Customer Service Representative

Shanell Cloud

Houston, TX

*******@*****.*** - 713-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Quality Analyst

VES - Houston, TX - April 2015 to January 2016

Responsibilities

• Proofread and update reports submitted by doctors/ providers for Veteran’s condition/ injuries.

• Reach out to doctors/ providers as necessary to clear up inconsistencies in reports.

• Verify that case is up to VA (Veteran Affairs) standards before submitting case for rating.

• Practice integrity while handling the private health information, etc. medical records of Veterans. Customer Service Representative

Xerox. Inc - Houston, TX - August 2014 to March 2015 Communicate with worker's compensation claim adjusters and medical providers regarding status of medical bills for injured workers over the phone.

• Gather information, research/resolve inquiries and log customer calls.

• Communicate appropriate options for unresolved bills for resolution in a timely manner.

• Responds to telephone inquiries and complaints using online resources and procedures. Customer Service Representative

CEVA Logistics - Houston, TX - May 2014 to July 2014 Trace and track customer's freight.

• Maintain contact with the airlines, trucking companies and any agents that will be handling the freight to ensure shipper and consignees are aware of any problems.

• Provide proof of delivery.

• Responsible for processing pick-up requests and entering data in the system.

• Respond to and handle all daily customer service requests.

• Notify customers of any delays in shipping and dispatching points.

• Enter shipment data in system.

• Prepare rates and invoices House Air Way Bills.

• Prepare and assist with quotes for customers.

• Run sales reports, maintain and file reports.

Customer Care Agent, The Woodlands

AON Hewitt - The Woodlands, TX - September 2013 to March 2014 Educate managers, employees and pensioners in all lines of business on benefits, compensation, payroll, and general human resources policies and practices.

• Assisting with the change or removal of current health, dental, and vision plans.

• Thoroughly explaining the different health plans that are available.

• Educating members on options for retirement, 401K, and investment.

• Responding to requests about eligibility status by phone, fax or mail. Senior Provider Services Representative

United Health Group - Houston, TX - February 2006 to August 2013 Assists in an ongoing special project that involves locating reconsiderations using various systems and verifying all necessary information is received to reprocess claims for payments and making callbacks to providers about status of appeals.

• Responsible for answering complex incoming calls from providers while ensuring a high level of customer service and maximizing productivity.

• Resolving basic to complex provider service inquiries, including: benefits, eligibility, claim status, explanation of benefits (EOB) verification, etc.

• Deliver exceptional assistance to both physicians and billing personnel by quickly and accurately identifying needs and taking appropriate steps to satisfy those needs.

• Processing provider requests for claim status and completing extensive claim research to resolve provider claim issues.

• Determining reasons of denied claims and effectively communicating that information to the provider. EDUCATION

National Computer Science Academy

October 2011

Associate of Science

Lone Star College - Houston, TX

August 2009

Bachelor of Science in Psychology

University of Houston - Houston, TX

SKILLS

• Proficient knowledge of Microsoft Office 2007, 2010, 2013. • Strong verbal, written and personal communication skills. • Extensive knowledge in problem analysis, use of judgment and ability to solve problems timely and efficiently. • Ability to work in stressful environments and still maintain professionalism.

• Exceptional customer service skills including computer literacy and adaptability to new programs, spreadsheets, and applications. • Accuracy and attention to details. • Organization and prioritization proficiency. • Defined decision making and critical thinking skills.

Contact this candidate