Hannah Mons

**** ******* ***

West Jordan, UT ***84

Mobile: 801-***-****

acqp26@r.postjobfree.com

SUMMARY

Solid experience in resolving customer service requests for internal and external customers per company policies in a prompt, efficient and courteous manner.

Strong problem-solving and organizational skills.

Ability to effectively communicate answers to questions to a wide variety of customers using strong verbal and written communication skills.

Able to multi-task and prioritize to most effectively use time.

Proven record of providing superior support and service to current and potential customers.

Metrics reporting to executives, directors and managers.

Development, management and delivery of training programs.

Development and management of quality assurance policies, procedures, and measurements.

Responsible for day-to-day supervision of a Quality Assurance team.

Personal coaching to improve performance based on quality assurance results.

Experience with maintaining strict confidentiality of customer and company information by both HIPPA and company policies.

WORK EXPERIENCE

Conexion Point 9/2014 – 11/2014

Medicare Enrollment Specialist Murray, UT

Assisted current WellPoint members with Medicare enrollment in 2015 plans. Certified in HIPPA and Medicare.

Responsibilities

Answer inbound calls within 6 seconds of connection.

Read script verbatim to ensure the application would be accepted by CMS.

Made outbound calls to schedule information seminars for Medicare plans.

Verisk Health 8/2012 – 2/2013

Record Retrieval Specialist Draper, UT

Communicated with providers to retrieve medical records for various clients such as Coventry, Aetna, and WellPoint.

Responsibilities

To make outbound calls to request and follow up on requests for medical records.

To verify records had been received and associated to the correct account.

Miami Web Staff 2/2012 – 7/2012

Training & Quality Assurance Supervisor Orem, UT

Improved quality assurance scores by 54% by providing ongoing coaching to staff and agents. Enhanced training programs based on quality assurance results to ensure through understanding of company policies and procedures by new and existing customer service agents.

Responsibilities

Created and delivered new agent training programs

Monitor customer service agent calls for compliance with company policies

Incentive program management

Metrics reporting

Advantage Management 8/2011 – 1/2012

Administrative Assistant Orem, UT

Provided administrative support to three HOA property managers.

Responsibilities

General office management

Managing multi-line phone system

Mail processing and handling

Customer service management

C3 – Customer Contact Channels 11/2010 – 8/2011

Customer & Pharmacy Support Salt Lake City, UT

Provided quality customer service and pharmacy support for the Humana account.

Responsibilities

Verified prescriptions and covered medications.

Verified co-pays, co-insurance, and deductibles for Medicare customers.

Provided quality customer service to Humana customers.

Wal-Mart 8/2009 – 11/2010

Cashier/Customer Service Riverton, UT

Provide quality customer service.

Responsibilities

Front-end cashier- scan items quickly and make correct change.

Front line customer service in multiple departments such as jewelry, apparel, and crafts and fabrics.

Abused Women’s Aid in Crisis Shelter (AWAIC, Inc.) 1/2009 – 7/2009

Administrative Assistant Anchorage, AK

Provide administrative assistance to multiple departments in a non-profit shelter.

Responsibilities

Completed multiple department projects for the Executive Directors.

Completed various projects for the HR Director to obtain funding.

Created and maintained administrative databases and reporting for facilities management, HR, and contract management using Microsoft suite.

Enforced security measures to keep residents secure and anonyms.

EDUCATION

Utah State University – Logan, UT

B.S. Elementary Education

2002 - 2005

Snow College – Ephraim, UT

A.S. Elementary Education

1996 - 1998

JOB RELATED SKILLS

MS Office Proficient

Multi-line phone system

Typing speed: 50 WPM

General Office Duties

HIPPA certified

Knowledge of Medicare

Knowledge of Medical Records

Data Base Creation and Maintenance

Quality Assurance

Training Development

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