Customer Service Representative
Resume:
Keneatra Y. Jones
**** ****** ***** *** ***. **2
Tampa, FL 33617
*************@*****.***
OBJECTIVE: To obtain a position in a professional environment where I can utilize my knowledge and experience
appropriately in order to flourish within any given position that I may encounter, while absorbing any and every
experience along the way.
SUMMARY QUALIFICATIONS:
-Demonstrated ability in the provision of sales supports services. Includes establishment of client, extensive customer
servicing, respond to customer complaints, and resolve problem elements.
-Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint,
Microsoft Access, and Microsoft Outlook
-Talent for identifying customer needs and presenting appropriate company product and service offerings.
EXPERIENCE:
AETNA/Coventry Healthcare October 2012-March 2014
Collections and Claims Specialist/Provider Member Rep
-Interfaces with customers via telephone, written correspondence, fax, web, and/or electronic mail to respond to
routine inquiries and resolve concerns
- Researches customer information by effectively using internal technical tools in response to inquiries including but
not limited to, authorizations, payments, denials, coordination of benefits, and eligibility
-Investigates, analyzes, and resolves outstanding issues to achieve customer satisfaction and takes
responsibility for following through and bringing issues to closure
-Completes transactions including simple adjustments
-Maintains complete accurate documentation of all customer interactions. Perform other duties as required
My Matrix Healthcare February 2010-October 2012
Bill Review Representative/ Pharmacy Specialist
-Medical bill processing.
-Prescription pricing verifications
-Medical bill adjustments
-Insurance adjustment consultation.
-Claim status verifications.
-Provided excellent customer service
-Made out bound calls to pharmacies, to provide electronic billing information.
APAC Customer Services Inc. June 2006-March 2009
Billing and Customer Service Representative
-Handled customer inquiries, complaints, billing questions, and payment extension/service request.
-Managed a high-volume workload within a deadline-driven environment
-Worked with new customers in the development of new accounts and the implementation of new system
-Responsible for customer service in the digital equipment division, duties included answering customer queries,
problem solving and providing detailed information on new products
-Provided support to the sales team, ensuring all sales and service objectives were met.
PUBLIX Supermarket April 2004 – June 2006
Customer Service Staff/Cashier
-Responsible for greeting and welcoming customers, solving customer problems and inquiries
-Provided cashier services and excellent customer service
-Provided face to face customer service at the customer service desk which included but was not limited to western
union, check cashing, lotto, and all other money services provided by Publix supermarket
EDUCATION
Stepping Stones High School Tampa, FL
Diploma August 1999-May 2003
Hillsborough Community College (Criminal Justice)
References available upon request
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