Customer Service Representative

Becky L. Glanz

Riverview, Florida

LinkedIn.comBeckyGlanz Twitter: GlanzBecky

Phone: 813-***-**** E-mail: ********@*****.***

Summary

Highly talented customer service professional with a record of accurately

and efficiently operating in fast-paced environments. International

experience with extensive Spanish bilingual training and Call Center

Management. Organized and detail-oriented, with excellent abilities in

office operations, and devising customer service processes.

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Experience

Global Insight 5/12/14-7/7/2014 Customer service temp for Comcast

Hoveround

Bilingual Clinical Documentation Specialist - Sarasota, FL 05/2012

- 01/2014

. Advised doctor's offices and clients on insurance eligibility

requirements to obtain power wheelchairs and scooters.

. Facilitated and completed proper documentation from patients.

. Scheduled follow-up appointments and mobility exams.

. Submitted notification mailers to doctors and patients regarding missing

materials.

NCO Group, Inc.

Benefits Specialist - Sarasota, FL 08/2011 - 05/2012

. Conducted preliminary screening calls to discuss eligibility for

pharmaceutical drug promotions and incentives.

. Aided medical staff in processing documentation such as claims, appeals

and alternative options.

. Completed pharmaceutical drug training for hypertension pharmaceuticals.

Brookdale Nursing Home

Head Receptionist - Sun City Center, FL 05/2011 - 8/2011

. Provided administrative support in patient management, weekly reports,

and transportation.

. Maintained daily calendars, scheduled meetings and operated

switchboard(s).

. Served as the main point of contact in managing and directing calls to

80+ employees.

BUNZL Corporation

Customer Service Representative - Hanover, MD 01/2009 - 03/2011

. Utilized AS400 system to process orders for packaging products in

domestic food distribution.

. Processed invoices, monitored short-shipments, and advised lead-time on

product delivery.

. Developed and distributed replenishment/forecasting reports to buyers and

managers.

Gardner Denver Inc.

Inside Sales - Hanover, MD 06/2006 - 12/2008

. Managed international and domestic customer service in both Spanish and

English languages.

. Researched parts for orders and warranties originating from inbound

calls.

. Served as primary correspondent for sales, engineering and shipping

departments.

. Oversaw invoicing, processing, shipping orders; and attended trade shows.

Computer Sciences Corporation (CSC)

Research Technician/Customer Service Representative - Woodlawn, MD 02/2004

- 06/2006

. Advised clients on Medicare approved solutions for their insurance

carriers.

. Provided strict adherence to government policies by proofreading English

Medicare scripts and performing Spanish translation to non-English

speakers.

. Participated in weekly refresher training for Medicare policies and

updated processes.

. Monitored performance compliance with contractual timeliness and quality

Service Level Agreements (SLA's).

. Researched complex inquires, communicated responses by phone, and

documented call logs and resolutions.

Elder Health Inc.

Benefits Specialist - Baltimore, MD 03/2003 - 02/2004

. Trained in Medicare and Medicaid reference, policy, and procedures.

. Received certification for screening applicants for Medicaid policies and

organized patient financial reimbursement.

. Responded to external inquires regarding the Medicare savings program.

. Assisted Spanish-speaking patients with the application process for

Social Security benefits.

York International Inc. (division of Johnson Controls Inc.)

International Customer Service Representative - Essex, MD 08/2000 -

07/2002

. Responsible for processing international repair orders for refrigeration

units via Internet portal.

. Evaluated invoice orders and product availability updates for clients in

Central and South America.

. Researched price information for projects within an assigned

country/state.

Provided shipping dates, product details, and warranty information to

clients and sales management.

Education

Certificate of Import & Export

University of Phoenix

Spanish Interpretation and Communication Diploma (2 year study)

North American Institute - Santiago de Chile, Region Metropolitana

University of Indiana Linguistics Studies (extended studies while residing

in Chile

Art Education Studies

California College of the Arts - Oakland, CA

Software

. Microsoft Office applications

o Word

o Excel

o PowerPoint

o Outlook

o Access

. Navision ERP system

. AS400 logistics systems

Skills

. Customer Service

. Distribution

. Inventory Management

. Knowledge of ICD-9 coding (medical)

. Medical Insurance knowledge

. Data Entry

. Hospitality Industry

. Type 40+ w.p.m.

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