Customer Service Manager
Resume:
Houston,Tx *****
Phone
Rachel Key
Objective A challenge that seeks a professional, who
maintains strict attention to detail providing
outstanding service resulting in notable customer
satisfaction.
Summary of Accomplished an outstanding reputation for
qualifications reliability through stringent adherence to work
ethics.
Successfully and aggressively complete
task-oriented goals.
Tenacious and flexible in high-pressure situations.
Exceptional communications skills, both oral and
written.
Award-winning innovator with artistic problem
solving skills
Interact well with colleagues, supervisors, and
management.
Function well in a fast-paced environment.
Professional WellPoint-Provider/Member Service Expert
Background 03/2011-Present Successfully completed the required
basic training, in top 2% tile job function to
assist/coach co-workers, specialists and managers
on non-basic issue Primary duties included, but are
not limited to: Responding to customer questions
via telephone and written correspondence regarding
insurance benefits, provider contracts, eligibility
and claims.
Analyzes problems and provides
information/solutions in acceptable timely manner.
Operates a PC/image station to obtain and extract
information; documents information, activities and
changes in the database. Thoroughly document
inquiries outcomes for accurate tracking and
analysis. Develops and maintains positive customer
relations and coordinates with various functions
within the company to ensure customer requests and
questions are handled appropriately and in a timely
manner. Researches and analyzes data to address
operational challenges and customer service issues.
Provides external and internal customers with
requested information. Under immediate supervision,
receives and places follow-up telephone calls /
e-mails to answer customer questions that are
always routine in nature. Uses computerized systems
for tracking, information gathering and
troubleshooting. Requires extensive knowledge of
company services, products, insurance benefits,
provider contracts and claims. Seeks, understands
and responds to the needs and expectations of
internal and external customers. Required to meet
department goals which is constantly exceeded.
United Healthcare-Client Service Professional
09/2009-08/2010
The position includes but is not limited to
providing superior customer service by assisting
members with billing questions(CHIP), a resource to
answer member or provider questions, explain how
their benefits work, coordinate and leverage their
benefit coverage to ensure that their loved ones
get the care they need, and ensure their financial
well being by effectively processing analytical
reports. Assured all members were updated with all
new HIPPA regulations and make the explanations of
their benefits simple, clear. While providing
quality service by providing people and their
doctors with information to make better decisions
about their health, and helping people get access
to the right care the first time. As a Client
Service Professional I respond to all phone
inquiries relating to explanation of benefits,
benefit coordination, and claims inquiries. I
Listen, Connect, Solve.
Verizon Wireless- Premier Center/Business Support
Center Lead-Coordinator (Acting) 09/2003- 11/2008
Selected by supervisor and manager to perform as
lead coordinator for the Business Support Center.
Responsible for assisting supervisor and business
representatives with escalated customer issues,
billing questions, policy and procedures
clarification, and keying exceptions. Aided in
providing guidance, direction, and training to team
members, equipment orders, analytical reports,
payment research, and processing credit/debit
inquires. Assured all business customers were
updated with all new price plan and equipment
promotions, special programs, features, and the
latest equipment that would most beneficial to
their needs. Responsible for maintaining,
analyzing, reconciling customer accounts to ensure
accuracy and cost-efficiency. Process Internal
Travel Orders for all customers in the South Area.
. Administer and follow-up to customers request via
telephone, e-mail, and/or letter. Additionally,
provided leadership by fulfilling the role of the
floor supervisor in their absence.
Verizon Wireless-Business Support Center Offline
Associate
03/2003- 09/2003
The position included but was not limited to
ensuring proficiency by assisting online business
representatives with customer related questions
including billing inquires, price plan
clarification, equipment orders, and queries
justifying account credits/debits. Act as liaison
between supervisors, business representatives,
business customers and the Business Channel.
Performed analytical reports on business accounts,
research payments, process credit applications, and
resolve credit/debit issues.
Prime Co/Verizon Wireless Business Support Center
Associate 02/2001- 03/2003
The position included but was not limited to
providing first-class customer service by assisting
business customers with billing questions,
equipment orders, analytical reports, payment
research, and credit/debit inquiries on business
accounts. Responsible for determining root source
of problems, present solutions, communicate with
business channel on follow-up issues, and sell
business products and services. Trouble shoot,
research and educate customers on equipment and
their functions.
Prime Co Customer Service Representative
08/2000- 02/2001
The position included but was not limited to
answering inbound calls from
customers making inquires about billing, rate
plans, store locations, credit/debit
justifications, and processing credit card
payments. Conducted research and evaluated credits
and debits issued to customer accounts. Evaluated
customer concerns and resolved problems to the
customers' satisfaction. Prioritize and organize
daily follow-ups to ensure timely resolutions.
Education University of Phoenix
02/2010-present
Pursuing Bachelors In Human Resource with a
Business Management concentration.
American Intercontinental University
04/2005- 09/2008
Maintaining a grade point average of 3.8 majoring
in Business Management with a concentration in
Human Resource.
Computer Skills ACSS, VISION, INFOMANAGER, E-COLLECT, UIM, NETACE,
CMIS, MICROSOFT WINDOWS 2000, WORD, POWERPOINT,
EXCEL, ON-DEMAND, MTAS, REMEDY, MARS, ABOUT YOU
Awards and Ranked in top 10% of exceptional performers for the
Honors Houston call Center. Designated to perform billing
system conversion maintenance (Group Id /BE-PE/
OCC& Share Plan) Appointed by manager to work
special projects and/or task
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