Customer Service Representative
Resume:
Wanda K. Hood
*** ******* **. ***** *****, TN ***79
423-***-**** *******@*****.***
Customer Service
Highly experience Customer Service professional. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of customer service. Excellent listening skills, oral and written communications. Comfortable in interacting with all the levels of the organization and public. Excellent problem solving and negotiating skills. Able to make decisions independently and quickly with minimal escalations.
Professional Experience
Blue Cross Blue Shield 04/2015-present
Professionally handle incoming telephone calls from Internal and External customers
Take appropriate action to resolve the question or complaint timely and accurately
Enter telephone inquiry report of contact into customer service intake screen
Maintain telephone performance goals established by the specified division
Maintain acceptable MTM quality accuracy based on division guidelines
Work with all departments in the division or company to resolve customer service inquiry issues
Ensure timely and accurate completion of daily/weekly telephone reports
Stay up-to-date regarding online resources, such as Online Help, BlueAlert, Medical Policy, and all other electronic resource changes when applicable
Keep abreast of changing divisional guidelines and government regulations.
Research and determine cause of problem and effect of resolution
Effectively educate caller on available web tools
Perform miscellaneous projects as assigned
Professional Insurance Consulting, Inc.
Personal Lines Customer Service Representative/Licensing Coordinator: Fort Mill SC
2014-2015
•Correspond with insured or agent to obtain information or inform them account status or changes.
•Modify, update, and process existing policies and claims to reflect any change in beneficiary, amount of coverage, or type of insurance.
•Review and verify data, such as age, name, address, and principal sum and value of property on insurance applications and policies.
•Examine letters from policyholders or agents, original insurance applications, and other company documents to determine if changes are needed and effects of changes.
•Notify insurance agent and accounting department of policy cancellation.
•Organize and work with detailed office or warehouse records, maintaining files for each policyholder, including policies that are to be reinstated or cancelled.
•Process and record new insurance policies and claims.
•Process, prepare, and submit business or government forms, such as submitting applications for coverage to insurance carriers.
•Compose business correspondence for supervisors, managers and professionals.
•Interview clients and take their calls to provide customer service and obtain information on claims.
•Transcribe data to worksheets and enter data into computer for use in preparing documents and adjusting accounts.
•Collect initial premiums and issue receipts.
•Calculate premiums, refunds, commissions, adjustments, and new reserve requirements, using insurance rate standards.
•Obtain computer printout of policy cancellations or retrieve cancellation cards from file.
•Compare information from application to criteria for policy reinstatement and approve reinstatement when criteria are met.
•Check computations of interest accrued, premiums due, and settlement surrender on loan values.
Office Team- Robert Half Company: Chattanooga TN 2013-2014
Customer Service Representative
Professionally handle incoming telephone calls from Internal and External customers
Take appropriate action to resolve the question or complaint timely and accurately
Enter telephone inquiry report of contact into customer service intake screen
Maintain telephone performance goals established by the specified division
Maintain acceptable MTM quality accuracy based on division guidelines
Work with all departments in the division or company to resolve customer service inquiry issues
Ensure timely and accurate completion of daily/weekly telephone reports
Stay up-to-date regarding online resources, such as Online Help, BlueAlert, Medical Policy, and all other electronic resource changes when applicable
Keep abreast of changing divisional guidelines and government regulations.
Research and determine cause of problem and effect of resolution
Effectively educate caller on available web tools
Perform miscellaneous projects as assigned
Commercial Collections
•Send out notices to overdue accounts
•Reach out to customers with unpaid debt and attempt to collect the overdue balances
•Maintain files on the financial status of the accounts
•Keep track of delinquent accounts
•Compile reports on delinquent accounts for management
•Report past due accounts to the credit bureaus
•Prepare statements for credit departments
Home Serve USA- Chattanooga, TN 37421 2012
Inbound Customer Service Sales Representative
Inbound sales representative was responsible for driving sales through up-selling and cross selling techniques as well as delivering exceptional customer service to our customers.
•Establishd and maintained a high level of customer satisfaction in all sale transactions
•Consistently met or exceeded weekly and monthly sales activity goals by utilizing the available tools
•Identified opportunities to up-sell and cross-sell customers.
•Handled inquiries with regard to product, pricing and customer complaints
•Handled all incoming phone calls with courtesy and professionalism.
•Responsible for handling and resolving customer inquiries accurately and timely.
•Required to pay close attention to details, reviewing, adding, or deleting coverages
•Acquired product line knowledge on all available systems
•Work with other departments as needed to resolve customer inquiries.
Responsible for maintaining and updating customer files.
•Requested debit/credit memos when required.
•Correct incomplete order
Merastar Insurance - Chattanooga, TN 37411 2010 - 2012
Property and Casualty Insurance Company
Licensed P and C Agent
Licensed Customer Representative
Customer Service Representative -Answering incoming calls from customers, respond to request regarding billing, processing, underwriting status, and general acceptable risks.
•Maintaining detail knowledge of personal lines policies, procedures, coverage, ratings, and processing guidelines.
•Work on special projects to completion within assigned time frames to meet corporate objectives.
•Process incoming written correspondence following company time standards
•Independently research and handle complex customer concerns
•Adhere company established guidelines
EDUCATION
Chattanooga State Technical Community College: Chattanooga, TN 37412
Professional Developments
Property and Casualty License
IRMI on Ethics Considerations for Property and Casualty Insurance Professional
IRMI on Additional Insured Status
IRMI on Personal Auto Insurance
Fraudulent and Unauthorized Insurance Entities
Insurance Fraud Awareness
V
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