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Customer Service Representative

Location:
Fort Mill, South Carolina, United States
Posted:
December 31, 2015

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Resume:

Wanda K. Hood

*** ******* **. ***** *****, TN ***79

423-***-**** acsywn@r.postjobfree.com

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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