Member Service Representive
Resume:
Cynthia L Moore
acyrdp@r.postjobfree.com 330-***-****
CAREER SUMMARY
Customer facing, proactive and goal oriented Customer Service professional
with over 35 years of experience meeting the needs of clients and customers
of financial, insurance and retail industries. Proven experience with
determining customer needs, problem solving, communicating solutions that
meet or exceed customer needs and providing the customer with an
exceptional experience. Strengths include solid communication, problem-
solving skills, adapting to an ever changing business environment and the
willingness to work various shifts/overtime to meet the customers need.
PROFESSIONAL EXPERIENCE
HealthSpan Clinical Service Center (formally Kaiser Permanente)
Customer Service Representative 2007 to 2016
? Schedule appointments ? Interact with clinical teams
? Create new patient medical records ? Verify and attach insurance to
records
? Create and deliver communication to ? Process and route calls
internal and external customers
National City Bank
Office Manager 2005 to 2006
? Setup new accounts and loans ? Proactive with new customer sales calls
? Service issues and customer concerns ? Manage CSR's, coaching,
scheduling, training
? Issue verbal/written warnings ? Provide education on new products and
? Audit control promotions
Key Bank National Association
Retail Associate 1992 to 2005
? Setup new accounts and loans ? Service customer issues and concerns
? Proactive with new customer sales calls ? Manage CSR's; scheduling,
coaching, training
? Provide education on new products and ? Assist CSR's with balancing
of drawer, vault
promotions and ATM
Pre-Paid ATM Customer
Service Associate 2002 to 2004
? Conduct Transunion identity checks ? Assist customers with navigating
company website
? Assist customers with making deposits ? Assist customers with
transferring money
Kmart Corporation
Upfront Store Supervisor 1995 to 2002
? Supervised 20-25 cashiers ? Answered and routed incoming calls
? Handled returns and exchanges ? Authorized change orders, overrides,
check
approvals
Accu-Valve Incorporated
General Office Manager 1990 to 1995
? Accounts payable ? Accounts receivable
? Payroll ? Inventory control
? Prepared accounting reports ? Answered & routed incoming calls
Goodyear Tire & Rubber Company
Retail Operations Specialist 1979 to 1985
? Accounts Payable ? Accounts Receivables
? Banking/Balancing ? Retail Audit
? Consumer Relations ? Collections
EDUCATION/TRAINING CLASSES
Tallmadge High School, Tallmadge, Ohio
Diploma, 1974
Goodyear Tire & Rubber Training Division, Akron, Ohio
Managing Customer Complaints and Inquiries, Supervisor Cross Training
Program
Key Bank and National City Bank, Akron, Ohio
Teller training, product awareness, loan processing, quality management,
new hire coaching, diversity, Patriot Act regulations, CC Compliance, and
several new product sales training classes
HealthSpan, Brooklyn Heights, Ohio (formally Kaiser Permanente)
Health connect System, Resource Guide navigation, Automated Call
Distribution Systems (Aspect, Cisco), Aidet Communication Behaviors-
(Acknowledge, Introduce/Inquire, Duration, Explanation, Thank You), 29 soft
skill customer relations courses, Internal Referrals, CarePath System,
Prelude-Registration Training, Delivering on our Promise, HIPPA Compliance,
Medicare Parts C & D Fraud, Waste & Abuse, Medicare 101, Tuberculosis &
Respiratory Protection Program, Quality & Patient Safety, Effective
communication with patients that have LEP (Limited English Proficient) or
Sensory Impairments
SKILLS/KNOWLEDGE
Microsoft Office, PowerPoint, Adobe, Star Gate, Aspect Phone System, Cisco
Phone System, Electronic Medical Charting System, Basic Medical
Terminology, Basic Pharmaceutical Terminology
REFERENCES
Michelle Queer, Claims Learning Tech - Sr. Consultant
Allstate Insurance Company
75 Executive Pkwy.
Hudson, Ohio 44237
acyrdp@r.postjobfree.com
Jennifer Davis, Unit Director for Trauma ICU Office
Summa Health System
525 East Market St.
Akron, Ohio 44304
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