Catherine A. Gittins

**** *. *** ***** *** ***

Omaha, NE. 68142

Cell – 402-***-****

E-mail: acwtna@r.postjobfree.com

Education: General Education Degree

Employment History:

Aerotek

Job Title: Contractor

ConAgra Foods – May 2016 to September 16, 2016

Job Duties:

Research the names and addresses of companies and facilities that are bought by ConAgra.

Enter found information into Excel Sheet

Send email letter to company to verify name of company, headquarter address phone number, and contact person. Ask for facility name, address of each facility, and contact person information.

Document confirmed information into Excel sheet and update files for FDA approved information.

Document what foods are being processed at each facility, enter into Excel Sheet.

Document all item number for each facility being sent to each Plant being used by ConAgra.

Other documenting as needed.

Advise supervisors of updated information, and completed forms.

Aerotek - Prime Therapeutics – October 2015 to May 2016

Job Duties:

To help People get the medicine they need to feel better and live well

Respond promptly and accurately to member concerns regarding Prescription Drug Plans

Assist members with billing, denied claims, claim history, and explain coverage gap/

Advise members the benefits of the Mail Order benefits compared to pick up at drug store.

Other duties as assigned.

benaissance, Inc. – September 25, 2013 to October 9, 2015

Job Title: Customer Care Representative

JOB Duties:

Respond promptly and accurately, to consumer inquiries

Listen patiently to consumer questions and complaints

Identify, research, and resolve consumer inquiries

Interact with consumers to provide information in response to questions about products and services

Capture consumer inquiries and document interaction within consumer relationship management system

Educate members, employers, and customers on products and services

Other duties as assigned

Support organization’s core values and strategic vision

CONFIDENTIAL INFORMATION

Maintain confidentially of the company, customer, client, participant, insurance broker, and insurance company.

Functions:

Excellent verbal and written skills

Excellent analytical and problem solving skills

Computer literate with the ability to learn software applications

Multi-tasking skills

Create a positive and professional business relationship with internal and external customers

Team Player

professionalism and confidentiality

Vertrue, Inc – August 1, 2011 to September 20, 2013

Job Title: Customer Care Representative: Vertrue, Inc.

Job Duties:

Help customers navigate the website through the application process and instruct them how to navigate the website, once they become an active member.

Create Service Requests when a customer is having technical difficulties and escalate to the technical department for review, to resolve the customers’ issue.

Explain the different benefits to the customer, and why it is important to keep the membership active.

Transfer customer to the correct department, when needed.

Offering different options to customers as to why they should not cancel their membership.

Give feedback to management of how the customers respond to the different options.

Give ideas to other CSR’s of how to retain customers to bring their retention levels up higher.

EMS (E-Mail Solutions) –August 23, 2010 to June 10, 2011

Job Title: Customer Care Representative

Job Duties:

Answer incoming calls and e-mails for Independent Stylists (consultants), regarding Stella & Dot jewelry.

Inventory, backorders, order delivery dates, placing orders, replacing orders for missing packages, broken items, exchanging items for other items.

Sending shipping labels to customers and stylists for the unwanted or broken jewelry, to be returned back to the company.

Explain how hostess credits work for people that have parties for the stylists, as an incentive for them to get free jewelry if they host a party.

Explain to stylists their commission checks for selling the jewelry, what they need to do to stay active, explain the extra incentives they get for being a stylist, how to grow with the company to get to the next level, give advise of how to get more customers to host a party, how to get a stylist to sign up other customers to become stylists.

Explain how to terminate the business, if they no longer want to be a stylist and sell the jewelry.

Explain where the jewelry is made, and what it is made out of, how to take care of the jewelry so it does not tarnish. Explain processing time and shipping time frames.

Trained new employees of how to navigate the system, answer questions, how to do the job properly, and how to answer e-mails with the same questions as the phone calls.

Allstate Insurance Company - July 01, 2010 to July 08, 2010

Job Title: Receptionist

Job Duties:

Answer all incoming calls for payments and process quotes.

Take payments over the phone or for walk-ins.

Process quotes for the licensed agents to call customer back to get the sale completed.

Print off the housing assessments.

Copy documents when required.

Mutual of Omaha – May 17, 2009 to May 20, 2010

Job Title: Sales Agent / Sales and Solutions Representative

Licensed Agent: Effective 04/04/2010 to current

Job Duties:

Sell insurance over the phone, give price quotes, and process applications over the phone for Life insurance, Accidental Death insurance, Cancer Insurance, Children’s Whole Life insurance, and Medicare Supplements.

Send applications to new and old customers.

Explain how the policy works, and why it would be beneficial to have the coverage, in case if something happens to them.

Explain how to file a claim for the different types of policies that the customer may have, and what needs to be sent to the company to get the claim approved and paid out.

Send documentations to customers when requested.

Remedy Intelligent Staffing / Mutual of Omaha – September 2008 to May 15, 2009

Job Title: Sales and Solutions Representative

Job Duties:

Explain in full detail how the policy works.

