. Adhere to response time and

quality goals.

. Bill Payment: research and resolve complex payment issues.

Interact with vendors, payees and members to research

issues. Uncover root cause of problems, correct accounts

and communicate actions taken to members. Educate members

on proper use of service.

March 2013- Jan 2014

Prometric Inc

Nottingham, MD

Candidate Services Representative

. Basic computer and Internet skills.

. Ability to read and process data from a computer screen,

reference guides and other printed materials.

. Excellent customer service skills, to include excellent

verbal and written communication skills.

. Must be able to successfully complete training and pass

testing requirements during training.

. Proficiency in Windows-based applications.

. Ability to work in a team environment.

. Innovative self-starter with an attention to detail and

solid organizational skills.

. Ability to multi-task and manage competing priorities.

. Self-accountable, competitive and goal-oriented.

. Answering emails for Client directly to candidates exuding

excellent written communication skills

. Training of new hires

. Data entry processing applications and payments (via credit

card, money order, checks)

December 2012-March 2013

BGE

(contracted through the Mergis Group)

Baltimore,MD

Contract Investigator

. Answer incoming calls to 2NC (Contract Investigations) 20-35 a

day

. Investigate cases and resolve while on call or with a

follow up call to customer

. Outgoing calls to Landlords, Owners, and customers to

resolve cases.

. Verifying credit history and identities via Equifax

. Approving customers for service and issuing work orders,

also denying applications for service and issuing denial

letters.

June 2012- November 2012

PHH

(contracted through the Mergis Group)

Sparks, MD

Administrative Associate for Fleet

Administration Services

. Fleet Administration Services liaison assistant of everyday

tasks

. Tasks include daily data entry of new vehicles in PHH

systems

. Administering of service cards through PHH systems

. Runs daily reports for vehicles out of stock, fraud report,

and orphan cards.

. Corresponding with fleet managers and drivers on vehicle

and service cards

December 2010-August 2011

OptumHealth via Volt Management

Columbia, MD

Recontracting specialist

. Logging and processing of contracts.

. Provider contact on returned mail, checks, and profile

updates. (20 calls a day and 20 remails a day)

. Clerical duties (i.e. faxing and filing of contracts)

. Data Entry (daily updates of system for Provider

profiles)

. Research addresses, phone numbers, and contact

information using the internet and Optum Health's systems

April2010- November2010

XL Health

(contracted through Aerotek then hired August 2010 by

XL Health)

Baltimore, MD

Provider and Member Service Representative

. Responds to inquiries from both members and

providers regarding benefits, eligibility, claims, provider

network, service area, grievances and appeals and any other

inquiry that comes through the telephone queues or possibly

in writing. Handles escalated calls from members and /or

providers as necessary.

. Trains all member services representatives. Also

assists the Manager with implementing new policies and

procedures within the department.

. Assists the Manager by suggesting improvements to

policies and procedures regarding how problems are

identified, received, documented, distributed, and

corrected and ensures immediate resolution of issues.

. Identifies problems, troubleshoots, and provides

guidance to customers and team members.

. Works interdepartmentally with a team of associates

and customers to provide timely customer service and help

desk response.

. Recommends changes to products or services to

fulfill Customer's needs.

. Liaisons with all other division operations and

services to keep abreast of policy and procedural changes;

develop and review procedures for Help Desk

operating/procedure manuals.

February 2009- February 2010

CMD Investment Group (contracted through Kelly Services,

hired permanent by CMD May2010)

Baltimore, MD

Admissions, Registrar, Bursar, and Financial aid

counselor via phone and email, and Collections agent

(outbound)

. Answering inbound calls 80 or more daily and

answering emails from Stanford University ( Bursar's office,

Registrar office and Graduate admissions) Iona College

(Bursars, Financial Aid and Registrar office), Seton Hall

university (Bursar's And Financial Aid office), and Columbia

College in Chicago (Bursar's and Financial Aid office).

. Outbound Collections calls to various colleges

and Medical facilities.

October 2008-February 2009

AMC Theatres, White Marsh, MD

Supervisor

. Money Handling/Cashier/Settling Cash Drawers

. Customer Service

. Crew Lead

August 2008- September 2008

Kelly Service: SECU Credit Union

Linthicum, MD

Customer Service Representative

. Answering calls from members on account balances

and transaction inquiries

. Handling money transfers

. Operator for Corporate headquarters

February 2008- August 2008

Kelly Services: Trailblazer Health Enterprises

(subsidiary of BCBS),

Timonium, MD

Claims Customer Service Representative

. Customer Service (via phone)

. Finding solutions for Medicare Part B claim denials

. Answering general questions about Medicare

August 2007-January 2008

HSBC, Baltimore, MD

Collections Agent

. Customer Service (via phone)

. Collection of past due credit card payments

. Offering alternatives to handling outstanding debt

. Offering Programs to settle debt

November 2004- August 2007

AMC Cinemas White Marsh, Baltimore, MD

Supervisor

. Money Handling/Cashier/Settling Cash Drawers

. Customer Service

. Crew Lead

Computer Skills

. Microsoft Office Suite

. Interactive (PHH software)

. Extra

. Internet Research

. Typing

. N.C.S. Desktop

. C.A.F.E. Collections Software

. WinDebt

. Banner

. Peoplesoft

. Jenzebar

. FACETS

. Salesforce

. AS400

. CC &B

. OPS (Prometric software)

5955 Pimlico Rd Apt B, Baltimore, Maryland, 21209, 443-***-****,

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

Contact this candidate