Customer Service Manager

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CANDICE SMITH-TERRY

**** ***** **** ***** 901-***-****

Memphis, TN 38141 **********@*****.***

OBJECTIVE

Seeking to secure a full time, long term position with a stable organization, where I can utilize my skills and the opportunity help the company advance and increase productivity.

QUALIFICATIONS

•10+ years of customer service experience

•5+ years call center experience

•Experience and ability to work as a member of a team

•Experience and ability to work with or without supervision

•Experience and ability to work under pressure

•Experience and ability to work on several tasks at the same time

EDUCATION

04/2014-current

Colorado Technical University

Colorado Springs, CO

•GPA: 3.74/4.0

B.S. - Bachelor of Science in Criminal Justice- Human Services

05/2001-06/2002

Crowley’s Ridge Technical College

Forrest City, AR

•GPA: 4.0/4.0

Certificate of Diploma- Accounting/ Business Administrative Assistance

05/2001

Wynne High School

Wynne, AR

Obtained High School Diploma

GPA 3.4/4.0

WORK EXPERIENCE

Lead CSR- Resolution Team Leader-Client/Patient Specialist 02/2007-03/2014

Accredo Health Group an ExpressScripts Company

Memphis, TN

• Exemplified excellent phone presentation and communication skills by providing the best customer service.

•Input customers information into company’s database

•Filed all appropriate paperwork and information regarding clients personal and other insurance information

•operated as a technical expert to the entire customer service call center team

•provided efficient resolution of member and client related issues

•Provided assistance and ideas to make process more effective and client friendly

• effectively explained customer’s benefits in a way they were able to understand

•understand and carried out company and government guidelines ( HIPPA and PHI rules and regulations)

•Trained and coached less experienced staff members on policies and procedures, such as Medicare, Medicaid, Explanation of Benefits, Billing, and Authorizations.

•demonstrated ability to handle challenging customers and clients in a professional manner

•Acted as a liaison to other departments within the cooperation (Pharmacist, Account management, customer service, billing, prior auth., client services, etc.)

•Assisted Front End Pharmacy with resolutions regarding referrals, coverage, replacements, eligibility, re-bills, prescription clarifications.

Store Manager-Loan Officer 04/2005-09/2006

Golden Title Loans

Memphis, TN

•facilitated a marketing strategy which resulted in new customers

•secured the collection personal information, performed verification, and issued loans

•received cash payments on loans

•proactively called customers for collections

•obtained title of Employee of the month of January 2006

•earned title of Manager of the month of April 2006

ADDITIONAL EXPERIENCE

Youth Advisor

Church of God Outreach Inc.

Memphis TN

•Empower youth by providing counseling, mentoring, and tutoring.

•Coordinate events in which the youth provide volunteer services for the community

•Orchestrate fundraisers to enable at risk youth to take several trips, such as conventions and youth camps.

State Secretary

Christian Women Connection

West and Middle TN

MEMBERSHIPS/PROFESSIONAL ASSOCIATIONS

•Phi Beta Lambda

•National Vocational-Technical Honor Society

•East Arkansas Community College Singers

SKILLS AND CAPABILITIES

•Type 75 wpm, All Windows Systems

•Microsoft Office (Word, Excel, Access, PowerPoint), Microsoft Works, and WordPerfect

•Perform Data Entry

•Excellent communication skills and office etiquette

•Journalize, post ledger, and balance

Contact this candidate