Customer Service Office

LEA P EIRCE

PEIRCE

**** ****** **** **** ***. E*70, ORLANDO, FLORIDA 32808

Cell: 407-***-****

***************@*****.***

PROFESSIONAL SUMMARY

Qualified Customer Service Agent with 12 years of experience in fast-paced

customer service and call center environments. Personable and professional under

pressure. Call Center Representative versed in customer support in high call volume

environments. Superior computer skills and telephone etiquette.

SKILLS

Skilled in call center operations Exceptional communication skills

Customer interface expertise Quick learner

Adheres to customer service Multi-line phone talent

procedures Multi Tasker

Familiarity with Key Performance Ability to adapt well to change

Indicators (KPIs)

Avaya Software knowledge

WORK HISTORY

October 2011 t o Current

Customer Billing Specialist

UnitedHealthCare - Orlando, FL

Answered an average of 300 calls per day by addressing customer inquiries,

solving problems and providing new product information.

Ensured superior customer experience by addressing customer concerns,

demonstrating empathy and resolving problems on the spot.

Directed calls to appropriate individuals and departments.

Effectively managed a high-volume of inbound and outbound customer calls.

Gathered and verified all required customer information for tracking purposes.

Accurately documented, researched and resolved customer service issues.

Managed customer calls effectively and efficiently in a complex, fast-paced and

challenging call center environment.

Referred unresolved customer grievances to designated departments for further

investigation.

Politely assisted customers via telephone.

Assisted members with mail order prescription refills and provided detailed

prescription information to pharmacies.

Managed various general office duties such as answering multiple telephone lines,

m ailing monthly invoice statements to patients.

Effectively resolved insurance rejections and other billing issues.

Completed new and updated patient profiles, including lists of patient medications.

Assisted members and pharmacy staff with overrides and prior authorizations.

Assisted members with tracking their mail order refills.

July 2009 t o J uly 2013

Caregiver

Home Instead Senior Care - Concord, N C

Responded appropriately to the physical, emotional and developmental needs of

patients.

Assisted patients with bathing, oral hygiene, grooming, feeding and elimination.

Helped patients move in and out of beds, baths, wheelchairs and automobiles.

Cooked appetizing and satisfying meals and snacks.

Scheduled and accompanied clients to medical appointments.

Maintained a clean, healthy and safe environment.

Obtained household supplies and ran daily errands.

Assisted with patient transfer and ambulation.

Followed safe lifting techniques and individual resident lifting instructions.

Documents objective data and routine aspects of patient care.

Reported any unusual circumstances in the patients' condition or environment.

Provided a comforting and soothing environment.

December 2002 t o June 2011

Dietary Aide/Cook

Brian Center - Concord, N C

Prepared food items consistently and in compliance with recipes, portioning,

cooking and waste control guidelines.

Verified proper portion sizes and consistently attained high food quality standards.

Maintained smooth and timely operations in preparation and delivery of meals and

kitchen sanitation.

Properly labeled and stored all raw food ingredients including produce, meat, fish,

poultry, dairy and dry goods in the appropriate storage room, walk-in refrigerator,

freezer or cooler.

Cooked and served food and meals in accordance with planned menus, diet

plans, recipes, portions, temperature control procedures and facility policies.

Positively engaged with customers, offering menu information, providing

suggestions and showing genuine appreciation for their business.

Practiced safe food handling procedures at all times.

Prepared all meals in accordance with standards of quality, quantity control, taste

and presentation.

Accurately and efficiently prepared healthy, delicious fish, meat and vegetable-

basedtrends.

Maintained a clean kitchen as well as properly washed and stored clean dishes.

Prepared and served healthy snacks to members.

Receptionist

Avante - Concord, N C

Ordered and distributed office supplies while adhering to a fixed office budget.

Managed office supplies, vendors, organization and upkeep.

Directed guests and routed deliveries and courier services.

Answered and managed incoming and outgoing calls while recording accurate

messages.

Opened and properly distributed incoming mail.

Greeted numerous visitors, including VIPs, vendors and interview candidates.

Maintained a clean reception area, including lounge and associated areas.

Screened all visitors and directed them to the correct employee or office.

Answered multi-lines phones with a professional and friendly voice.

EDUCATION

2009

Rowan Cabarrus Community College

Concord, N C

GED :

Current

Shaw University

Kannapolis, N C

Associate of Science: E arly childhood education

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