Take payments over the phone when requested, and give them a confirmation number for the payment made.

Send corresponding letters when requested for BSP, change beneficiaries, name change or corrections, and Cash Value letters.

Request a loan check to be sent out to a policyholder when requested and see if it is available on a Whole Life Policy.

Change billing addresses & phone numbers when requested. Try to save a customer when they want to cancel a policy.

Advise the reason why it is important to keep the policy, and if that does not work, then offer a No forfeiture Option to the customer.

Offer to send out applications for different types of insurance policies that are available through Mutual of Omaha.

Set up referrals for licensed agents to call back and do the application over the phone instead of mailing in the application.

Do other assigned duties when asked or needed.

Remedy Intelligent Staffing / Mutual of Omaha – October 2007 to September 2008

Job Title: Customer Service Representative

Job Duties:

Welcome new policyholders, and thank them for joining Mutual of Omaha Life Insurance Company.

Inform new customers how important it is to keep the policy active, in force, and offer some benefits that are available with the policy.

Inform the customer that the automatic withdrawal is available, how it can save time and money. There is no need to send a payment by mail, as they do not need to write out a check or buy a stamp, so there are no worries about it getting mailed out on time. It is simple, easy, and convenient.

Remedy Intelligent Staffing – Mutual of Omaha – May 29, 2007 to August 15, 2007

Job Title: Customer Service Representative

Job Duties:

Answer incoming calls for Mutual of Omaha Individual Claims for members and Providers.

Send claims back for review if the Provider sent in a corrected claim, and the system read it as a duplicate.

Change billing addresses for members when requested.

Send Claim Forms to members when requested.

Answer any questions regarding the policy to the members and providers when they have questions about how the policy works.

Other assigned duties as required or requested.

West Corporation - May 31, 2005 to June 14, 2007

Job Title: Customer Service Representative

Job Duties:

Answer incoming calls for PacifiCare members and providers.

Verify the benefits to the members and the providers, so they understand the policy, and how it works.

Change PCP’s, and billing addresses, when requested for the members. .

Try to help resolve any questions with Fee Schedules, payments, and any write-off amounts when requested.

Claims were sent back for reconsideration, if not paid correctly, or due to member responsibility.

Check to see if the procedure codes needed prior authorization, and connect the providers to the correct department for the pre authorization department.

Stop any payments on a check, if the provider did not receive the check within a certain amount of time, and requested to issue new checks when needed.

Copies of cashed checks are faxed to the providers when requested, if they need proof stating that the claim has already been paid to them. If the wrong provider or facility cashed the wrong check by accident, then a Recovery Request Form is completed, so it can be researched, and have a follow up when requested by the member or the provider.

Sitel Corporation - Jan. / 2000 – April / 2005

Job Title: Team Manager

Job Duties:

Supervise CSP’s for training, support, and performance standards are met.

Promote professional and personal development of each team member, by administering performance evaluations, progressive disciplinary actions, and career opportunity programs.

Make recommendation and decisions regarding various options and legal issues involved.

Learn and maintain extensive knowledge of client philosophy and service process, to ensure the quality of service given to the employee and customers.

Answer incoming calls, trouble shooting OAS, assist card holders with their accounts, such as: activating accounts, understanding statements, making payments, credit line increase when available, etc.

Assist with Federal Express, faxes, supervisor call backs.

Assist as a lead when needed, train new employees when they are on the phones.

Answer questions, develop their skills to pass Q/A, how to use Odyssey, How-To, Trol, Unisys, Teleset, etc.

First Data Resources: July 03, 1995 – Jan. / 2000

Job Title: Vault Clerk – OJT Trainer

Job Duties:

Process credit card information for numerous banks for verification.

Data entry, process all orders through the use of an AS400 computer system.

Verify plastics on the imaging system, stocking, ordering, pulling, and count credit cards for embossing.

Train all new employees on functions of the vault clerk position. Assist as a lead when needed.

Cross train in other departments when necessary.

Awards: Employee of the Month, Vault clerk of the Month, numerous Cube and Key Player awards.

Computer Skills:

Windows 7 Operations/newer versions

Windows XP Pro Operations

Microsoft Office 2003 / 2010

Microsoft Word 2003 / 2010

Microsoft Excel 2003 / 2010

Paint Shop Pro/Adobe Photoshop Skills

Photocopy Machine / Fax Machine

Typing Speed – 40 wpm

Technical Skills:

Project Management

Excellent clerical / organizational skills

Excellent training and presentations skills

Excellent PC operations skills

Communications Skills:

Communicates effectively with Internal and External Customers

Trained numerous Customer Service Representatives

Interfaces effectively with all levels of management

Demonstrates professional and positive attitude

Presents information in a professional manner

Activities / Interests:

Girl Scout Leader: Council Bluffs, IA. – 2 years

River City Roundup Volunteer – 15 years

Member Hanscom Park United Methodist Church – 27+ years

Assisting Boy Scouts Pack 565

References:

Available upon request

Contact this candidate