Customer Service Management
Resume:
ANN M JIMENEZ
HOUSTON, TX ****0
***********@*****.***
Career Objectives “To achieve a long term employment in an environment that
encourages, growth and opportunity."
Summary of Qualifications
40 WPM, 10-key by touch/sight, Microsoft Office/Outlook, Windows XP, CMCR Data
Base, TDI License, Lotus Notes, Xerox/Fax/ Scanning Machines, Microsoft Excel,
Multi-line phone systems, Bilingual Eng. /Spanish
Work History
JULY 7, 2014 – CURRENT
APAC – Memorial Hermann Health Solution- Customer Service
• Communicate via inbound and/or outbound telephone calls with physician/providers, employers,
Health Plans and members regarding claims status and eligibility questions.
• Support customer calls regarding general questions on eligibility, benefits, referral process, primary
care physicians/providers, and claim status.
• Understand all programs, systems, and procedures necessary to perform job effectively.
• Communicate feedback and progress to management.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Track, document, resolve and follow –up customer complaints and/or calls within 24 hours.
• Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and
regulations including Health Care Financing Administration (HCFA) as directed by management or
during training.
• Knowledge, understanding, and compliance with the Company's policies and procedures.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.
Oct 16, 2013 - April 22, 2014
Cognosante - Field Enrollment Agent
• Assist beneficiaries with all aspects of the enrollment / disenrollment process
using the CMS system, including:
• Assist with profile creation and update
• Assist with Explanation of Eligibility Determination
• Assist with Plan Comparisons
• Walk through the enrollment process with the beneficiary, including data input if
necessary
• Represent CMS and Cognosante within the community
• Attend local community events, health fairs, and other assigned venues to reach
the targeted population
• Provide services at kiosks and booths at local businesses and community
organizations
• Provide general customer service
• Make referrals to other community organizations and services
• Follow all approved standard operating procedures and other applicable state and
federal regulations
Jun 07, 2010 - Aug 29, 2011
Just Energy Texas - Customer Service
• Interact with customers to provide information in response to inquiries about
products and services, handled and resolved complaints.
• Took Credit card and check payment through proper verification
• Enrollments for new customers/ Retention
• Handled Third party verifications
• Assisted customers with transfers of service/ Questions regarding invoices
• Assisted customer who were not able to make payment with payment plans and
assisted with Educating with different payment options and locations to get
assistance
Oct 26, 2008 - Nov 01, 2009
NPC - Customer Service
• Assist merchants in reading and understanding the contents of their statement.
• Assist merchants with daily activity, settlement questions and reconciliation of
batches.
• Maintain logs, records, and reports as required.
• Advise management promptly of situations that have the potential for legal action.
• Maintain resources needed to perform daily job functions effectively and
efficiently (including procedures, service request matrix, emails and other
published resources), ensuring the most current and accurate completion of work
• Maintain performance expectations as outlined for this position
• Perform account maintenance and research using all department systems
• Complete assigned outbound calling
Mar 10, 2008 - Oct 01, 2008
JP Morgan Chase - Telephone Banker
• Served as telephone liaison of Chase Retail Banking.
• Responsible for responding to customer inquiries relating to deposits, financial
transactions, and problem resolution.
• Provided prompt and accurate answers, utilizing all available resources including
bank computer software applications in a Windows environment.
• Offered new opportunities and solutions by evaluating customers' financial needs
and focusing on how our company products can better serve their financial goals.
Nov 21, 2005 - Nov 01, 2006
Asurion - Customer Service
Utilized call center technology (Intelliset / Intellirescue) to input, track and report
•
customer issues
Communicated company policies to customers.
•
Responsible for escalating calls outside their scope to appropriate tier of CSR
•
(Alter/Tertius, or support function (Tech Support/Vendor Relations)
Performed select overrides within Intelliset (manual enrollment, date holds,
•
airtime, loss date, purchase date remove based on updated responsibilities)
Maintained excellent relations with all internal and external customers of Asurion
•
Sep 24, 2001 - Jul 22, 2004
DHL -Customer Service
• Substantial customer service for a call center.
• Assisted customers with resolutions to grievances.
• Maintained daily spreadsheets for various accounts
• Monitored daily pickups and delivers
• Set up new accounts
• Created and maintained customer account data base.
• Scheduled and monitored pick-ups and routing of domestic shipments.
Contact this candidate