Customer Service Representative

Jamaica Woods

Professional Customer Service Representative

St. Louis, MO

************@*******.*** - 314-***-****

Results-oriented Professional with experience in Administrative Assistant, Customer Service and Data Entry

in various industries such as non-profit, healthcare and telecommunications. Proven success record working

in a fast-paced, time sensitive environments. Leader who works well with a team or independently with minimal

supervision. Proven ability in prioritizing multiple work assignments, while providing excellent service. A quick

learner who applies new knowledge that delivers immediate customer resolutions.

WORK EXPERIENCE

Customer Service Representative

HERITAGE HOME GROUP - Ballwin, MO - May 2013 to Present

Provide Warranties/Claims, customer services, order entry, Conflict Resolution

• Research and resolve consumer complaints

• Process claims, place parts orders, and assign technicians to complete repair work on customers

• staff guidance and support to attain quality customer service

• Offer support to consumers by acting as a liaison between the consumer and the stores.

• Answer customer inquires through emails and click to chat

Customer Service Representative

MOM 365 - Saint Charles, MO - January 2013 to May 2013

Receive, process, and verify the accuracy of orders from customers by utilizing the SAP, and the department

procedures.

• Operate computer systems to research issues, troubleshoot concerns and problem solve for an outcome that

meets the customers needs and department standards.

• Offers up-sells on every call to increase the order average and meet department goals.

• Coordinates with the lab to ensure the customer's special request for their order are met.

• Handle all escalated issues by using defusing skills and one call resolution.

• Able to research complex customer service issues in order and provide a resolution to the customer.

Administrative Assistant

WOODS COUNSELING - St. Louis, MO - December 2004 to September 2012

Answering the telephone

• Opening and distributing mail

• Proactively schedule client appointments.

• Prepare client recommendations and special reporting request for advisors.

• Filing, typing, copying and inputting data into computer software programs Microsoft Word, Excel, Outlook

Intake Coordinator

UNITED BEHAVIORAL HEALTH (Maxim Healthcare) - Maryland Heights, MO - October 2007 to April

2008

Taking inbound calls from members seeking authorization for mental & substance abuse

• Conveying information in a clear, concise manner, while providing excellent customer service.

• Utilized various systems. (Microsoft Word, Excel, Outlook)

• Providing certification/authorizations

• Triaging the case to a Clinical Manager for urgent care issues

• Generating automatic letters to members regarding their approved benefits & authorization expiration date

MCC Specialist

EXPRESS SCRIPTS - Maryland Heights, MO - January 2004 to December 2004

Handling 50 - 70 inbound calls form members, providers, nurses and physicians. Identify and answering

questions about mail orders in a timely manner from patients and/or clients so that corrective action can be

taken.

• Maintain accurate and complete documentation of medication. Such as: over rides, dosage,

Pre - authorizations and copays.

• Utilizes various systems and tools. Such as, Microsoft Word, Excel, Outlook and various fax and copier

machines.

• Review and fax scripts to and from physicians and clients to research issues so a resolution can be resolved

within 24 hours.

EDUCATION

GED

Basic Adult Educational Center - Ferguson, MO

1992 to 1995

ADDITIONAL INFORMATION

Qualifications

Results-oriented Professional with experience in Administrative Assistant, Customer Service and Data Entry

in various industries such as non-profit, healthcare and telecommunications. Proven success record working

in a fast-paced, time sensitive environments. Leader who works well with a team or independently with minimal

supervision. Proven ability in prioritizing multiple work assignments, while providing excellent service. A quick

learner who applies new knowledge that delivers immediate customer resolutions.

Technical Skills

Software: Windows 2000, 2003, 2008, XP, Vista Windows Office Suite (2003, 2007, and 2010) Lotus Notes,

SAP, AS400

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