Customer Service Representative
Resume:
Sammesha Cardine
**********@*****.***
Customer Service Resume
Career Overview
Results-driven Customer Services Representative with over 2 years of experience in a call center environment. Proven ability to establish rapport with clients and provide efficient conflict resolution. Previous responsibilities include receiving inbound customer calls and assisting with inquiries, setting up customers for automatic bill pay, and processing payments via phone. Software experience includes use of Microsoft Word, Excel, Outlook, Word, PowerPoint, and proprietary software. Experience with SAP at 2 positions.
Professional Experience
Randstad (United Healthcare) Louisville, Ky October 2014 – May 2015
Customer Service Representative
●Receive calls from members of United Healthcare regarding the billing of their exchange plans. Explains billing to the members.
●Process payments over the phone for the member premium and also walk the members through so that they can process the payments online.
●Experience with SAP regarding billing
●Document all calls which are not misdirected calls.
●Handles everything professionally for the member and being courteous at the same time.
●Transfer members over by doing a warm transfer to the appropriate department if different assistance is needed.
Gannett Louisville, Kentucky June 2012 - May 2014
Technical Customer Service Representative
●Received inbound calls from newspaper subscribers regarding their subscriptions.
●Dispatched newspapers to customers if any issues with receiving their subscription occurred.
●Explained billing to customers with inquiries.
●Deescalated calls from any dissatisfied customers.
●Credited customer accounts as needed for missed newspapers.
●Processed payments via phone.
●Set up customers for automatic bill pay.
●Worked to retain customers wanting to cancel their subscriptions.
●Initiated outbound follow-up calls to ensure customer satisfaction.
●Utilized Sap
Connextions Jeffersonville, Indiana March 2012 - May 2012
Customer Care Representative
●Received inbound calls from medicare supplement members, brokers, and providers.
●Resolved issues for members, providers, group administrators, and brokers.
●Analyzed and researched potential problematic situations to ensure no rework or follow-up issues occurred.
●Applied knowledge of policies and procedures, products, legislation, and claims workflow.
●Analyzed terms to ensure claims were paid or denied based on contract stipulations.
●Initiated interaction with appropriate departments to ensure claims were handled properly and thoroughly.
●Interpreted claims to determine primary or secondary liability and recognize when additional information was needed.
●Collected premium payments over the phone.
Elwood Staffing Louisville, Kentucky November 2011 - December 2011
Customer Service Representative
●Provided customer service for an average of 50 callers per day.
●Answered customer inquiries, solved problems, and provided new product information.
●Documented calls into computer database.
Disability Resource Center Lexington, Kentucky January 2010 - January 2011
Office Assistant
●Assisted students with physical and mental disabilities.
●Answered phone calls, routed calls to appropriate personnel, took messages.
●Sorted and distributed mail to appropriate recipient.
●Maintained upkeep of the office.
●Operated computer, copy machines, fax machines, and scanners.
Six Flags Louisville, Kentucky April 2006 - June 2008
Hostess
●Computed sales prices, total purchases, and processed payments.
●Operated cash register and credit card machine.
●Greeted customers and ascertained customers' needs.
●Answered questions regarding the store and its merchandise.
●Handled and prepared food.
●Served food to customers.
Education
University of Kentucky
August 2009 - Jan 2011
Studied Nursing
GPA: 3.0
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