Customer Service/Sales

Deborah S Worthington

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

Klamath Falls, OR 97601

Home Phone: 541-***-****

Cell Phone: 541-***-****

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

Objective

To obtain long-term employment in a field where I can work with people. To gain a position where I can expand my knowledge and use my broad spectrum of skills to perform my job to the best of my ability and to prove myself as an asset to the company in which I am employed.

Type 55 wpm, ten key, and multiple phone lines, problem solving skills, personable, punctual, and dependable. I have good communication skills. I am a self-starter and a very quick learner. I am eager to work and very flexible in my availability. Data entry skills, good speller. I am a very good listener and pay close attention to detail.

Employment History

Virtual Customer Service Agent

May 2014 – Present

Independent Contractor

Working Solutions Plano, TX

Tier 2 Customer Service Agent

4/2013 – 4/2014

PODS, Inc. Clearwater, Fl.

Responsible for assisting customers with quotes, ordering of new containers and scheduling deliveries of existing containers. Responsible for assisting customers with billing questions and concerns. Responsible for creating incident reports for billing concerns, property damage, damage to contents, etc. Responsible for taking escalated calls that tier 1 or sales personnel cannot answer or assist customer with. Responsible for meeting or exceeding metrics set by company for Quality Definition Reviews, attendance, adherence, conformance, average handle time, hold time and after work time.

Agency Account Representative

4/2012 – 3/2013

Universal Health Care

St. Petersburg, Fl.

Responsible for the being the primary point of contact for our Field Marketing Organizations Responsible for assuring that all questions and/or concerns of the FMO are answered or addressed quickly and thoroughly. Responsible for running reports requested by FMO to show productivity of their down line Responsible for assisting FMO’s with any website issues, claim issues or licensing or contracting issues Responsible for working with Agent Support Department to make sure that agents meet all requirements so as to be in compliance with CMS and agency requirements.

Member Services Manager

3/2011 – 4/2012

Universal Health Care

St. Petersburg, Fl.

Assist members and providers with questions about their health care. Assist with claims information and requesting claims be reprocessed. Assist with payment options and setting up payments by EFT, credit card, etc. Assist with Return Mail. Faxing to providers copies of EOB’s, authorizations and information to assist them with issue they are calling about. Responsible for taking escalated calls and follow through with the call from beginning to resolution by following up with member/provider and assuring that all steps are taken to assure the needs of the caller are met. Responsible for leading a team of multiple members. Maintain and enforce performance improvement plans and incentive plans for employees as well as implement corrective action for issues of not meeting minimum standards or attendance, behavior or compliance issues. Working with MSR’s to ensure that they understand new policies/procedures that come to the floor. Responsible for training MSR’s on new procedures and making sure that they understand them. Responsible for approving time cards and time off requests. Responsible for delivering and/or working with Human Resources to deliver corrective action plans for MSR’s. Responsible for doing QA monitors on MSR’s on my current team as well as random silent monitors, side by sides, etc. to assure that all Quality guidelines are being met. Implemented employee recognition plan for my team which included certificates and gift cards focusing on “caught you doing something right”. Conducted team meetings to assure all new policies/procedures were understood as well as discuss goals and concerns of the team. Responsible for working with the other departments to make sure that all of the needs of the member are met and that issues can be resolved. Responsible for developing positive relationships with members of all departments so as to be able to work together as a team on these issues. Gathered data analysis through different software to determine the stats of the team members; including call handle time, hold time, after call work time so as to assure that MSR’s were meeting minimum standards. Responsible for assisting in the hiring process of employees as well as the termination of employees.

Member Services Representative/Team Lead

9/2009 - 3/2011

Universal Health Care

St. Petersburg, FL

Assist members and providers with questions about their health care. Assist with claims information and requesting claims be reprocessed. Assist with payment options and setting up payments by EFT, credit card, etc. Assist with Return Mail. Faxing to providers copies of EOB’s, authorizations and information to assist them with issue they are calling about. Follow through with the call from beginning to resolution by following up with member/provider. Recently made lateral move to Agent Support where I assist captive and non-captive agents with issues/questions regarding perspective clients, enrollments, telescope, telephonic enrollment, and commissions. I am member of focus team for 2011 benefits; I assist with shadowing new employees just coming out on the floor. I have been part of the ongoing claims project overseen by Morgan R. (Team Lead in St Petersburg, Fl). I consistently meet expectations for earning monthly bonus (adherence, quality and first call resolution). In August, I became a MSRII. I have been assisting other representatives with calls and questions. I have been involved in revision of the Sales Support training and QA documents/guidelines. In December, I became a Team Lead for the Sales Support team. I have been involved in training of the new reps for Sales/Agent Support. I do coaching’s with reps advising what was done incorrectly and what can be done differently the next time. I run reports to assist the reps on my team in keeping within the guidelines/limits of adherence. I perform side by sides with my reps and guide them in ways to help keep their quality scores at their best. I was voted by my team members to be a member of the Service Excellence team.

Customer Service Representative

2/2009 – 9/2009

Ceridian Benefit Services

St. Petersburg, FL

Worked in Consumer Services, assisted consumers with questions about their cobra benefits including how to apply, regulations around ARRA, assisted with their payment options/payment information. I was part of the Help Line which was created for a brand new call center. When a CSR would need help with a question or procedure, they would call the help line instead of seeking a supervisor. Seasoned reps would assist them with their questions. I also did Management Call Backs. When a consumer needed or requested a supervisor, a manager would call them back within 24 hours. I would make call backs to consumers and assist them with whatever the situation is and work the issue until it is resolved.

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