Plan Benefit Manager

**/****- *******, *** ********, Solon, Ohio

Handles high volume of complex inbound calls and also include correspondence to include emails, faxes or written letters.

Multi-task and toggles numerous computer applications while simultaneously on a phone call with a customer and requires PC proficiency in Windows-based applications and internet skills.

Resolves issues promptly and accurately in a manner that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way

Effectively handle complaints while consistently demonstrating behaviors that contribute to Care’s achievement of service level goals

Work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.

Quality Analyst

08/04/2014-9/05/2014, Infocision, Akron, Ohio

Listen and score calls from communicators

Makes sure communicators are giving customers correct information

Makes sure communicators put comments into system anytime a customer's account is opened

Telecommunications

04/21/2014-08/04/2014, Infocision, Akron, Ohio

Helps existing wireless customers find the right plan for their needs.

Give customers information on the latest phones

Help customers save money on their bills

Work in a fun and fast paced environment

Mail Carrier

03/2013-10/2013, United States Postal Service, South Euclid, Ohio

Deliver mail door to door

Sort mail by street and address

Show a positive attitude

Display a very neat and clean appearance

Call Center/Customer Service

04/2012- 3/2013, Bank of America, Beachwood, Ohio

Place telephone calls which are basic and routine.

Uses computerized system for tracking, information gathering and/ or troubleshooting.

Answer inquiries, resolve problems, promote and sell products/ services and/ or enter or confirm sales.

Responds to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Usually requires ability to navigate a computerized data entry system or other relevant applications.

Cashier/Customer Service

11/2008-04/2012, Wal-Mart, Bedford, Ohio

Operate cash register

Provide excellent customer service

Cash payroll and government checks

Assist customers with paying bills

Education

Shaw High School, East Cleveland, Ohio

Diploma Received, June 2008

Qualifications

Proven ability to quickly learn and utilize new methods, systems, and procedures

Appreciated by customers for exceptional follow through, integrity and commitment to quality service

Strong work ethic, flexible, organized, stable and reliable.

Ability to work well in a fast paced work environment.

Certifications

Basic Medicare Technician

Advanced Medicare Technician

Master Medicare Technician

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