Tonya M. Dicke

**** ****** **

Cleveland, WI ****3

acx6n5@r.postjobfree.com

OBJECTIVE:

To be able to establish a career with a reputable company, where I can implement my customer service experience, multi-tasking abilities, and organizational skills.

EDUCATION:

Northeast Wisconsin Technical College June 2014-July 2014

Customer Service Professional Certificate

SKILLS:

6+ years of professional customer service experience in various settings

Typing skills of 58+ WPM and data entry key strokes of 11,000

Proficient in Microsoft Programs, VISTA, and Outlook

Effective oral and written communication methods with excellent interpersonal skills

Natural problem solver and skilled in conflict resolution strategies

EXPERIENCE:

United Healthcare (Green Bay, WI) September 2014- January 2015

Healthcare Advisor

Received inbound calls from customers in regards to benefits and claims.

Accurately issued quotes on policies to find an affordable plan to meet the customers’ needs

Verified customer referrals and authorizations in obtaining medications

Effectively met quality scores with 98% average while maintaining superior customer service

Demonstrated appropriate protocol for HIPPA guidelines

The Martec Group (Green Bay, WI) August 2010-January 2013

Marketing Research Interviewer

Maintained quota in conducting 25 outbound calls per hour to consumers or businesses

Utilized CATI computer software system to record information

Conducted phone calls to obtain customer opinions on goods and services

Recruited business and consumer prospects for focus groups

Kelly Services October 2009-December 2009

Schneider International (Green Bay, WI)

Customer Service Associate

Completed customer billing verifications for truckloads of materials

Accurately assisted in completing special projects for management staff

Estimated international transit time as needed between various locations

Scheduled pickup and delivery appointments for international carriers using various communication methods

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