Service Representative Sales Agent

Eric Adame

*** ****** ***** #*, ****** rock, Co.,

Contact No : 720-***-****

Email : ***********@*****.***

Objective

To enhance my costumer service skills and obtain a long term career. Education Details

• Denver East High School

08.01.2011 - 05.26.2014

Graduated with high school diploma

Experience Details

• Wells Fargo

01.01.2013 - 05.01.2013

Bank teller

check cashing, depositing, transfers, wire transfers. Savings deposits, withdrawals

Issuing negotiable items (cashiers checks, money orders, etc.) Payment collecting

Resolving customer issues

Balancing the vault, cash drawers

Batching and Processing Proof Work (On-Us/Not-On-Us Checks, Payment Coupons ordering products for the customer (checks, deposit slips, etc.)

• Optum

09.16.2013 - Still employed

Costumer service representative

Listen to customers’ questions and concerns, and provide answers or responses Provide information about prescription plans and services calculate charges and process billing or payments

Review or make changes to customer accounts

Submit grievances, appeals, and coverage determinations. Record details of customer contacts and actions taken. Review and select standard responses for answers or solutions Look up medications, copays, and prices

Transfer misdirected calls to appropiate department.

• Optum

07/28/2014 - 11/15/2014

UnitedHealthcare trainer.

I trained new hires on how to be a great costumer service representative. I trained them how to use the many different systems we have that aids us throughout the day. We also base our training on compassion and we ensure every agent is able to be compassionate and show those emotions to our members in order to ensure great costumer service. We have a curriculum that we have to follow and I did as much hands on experience to ensure I didnt lose the interest of

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the new agents. At the end of the day I send out daily reports regarding what was discussed that given day and who is struggling and who's doing a great job in class. I am very friendly and have received great feedback from my students.

• Optum

11/15/2014 - 02/01/2015

Kaiser Permanente sales agent.

As a sales agent I would recieve inbound calls from prospects that were looking for individual and family coverage. The plans that I sold were Affordable Care Act compliant. Prospects would call in to get help deciding which plan would best suit their needs. I was also in the spanish line so I would take a lot of Spanish calls.

• Optum

02/01/2015 - present

Health Exchange billing department Trainer.

I am currently training a new hire class on how to be a Unitedhealthcare exchange billing agent. We have a curriculum that we follow on a daily basis. The curriculum is founded on compassion and putting ourselves on the shoes of others. I also introduce the class to new systems that we will be using to take calls and resolve any member issues, needs or inquiries. At the end of each class a report has to be sent out to the upper management to keep track of class improvement.

Skills

• Costumer service

• Efficiency

• Empathy

• Friendliness

• Listening

• Multitasking

• Bilingual (Spanish)

• Reliable

Awards and Achievements

Top Agent

May 2014 and April 2014

Obtained high scores submitting and achieving high pass rate on grievances and coverage determinations. High scores from members regarding the service I provided. Coverage determination self validator

01.2014

Submitted a lot of grievances and coverage determinations with high pass rate. Instead of having a certified validator approving every single coverage determination I had, I earned the right to approve them myself and if necessary approve other's.

• Certified trainer

Thanks to my hard work and achievements as a costumer care representative I have earned a spot in the trainer certifying class within Optum. I will learn new skill sets to share my costumer service skills and teach others on how to be a great representative.

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