Customer Service Representative
Resume:
Walter Thompson
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
EXPERIENCE:
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)
Xerox
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
ACS
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
EDUCATION
Joh Jay College of Criminal Justice – Completion of 44 Credit hours
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