Customer Service Health Insurance

AMBER DAVIS

***** ******* ***, ***** ************, VA 23834 804-***-****

acy7jk@r.postjobfree.com

SUMMARY

More than 15 years of customer service experience, with 7 years being call center experience in reference to Medicare/Health Insurance Marketplace and 6 months of supervisor experience. Also have work at home, taking inbound calls, experience. Six Sigma Yellow Belt and HIPAA certified. A flexible team player with superior customer service and phone skills, problem solving as well as excellent time management skills.

COMPUTER SKILLS

• Platforms: Microsoft Windows XP, Windows 7 and Windows 8

• Proficient in Microsoft Excel, Word and Outlook

• Able to accurately type 30 correct words per minute

EXPERIENCE

Senior Customer Service Specialist 2009- to present

General Dynamics Information Technology

• Provide assistance to Tier 1 and Tier 2 customer service representatives by guiding them on their calls while accessing their computers to lead them to scripts and other materials to resolve consumer issues.

• Take escalated calls in a supervisor role in order to resolve more complex issues regarding consumers’ health insurance.

• Answer inbound calls related to health insurance, with the federal Marketplace. Provide knowledgeable responses to telephone inquiries in a courteous and professional manner while providing peace of mind. Utilizing databases and written materials that require me to look up and provide answers to telephone inquiries based on scripted information

• Complete applications for consumers to find out if they qualify for federal subsidies, exemptions or the Medicaid program. Compare health plans, submit enrollments or help with account access.

AMBER DAVIS

20203 Oakland Ave, South Chesterfield, VA 23834 804-***-****

acy7jk@r.postjobfree.com

• Explained claim information related to Medicare health insurance, supplemental insurance information and prescription drug information all while adhering to HIPAA regulations.

• Mentor and train new hires through a structured nesting program in preparation for the production floor, which also includes quality coaching.

• Participate in various focus groups with clients, as well as management to submit feedback regarding programs, in order to establish better processes in order to complete job requirements.

Remote Home Agent 2006-2008

InService America

• Handled inbound calls from different ministries, at home, while providing excellent customer service and guidance.

• Took orders, donations and other requests the clients might have had, entering them in an AS400 system.

• Also assisted and directed them with any other issues they may have had, which included questions related to orders or products

Forklift Operator/General Labor 1999-2005

DSC Logistics

• For five years I was general labor, entering logistical data into a handheld scanner and other various tasks such as wrapping and stamping products in preparation for shipping

• Operated a stand up forklift, moving various products to different staging locations, lifting products of up to 55lbs, where I then scanned items into an onboard RF computer system, while adhering to ISO as well as OSHA regulations.

AMBER DAVIS

20203 Oakland Ave, South Chesterfield, VA 23834 804-***-****

acy7jk@r.postjobfree.com

EDUCATION

ECPI Technical College/University 1997-1997

Richmond, VA

• Computer Technician

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