Customer Service Representative

KATHLEEN I. LLOYD

*** *. **** ****** ************, PA 19104

Phone: 215-***-****

Email: ********.*******@*****.***

CUSTOMER SERVICE AND ADMINISTRATIVE PROFESSIONAL

Several years of exceptional experience in diverse high-volume and high-call customer service areas with solid strengths in time management, data base maintenance, troubleshooting and effective problem resolution, business and clinical staff support, proactive planning and independent judgment. Proficient in Windows operating systems, Microsoft Word, Excel and Outlook, as well as the ability to operate multi-line telephone systems and common office equipment.

RESPONSIBILITIES AND ACHIEVEMENTS

Consistently resolved customer concerns accurately and within strict timelines in accordance with federal, state and company guidelines, which resulted in various meritorious acknowledgments.

Increased customer and colleague morale through effective persuasive communication and mediation skills, which resulted in increased customer satisfaction and strong relationships.

Successful proactive planning drastically reduced potential problems and contributed to consistent customer satisfaction, which resulted in the positive enhancement of the company’s reputation.

Provided exceptional administrative support on various levels utilizing Microsoft applications.

EMPLOYMENT HISTORY

Della InfoTech/AmeriHealth Caritas Jan 2016- Present

Analyzed, evaluated and worked to resolve customer inquiries and issues. Interacted with customers in a courteous and professional manner. Effectively communicated issues and resolutions to customers and appropriate internal staff. Interacted with customers in a courteous and professional manner. Used judgment and problem-solving skills to solve customer problems. Used multiple screens of information simultaneously to address customer needs. Followed processes according to contact center standards to ensure contact handling accuracy and operational effectiveness. Used technology tools as directed and within established guidelines. Adhered to precise work schedules, taking continuous phone calls for extended periods of time. Answered prior authorization inquiries calls as well as researched and resolved formulary and benefit issues. Consistently met established productivity, schedule adherence, and quality standards. Performed other duties as assigned by management.

Philadelphia Housing Authority/Express Employment Sep.2015-Jan. 2016

Customer Response Technician

Answer heavy volume of incoming calls (both emergency & non-emergency). Create non-maintenance cases into computer system and/or route the case to the appropriate personnel. Prepare maintenance service orders into computer system. Evaluate incoming calls to determine the nature and urgency of the call. Identify and escalate priority issues. Immediately notify appropriate personnel of all priority cases; relay service orders, messages, and information to work crews, supervisors, and field inspectors using telephones or two-way radios. Respond to telephone, mail, and/or e-mail and determine service required. Utilize computer databases and information technology systems; research data needed to respond to inquiries. Maintain tracking system used to record and monitor inquiries and resolutions. Respond to customers inquiries when necessary. Perform clerical tasks and computer support as required. Perform related duties and other responsibilities as assigned.

CGFNS International/Express Employment Apr.2015-Aug. 2015

Customer Care Representative

Answered and responded to 75-100 telephone inquiries as well as researched and resolved applicant questions that deal with basic company services provided by CGFNS via telephone, fax and written requests. Processed verification requests, transcript requests, and applicant information changes. Performed daily quality assurance review and day –end sorting of computer generated correspondence and data entry as required. Facilitated creation, and retrieval of applicant files and related materials. Promoted a high degree of customer satisfaction and problem resolution in all applicant interactions within a fast paced environment.

Exelon Corporation-PECO/CortechTechnical and Professional Staffing Mar 2014-Sep 2014

Customer Service Representative II

Efficient in (CIMS)-Customer Information Management System. Process requests for connects, disconnects, and Electronic Funds Transfer, and informed customers of status of requests through Offline Transaction Database (OTD).

Exelon Corporation-PECO/Cortech Technical and Professional Staffing Mar. 2013-Mar.2014

Credit and Collections Representative

Proficient in (CIMS) - Customer Information Management System. Revenue Management Tracker System, Defined and implemented credit and collection policies to ensure that financial risk is minimized, balancing any adverse impact to overall satisfaction. Ensured compliance with credit and collection provisions as outlined by state regulations. Evaluated and processed as appropriate, customer requests for exceptions to the credit and collection policies, including bankruptcies, transfers of debt, waivers of deposits and adherence to low income –policies. Coordinated the collection activities of other departments and outside collection agencies principally the criteria for disconnection for non-payment. Promoted and managed low income customer assistance programs, including; customer outreach, application and recertification processing, energy audits and weatherization distribution of hardship fund grants and customer referrals for both utility and non-utility assistance

Managed Staffing Inc. /Aetna May 2012Dec. 2012 Management Care Associate-Provided comprehensive administrative support to clinical staff to help facilitate delivery of appropriate quality care and improve program/operational efficiency involving clinical issues. Established credibility with external providers through a demonstrated understanding of their issues and concerns. Assisted providers with authorization requests for mental health services. Answered over 75-100 inbound queue calls. Knowledgeable with Medical and Psychological Terminology.

Peopleshare Staffing Agency /Medrisk

Administrative Assistant Aug. 2010-Apr. 2011

Provided administrative support to clinical staff utilizing Microsoft applications, as well as accurately inputted data into various databases within strict timelines in accordance to HIPPA, URAC and company guidelines. Additionally, participated in various trainings and was assigned to work on special projects.

Logisticare Solutions

Customer Service Representative Jul. 2007-Oct 2009

Answered and responded to 75-100 telephone calls daily regarding scheduling transportation services and resolving customer complaints. Served as a liaison between transportation providers, social workers, case managers and new providers, as well as educated facilities on the proper way to disseminate information and complete company reports. Additionally, was also responsible for identifying potential fraud and abuse.

EDUCATION

Lincoln Technical Institute- Associates Degree – Specialized Technology- Major: Medical Assisting / Administrative Technology

GPA: 3.785- Educational Accomplishments: Perfect Attendance Award, Student of the Module Award

DISCIPLINES

Interpersonal Relations, Computer Keyboarding, Medical Terminology, Advanced Keyboarding Skills, Introduction to Anatomy& Physiology, Administrative Office Procedures, Clinical Office Procedures, Office System Applications, Anatomy & Physiology I, Medical Practice Management, Legal Aspects of Allied Health, Medical Data Entry & Billing, Anatomy & Physiology II, Billing & Coding Principles I, Critical Thinking, English Fundamentals, Practical Hospital Applications, Aseptic Medical Technique, Mathematics, Laboratory Specimen Collection, Hematology, Electrocardiology, and Pharmacology.

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