Customer Service Representative

*************@*****.*** Phone: 404-***-****

Javier J. Ponder

Education

Bachelor of Science– Clark Atlanta University, Atlanta, Ga 2008

Associates– University of Phoenix, Atlanta, Ga. (In Progress)

Career Objective

To obtain a career position that will enhance my present skills, while enabling myself opportunities for advancement with increasing responsibilities with the ability to be able to mentor and utilize my skills to aid in the success of others.

PROFESSIONAL SUMMARY

I am a dedicated, expert Customer Service Representative, with years of service in a high volume call center in a leadership capacity that provides exceptional customer service through active listening and problem solving with excellent telephone etiquette and a high level of proficiency with the necessary tools to gain customer satisfaction and provide exemplary leadership skills. I am confident that I possess the necessary experience and qualifications to successfully counsel, lead the team towards the desired department and company goals while effectively communicating changes and providing the necessary feedback in order to ensure the success of all employees under my direct leadership.

Professional Experience

Morneau Shepell– Medical Billing Specialist- Atlanta, GA 09/2015–

Served as the primary contact for Billing and Enrollment issues for Healthcare Insurance

Process Payments

Provide and explain benefits and answer plan related questions.

Assist members with transfers to the appropriate department.

Fresenius Medical Care– Patient Intake Coordinator- Atlanta, Ga 02/2015– 08/2015

Served as the primary contact for the initial administration of patient referral calls and communications regarding patient admissions to BU Clinics (chronic and acute) and home programs

Coordinates the admission process from the initial request to the final authorization ensuring all aspects of patient confidentially are maintained at all times.

Interviews patient/patient representative to collect and obtain all important information such as medical records, insurance/billing information, and contact information.

Verifies insurance and entered proper coding

Schedules and coordinates patient’s appointment times and sends confirmation to the patient.

Anthem Inc.-Patient Education Coordinator/ Utilization Management Representative Atlanta, GA 11/2013– 02/2015

Educate various members about their benefits and preventative care services.

Schedule and set up appointments for members.

Set up interview for assistance with Social services

Called various hospitals to request prior authorization and pre-certs for service

Assistant HCC with getting enrolled in the case management program

Coding ICD codes/general coding and claims handling process-billing

GTECH Corporation- Call Center Associate II/Back Lead Assistant, Atlanta, Ga 11/2012 – 05/2014

Effectively managed a high-volume of inbound and outbound customer calls for the GA Lottery.

Gathered and verified all required customer information for tracking purposes and Ordered supplies for retailers.

Assist the team lead with special projects and any other office related task as well as assist co-workers.

Defused volatile customer situations calmly and courteously while accurately documented, researched and resolved customer service issues

Identified chronic customer issues by creating and maintaining customer complaint log.

Alere Healthcare– Assessment Coordinator, Atlanta, GA 01/2012 – 10/2012

Work with various insurance companies to verify policies for Patients that wanted to enroll into the Prenatal Program.

Assessed patients and documented their medical histories.

Responsible assigning a nurse for primary care, case management, and medication management.

Evaluated patient care needs, prioritized treatment, and maintained patient flow.

Entered and processed Pre-certs and prior authorizations

Benefits verification

Bridgewater Interiors- Order Processing Agent, Oxford, Al 11/2010 – 11/2011

Created order and repair tickets for customers. Dispatch maintenance to repair locations.

Communicated effectively with customers on future problems and repairs that might need to be addressed.

Reviewed work orders and discussed them with supervisors.

Made sure that products were produced on time and are of good quality.

Ensure the timely processing of AP invoices and update financial reporting.

Place outbound calls to follow up with vendors.

Ryla Teleservices- Team Lead, Kennesaw, GA 07/2007 – 06/2009

Managed high call volume with tact and professionalism.

Accurately documented, researched and resolved customer service issues.

Oversaw call center employees to ensure customer satisfaction goals were consistently met.

Conducted quality audits for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.

Approve time and submit payroll adjustments.

Federal Work Study- School of Social Work @ CAU, Atlanta, Ga.30314 08/2006 – 05/2008

Ordered and distributed office supplies.

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.

Helped distribute employee notices and mail around the office.

Processed AP invoices, researched payments to vendors, and reviewed and updated expense reports.

Compile pre-employment packages, submit open requisitions for job postings, and file applications.

Distribute payroll checks and update payroll changes/adjustments

Programming and Software Skills

Microsoft Visual Basic, HTML, Microsoft Office, Microsoft Windows, Adobe PhotoShop and Illustrator

References

1.Essie Swinton- Former Supervisor 404-***-****

2.Kendra Montgomery- Former Team Lead 404-***-****

3.Shemea Washington- Former Coworker 404-***-****

Contact this candidate