Customer Service Advocate
Resume:
MARCIA A. DEVINE
HENDERSON, NEVADA 89014
OBJECTIVE:
I am experienced in multitasking, delegating, negotiating, and hard working with a sense of urgency to meet or exceed all deadlines as set by
the department that I am assigned to. I can be a team player or/and a self
motivator.
SKILLS:
20 + years in Call Center Customer Service Environment
Type 35-40 wpm (Computer or Typewriter)
Self Motivated
Great with people (good at de-escalation and retention of customers)
Have worked with multiple computer screens and programs
Have working knowledge of Microsoft Word and Office 98 and 99
EDUCATION:
Miami Trace H.S. Diploma
Morehead State UNV BA Communications
EXPERIENCE:
DISCOVER CARD FINANCIAL SERVICES: (02/88 - 10/03)
Responsible for taking incoming calls from our customers
Responsible for meeting of department set goals of ACH and ASA
Became a skilled negotiator
Trained to release funds
Became proficient in de-escalation and customer retention
Trained our merchants on how to use their credit card terminals and receive their payment batches
Set up their terminals to communicate with their computer and phone systems
CAREMARK/CVS: (10/03 - 04/07)
Was responsible for taking incoming calls regarding the customers mail order prescriptions, and their Medicare benefits.
Kept our customers account information updated such as address and phone
Kept our customers informed about any new generic medications becoming available
Worked on a specialized team that
took incoming calls from employee's
of our biggest client the 3M corporation. I would answer questions
regarding their benefits.
HUMANA: (05/07 - 10/11)
Was responsible for taking incoming calls regarding the Customers mail order prescriptions and medical benefits.
Kept their accounts updated by making any changes to their addresses or phone numbers.
Scheduled appointments for our customers to sit down with their local
pharmacist to review all of the medications they were taking.
To check for drug interactions and generic alternatives available for cost savings on an annual basis.
CIGNA: (11/11 - 08/13)
Answered incoming calls from customers, and providers regarding what procedures would be covered.
Worked closely with our Cigna physicians after they made their decisions on whether or not a procedure or hospital stay would be
approved or not.
I would then write a letter to the customers provider with the diagnosis from our physician making sure that all state and federal policies and procedures were followed.
MEMBERSHIPS/AFFILIATIONS:
Delta Phi chapter of Kappa Delta Sorority
I was voted in as a Superior Court Judge to serve on a committee with our University's Grievance Committee. We would hear from students that felt they were wrongly accused of a non violent activity, such as being expelled from class, or receiving failing grade.
REFERENCES:
Given on request
Contact this candidate