Customer Service account executive
Resume:
ANDREA M. MILLER
Stratford, CT ***14
Cell 203-***-****
e-mail:***************@*****.***
PROFILE
Energetic, results-driven, team-oriented, customer-focused and adaptable professional with solid
experience working in health care, consumer products and telecommunications seeks a position
in customer service to utilize my broad-based customer analyst skills and experience to help an
organization reach its business goals and maintain performance excellence.
EMPLOYMENT EXPERIENCE
Freedom Disability, Shelton, CT 08/09 -03/14
Disability Eligibility Screener/Claims Coordinator
Responsible for making initial contact with potential claimants, explaining the benefits of
enrollment in a federal disability program, collecting documentation, and conducting initial
screening of potential claimants; Contacts potentially eligible members through outbound
telephone calls to inform them of potential eligibility for federal disability program and explains
benefits of enrollment and probability of successful disability application. Initial follow up
outbound calls to medical providers regarding medical records request; Outbound calls to Social
Security Administration as needed; Send claimants correspondence as needed; Provide support to
hearing and/or non-hearing advocates; Maintains current knowledge of state and federal
regulatory requirements to ensure compliance; Attends all company mandated training and
contributes to the overall advancement of company goals; Other duties as assigned
Health Net, Shelton, CT 10/06- 6/09
Provider Relations Representative
Provided prompt, accurate and excellent customer service to internal and external customers,
received incoming inquiries regarding multiple products from member, providers, and employer
groups, and provided customer services that eventually lead to resolution of the initial inquiry
Responded to routine inquiries on multiple products relating to eligibility, pharmacy, claims, and
provider services; Utilized multiple company database programs for accessing member
information, send out requested materials such as: provider directories, mail-order pharmacy
information, and travel kits; Updated members' addresses and phone numbers in the data system,
ordered member identification cards as needed, facilitates the filing of Appeals and Grievances
through accurate and timely collection of information and determined appropriate resolution,
through the utilization of soft skill techniques
Pepperidge Farm, Norwalk, CT 12/05-8/06
Customer Service Analyst
Handled high call volume within an inbound call center, troubleshoot service representative’s
problems with handheld computers and printers, processed sales orders, analyzed weekly
settlement statements, resolved and reviewed adjustment errors on ticket orders
Notated equipment orders, shortages and complaints in company’s database for any necessary
follow-up, research service tickets for payments, payments made from vender, voids,
duplication, and missing ticket requests; Assisted service representatives on how to use the
equipments: including re-loads, log in shortages, and overages; liaised with finance and billing
departments for charge backs, any credits to be given to the service representatives.
Comcast Cable, Berlin, CT 10/02- 9/05
Sr. Customer Account Executive
Assisted customers with various billing issues serviced various types of business and residential
cable accounts; involved in sales of cable products such as television and internet services
Set up new and current internet accounts with username and password; Troubleshoot with cable
boxes, digital video recorders, and remote controls; Involved with transfer and disconnection of
service, offered customers specials and issued credit when needed.
Southern New England Telephone Company, (SNET) Hamden, CT
Information Operator 08/02- 10/02
Received inbound calls from telephone subscribers for telephone numbers, addresses for
residential and business use
Cablevision, Bridgeport CT 02/96- 08/02
Customer Relations Coordinator
Received inbound calls from customers regarding television and internet service, assisted
customers with troubleshooting situations regarding their television services; dealt with customer
service concerns and complaints by phone, trained and did side by side with new staff; Involved
in sales of cable products such as television and internet services; set up new and current internet
accounts with username and password; troubleshoot with cable boxes, digital video recorders,
and remote controls
EDUCATION
Bassick High School, Bridgeport CT High School Diploma
COMPUTER LITERACY: Microsoft, Word, Lotus Notes, AS400, MC400, CSI, SAP, Service
IT, Cable Data, Internet, and ACD Phone System
REFERENCES
Furnished upon request
Contact this candidate