Customer Service Representative

NERONDA L. LANGLEY

*** ****** ****** *****: 203-***-****

Hamden, CT 06517 **************@*****.***

PROFILE

Dedicated, detailed oriented and organized professional with the proven ability to develop outstanding rapport with individuals of diverse communities through strong communication and interpersonal skills. Self-motivated with experience in handling highly sensitive information and concerns while possessing the comfort level to advise individuals through various convoluted processes.

EDUCATION

Albertus Magnus College, New Haven, CT

Bachelor of Arts in Communications, GPA: 3.19, May 2011

Gateway Community College, New Haven, CT

Associate of Arts, GPA: 3.38, May 2007

PROFESSIONAL EXPERIENCE

Claims Adjuster

Progressive Insurance, Milford, CT April 2014 – January 2016

Simultaneously headed an average of 50 time sensitive claim investigations to completion on a day-to-day basis in an accurate and timely manner, determining the extent of liability and approving /disapproving payments by evaluating all information

Conducted both oral and written customer contact and correspondence with complex/sensitive cases, to include policyholders, subsidiary companies/regional/homes offices, medical care providers, attorneys, investigators, police and various internal departments

Operated in a highly team driven environment; responsible for analyzing, and comprehending co-worker’s files to communicate complex information efficaciously

Communicated with a large ethnically, culturally and socially diverse customer population; experienced in handling high stress situations with/without a mediator/ interpreter

Customer Service Representative/Operations Support

ING Life Insurance & Annuity Company, Windsor, CT October 2012 – April 2014

Managed In-bound/Out-Bound calls servicing clients of Defined Contribution (e.g. 401(k), 403(b), 457) and/or Defined Benefit plans with product/procedural information

Researched data to troubleshoot discrepancies relating to transaction processing, compliance and regulatory issues

Photojournalist Intern

New Haven Register, New Haven, CT January 2011 – May 2011

Worked both independently and collaboratively to shoot, by use of digital photography, for assigned news stories utilized for daily newspaper print

Adhered to strict work submission deadlines to ensure photos where ready for print

Photographer

NonFiction Photography October 2010- December 2015

Worked as a team to create shoot concepts and storyboards

Managed and coordinated shoot bookings, itinerary, and all shoot day activities

Continuously met editing and production deadlines

Account Service Coordinator

Healthnet Inc., Shelton, CT October 2004 – January 2011

Researched complex issues across multiple databases and worked with support resources to resolve customer issues in a timely manner

Served as a liaison between various internal and external departments to meet client needs and effectively provide customer benefit education (frequent use of an interpreter via three way calling)

Hand picked and promoted to a dedicated team within two months of graduating training

Customer Service Representative

ValueOptions, Hamden, CT May 2002 – January 2004

Managed and maintained sensitive and confidential patient benefit information on a day-to-day basis for claims processing and adjudication

Investigated, researched and responded to phone and written inquiries in a timely manner

Trained and evaluated new call center employees in an effort to enhance their skillset

Inside Sales Representative/Key Holder

Cingular Wireless, Clinton, CT September 2001 – May 2002

Greeted and assisted a diverse group of consumers while establishing rapport to assist with the transaction of selling and upgrading equipment

Sold wireless phones via walk-in and telephone contact, assisted with the application/contract process and achieved monthly sale quotas

SKILLS

Microsoft Office: Excel, PowerPoint, Word, Internet, Accurint, ISO, Outlook, Lotus Notes, OneNote, Pacman, Claimstation, Macess, CSI, CSW, Caremark, Rumba, Aces, Avaya, PeopleSoft, Task Manger, Salesforce, Adobe Photoshop, Lightroom, FINRA Series 6 License, Social media including: Facebook, Twitter, Instagram, Snapchat, YouTube, LinkedIn

INVOLVEMENT/ACTIVIES

New York City Poetry Festival 2016

Habitat for Humanity, 2010

Big Brother, Big Sister, 2007-2010

Relay For Life, 2007-2009

Black Student Union, 1999-2001

Contact this candidate