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Customer Service Representative

San Francisco, California, United States
December 24, 2015

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Walter Thompson

**** * ****** ***. *** B

Tacoma, WA 98408

I am seeking a position in a progressive company where I can utilize my customer service skills and grow professionally

Summary of Experience

•Excellent Customer Service Skills

•Strong background in policies and procedures for Medicaid, Medicare, and Commercial Insurances.

•Ability to diffuse tense situations

•Ability to present information to a diverse audience

•Ability to provide first call resolution

•Excellent Computer Skills


Customer Service Representative

Community Health Plan of Washington

August 2013-Present

Answer 30-50 calls per day

Adhere to set schedule daily

Understand the daily operations of the call center

Understand policies and procedures as it pertains to Apple Health Members

Responsible for understanding all policies and procedures for CHPW

Mentor and assist with training of new agents

Trouble shoot and handle escalated issues

Customer Service Agent (subcontractor)


September 2012 – July 2013

Assisted customers with software issues

Adhere to daily schedule

Worked on different clients learned multiple systems

Provided first call resolution

Self Employed

May 2010-September 2012

Provided media services to a broad clientele.

Delivery of products in a timely professional manner

Worked with computer professionals to trouble shoot media issues with clients

Established trust with clients for repeat and referral business.

Security Officer

ABM Securities

October 2009 – May 2010

•Patrolled assigned areas to ensure personal, building and equipment security

•Informed and warned violators of rule infractions

•Provided escort services for visitors and employees

•Watched for and reported irregularities such as fire hazards, leaking water pipes etc.

•Prepared routine standardized reports

Customer Service Representative


September 2008 – January 2009

•Answered Customer inquiries, complaints, billing questions

•Processed payment extensions and service requests

•De-escalated angry callers complaints

•Interfaced with internal partners for first call resolution

Flagger and Laborer

Twist Flagging

June 2007 – February 2008

•Flagging for various construction sites

•Assisted with providing a safe environment to drivers entering in or around any construction area

•Did various other jobs as instructed by site foreman

Customer Service Specialist

Regence Blue Shield

November 2006-May 2007

•Responded accurately and courteously to member and provider inquiries regarding benefits, eligibility, claims status and accessing care with plan providers

•Understand all policies and procedures that pertained to Healthy Options, Basic Health and Medicare Advantage

•Provided information and facilitate/coordinated appropriate resolution of issues and complaints

•Documented inquiries, complaints etc. in computer data base in an accurate, clear and timely manner

•Provided first call resolution within established standards

Other Experience

United States Navy- Corpsman 1997-2004


Joh Jay College of Criminal Justice – Completion of 44 Credit hours

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