Customer Service Microsoft Office

Gwinette Hatcher

PO Box *** / **** Nebraska Ave, Apt 6-D

Fort Pierce, Fla 34954

E-mail: ******************@*****.***

Phone: 772-***-****

Skills

Excellent oral and communications skills. Strong organizational and problem solving

skills; the ability to systematically analyze problems, draw relevant conclusions and

devise appropriate course of action. Excellent customer service skills with the ability to

interact well with all levels of people. Computer literate with a strong knowledge of

Microsoft Office Word, internet and email use. Always following company policies,

protocol and procedures. Ability to work in an ever changing work environment with

less or no supervison.

Experience

Convey Health Solutions, Fort Pierce, Fla July 2013 - Present

Call Center Rep for Cigna-Health Spring

Assist members with insurance benefits plan information

Documenting; inquiries, complaints and filing grievances

Making plan changes within a members network and locating network providers

Claim inquiries; balances, premiums and copays

Assist with training new agents

Working Provider Services assisting doctor offices with; prior authorizations, claims, referrals and plan benefits in-network for patients

Advise providers on how to get prior authorizations on medicines prescribed with restrictions such as step therapy and quantity limits.

Assist pharmacies with prescription denials and errors and verifying benefits

Looked up medicines on the formulary to verify if they are covered, the tier and copay level, and if a drug is not covered provide an explanation as to why

Conformed with and abided by all regulations, policies, work procedures and instructions

Receiving monthly quality and monitoring certificate awards for excellent scores within 98-100% consistently

Arise Virtual Solution Inc, Miramar, Fla Sepember 2015 - Present

Work at Home Customer Service Rep

Worked for the client Intuit for Turbo Tax

Taking inbound calls, for the tax season 2016

Assisted members with navigating through the program

Assisted member with processing, filing and amending their tax return

Documented activities according to company standards

Liberty Medical Supply, Port St Lucie, Fla August 2009 - July 2013

Call Center Customer Service Rep

Taking inbound calls for ordering medical supplies

Instructed members with using diabetic meters for testing

Processed and prepared back claims to Medicare in the Document Management Department

Reviewed records for completeness, accuracy and compliance with regulations

Documented existing accounts according to company procedures

YMCA, ST LUCIE COUNTY, Fort Pierce, FLa May 2005 - November 2007

Program Director

Directly supervised all aspects of the operations of the Ft.Pierce location

Hired and fired staff, handling all aspect of Human Resource process

Trained, mentored staff, processed payroll, scheduled all staff for daily operational programs; office staff, After School, Summer Camp, Soccer, Adult and children Basketball, Bus Drivers etc.

Prepared and monitored an annual budget.

Developed and implemented new programs and practices, while increasing and monitoring enrollments for programs.

Assisted with implementing the YMCA After School programs housed within the schools of St Lucie County.

Addressed program participant concerns and complaints as well as resolving staff related issues in a timely manor.

Monitored and enhanced the quality of existing programs.

Nominated twice for the Woman of Distinction Award in St Lucie County

Rewarded and Rated number one in the company for the After School Programs by the parents of the participants

QVC ( Home Shopping Network), Port St Lucie, Fla August 2000 - July 2005

Customer Service Call Center Rep

Placing orders for inbound calls

Updating and opening new accounts

Great monitoring scores of 100

Education

Fort Pierce Central High, Fort Pierce, Fla Graduated June 1976

Diploma

Indian River State College, Fort Pierce, Fla August 1976- 1978, August 1983 -1984, Aug 2003- May 2005

Seeking a degree in Psychology

Minor in Business Administration

Certification in Early Childhood Education

References Available Upon Request

Contact this candidate